Telephone Analytics

Gain Business Intelligence Through Telephone Analytics with Brightmetrics

Data is key to making sound business decisions. But when it comes to call tracking, it can be difficult to dive deep into the analytics. Often, it’s challenging to access and understand the data that matters most. Allow us to introduce you to Brightmetrics, a Mitel telephone analytics product unlike any other on the market.

High Country Workplace Technologies offers Brightmetrics so you can dig deep into the data and make the best possible decisions for your organization. Their three product offerings include:

Brightmetrics UC Analytics™

Brightmetrics UC Analytics is not just another reporting tool. UC Analytics makes it easy to view the vast amount of data Mitel collects so you can analyze the customer experience, their satisfaction, your staffing levels, and employee productivity. UC Analytics can help you understand the customer experience from start to finish so you can build and maintain strong relationships with the clients that matter most.

With UC Analytics, you’ll know if callers can reach the person they’re trying to call quickly and if they reach the person on the first try. You’ll also be able to identify unnecessary transfers, how long they’re put on hold, and how long callers are willing to wait.

Uncover Business Intelligence with Brightmetrics

Having the right data is invaluable to making your phone system a strategic asset for your business. With Brightmetrics’ Analytics tools, you can easily tap into a vast amount of data that your phone system collects and use that data to gain insights on how to improve and refine the customer experience. Here are just a few examples of the Business Intelligence that Brightmetrics can deliver for your business:

• Full breadth of data to make informed business decisions
• Understand your customer’s journey and experience with in-depth insights
• Measure employee productivity to optimize the efficiency of your company
• Expedite employee training by establishing simpler processes
• Find opportunities to integrate AI technology for call routing and customer service

Brightmetrics Enterprise Contact Center (ECC) Analytics™

Brightmetrics ECC Analytics is a tool designed for frustrated contact center managers who use Shoretel phone systems and the Enterprise Contact Center. Many of these managers know the importance of making data-driven decisions but are unable to do so due to the difficulty of analyzing insights. For this reason, Brightmetrics ECC was created as an add-on service so call centers could easily access the data they need to make informed decisions and improve the customer experience.

With Brightmetrics ECC Analytics, you can easily configure your dashboards with intuitive drag and drop tools to include all the data you need. And with automated share/distribution features, it’s easy to keep stakeholders at every level informed.

Brightmetrics Real Time™

All of the data collected by Brightmetrics is exceptionally up-to-date (at up to 1 hour old), but at times, you may want or need real-time data. That’s where Brightmetrics Real Time comes in. With live data visualizations that track the customer experience as it’s happening, Brightmetrics Real Time lets contact center managers meet the ever-changing needs of their customers.

For example, Brightmetrics Real Time analytics can reveal:

• The number of calls currently in the queue
• The longest queue time of calls in the queue
• The average wait time of calls in the queue
• Agent status updates
• Time in the current status
• A breakdown of each agent’s daily timeline including everything they’ve done that day up to the current time
• Time in trunk utilization
• Amount of time in queue for each call

AI Call Routing and AI Customer Service

Efficiency and productivity are the essential keys to any well-managed business. With the rise of artificial intelligence, it’s wise for every business owner and manager to find opportunities to integrate AI into your everyday operations. We can help with that at High Country Workplace Technologies.

With advanced analytics tools like Brightmetrics, you can identify opportunities in your work processes and customer experiences that could be greatly benefited by AI integration. For instance, AI call routing can greatly expedite each customer’s experience with your company and allow them to get connected with the appropriate individuals much quicker. In addition, there are likely opportunities within your workflow to integrate AI customer service capabilities such as AI assistants or chatbots to deliver quick answers and offer customer support during off-hours.

If you want to make more informed, data-driven decisions for your business with Brightmetrics telephone analytics, contact us at High Country Workplace Technologies. We have been in the business for over 20 years and have worked with organizations from almost every industry. We’ll work with you to determine the best fit for your data and analytical needs.

Frequently Asked Questions About Telephone Analytics

What is telephone analytics?

Telephone analytics converts call activity into reports, dashboards, and performance measurements that help organizations understand how calls are handled. It can reveal call volume, answer rates, wait times, abandoned calls, transfers, queue performance, agent activity, trunk utilization, and other information that is difficult to interpret using basic telephone-system reports.

What business problems can telephone analytics help identify?

Telephone analytics can identify missed calls, excessive hold times, unnecessary transfers, overloaded call queues, inadequate staffing, underused resources, and recurring periods of high call volume. Organizations can use this information to improve call routing, adjust staffing schedules, evaluate employee performance, and provide a better caller experience.

Does telephone analytics require a specific phone-system provider?

Compatibility depends on the analytics platform. Brightmetrics supports selected unified communications and contact-center platforms, including Mitel, RingCentral, and Genesys Cloud environments. The available reports and real-time capabilities vary by telephone system, contact-center application, software version, and licensing. HCWT can confirm compatibility with an organization’s existing environment.

What is the difference between historical and real-time telephone analytics?

Historical analytics examines calls and agent activity over a selected period to identify patterns, trends, and performance issues. Real-time analytics shows current conditions such as calls waiting, longest wait time, average queue time, agent status, and time in status. Historical reporting supports planning and performance evaluation, while real-time reporting helps supervisors manage active call traffic.

What telephone-system metrics should an organization monitor?

Useful metrics include total call volume, answered and abandoned calls, average speed of answer, hold time, queue time, call duration, transfer frequency, first-call resolution indicators, agent availability, and trunk utilization. The most important measurements depend on the organization’s objectives and whether it operates general business groups, customer-service queues, or a formal contact center.

Can Brightmetrics create customized dashboards and reports?

Yes. Brightmetrics allows authorized users to create dashboards and reports based on the measurements most relevant to their organization. Reports can be filtered by date, location, department, queue, workgroup, agent, or other available call data. Dashboards and scheduled reports can also help distribute useful information to managers and other stakeholders.

Can telephone analytics help determine staffing requirements?

Yes. Call-volume patterns, queue times, abandoned calls, agent availability, and service levels can help managers determine when additional staffing may be required. Analytics can also identify periods when staffing exceeds call demand. These insights support more informed scheduling decisions, although organizations should consider seasonal events and operational requirements in addition to historical call data.

Does Brightmetrics record telephone calls?

Brightmetrics is primarily an analytics and reporting platform and does not replace the organization’s call-recording system. For supported environments, Brightmetrics can integrate with selected recording applications so authorized users can locate and access associated recordings from applicable call-detail reports. Recording availability remains subject to the telephone platform, recording system, licensing, permissions, and retention settings.

Can telephone analytics combine data from multiple locations?

Depending on the telephone platform and configuration, telephone analytics can consolidate call information from multiple offices, departments, queues, and user groups into centrally managed reports and dashboards. This allows an organization to compare performance among locations while also viewing overall call activity across the enterprise.

How does HCWT help organizations implement telephone analytics?

High Country Workplace Technologies evaluates the existing telephone and contact-center environment, confirms platform compatibility, identifies reporting objectives, and helps configure the appropriate analytics modules. HCWT can also assist with data connections, dashboards, scheduled reports, real-time displays, user access, administrator training, and ongoing support.

Contact High Country Workplace Technologies today to learn more about telephone analytics and how they can benefit your business.