The metric that hides in the average
Why a 150+ seat contact center stopped trusting average hold time, what they tracked instead, and what it cost them to find out — measured in customers who waited forty minutes on hold without anyone noticing.
Contact center
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2026 · 03Field notes · Contact center metrics→
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2026 · 04Architecture · CDR & reporting
The CDR contains your answer — but only if you organize it first
Why most contact center reporting fails at the data organization layer, not the dashboard layer — and the small number of dimensions that turn a million-row table into something a supervisor can use.
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2026 · 04Architecture · Skill-based routing
Designing skill-based routing for inbound queues at 100+ seats
When simple ACD breaks at scale, the fix isn't fancier ACD. It's a skill model that matches how the work is actually shaped, not how the org chart is shaped — field-tested patterns from EBC's mid-market deployments.
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Multi-site UC
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2026 · 10Field notes · Multi-site UC
Ten locations, one phone system
How a specialty medical practice went from three locations on fragmented carrier contracts to ten locations on a single routable platform — and the staffing math (-9 FTE) that made the architecture pay for itself.
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Reference
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Living docReference · Integrations
Integrations — the productionized set
The integrations EBC ships and maintains with deployments. CRM, helpdesk, messaging, productivity, connectors. Each entry notes integration depth: pre-built, interop, or engagement-scoped.
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/ Editorial note — the library is small by design. Articles ship when there's something specific and field-tested to write about, not on a content calendar. More are in development covering legacy PBX migration, additional multi-site deployments, and contact center patterns we haven't written about yet. If there's a specific topic you'd like to see, mention it in your assessment request.