Contents
- Reporting Reference Guide Introduction
- Purpose
- AudienceAccess to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Scheduling ReportsInteraction Records
- Interaction Records Search
- Search Criteria
- Search Results
- Global Interaction IdentifierQuality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen RecordingsAgent Timeline
- Agent Activity Search Detail Reports
- General Information About Detail Reports
- Agent Activity Report
- Agent Activity CSV Report
- Call Detail Report
- Call Detail CSV Report
- Email Detail Report
- Internal Chats ReportAggregate Reports
- General Information About Aggregate Reports
- Agent Email Report
- Agent Login/Logout Report
- Agent Performance Report
- Agent Time Allocation Report
- Campaign in Time Report
- Monthly Concurrent Users Report
- Dispositions in Time Report
- Email Service Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Requested Skills Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Service in Time Report
- Service in Time - Voice and Chat Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Team Email Report
- Team Operation Quality Report
- Team Performance Report
- Telemarketing Compliance Report
- Virtual Queue (Callback) ReportCarrier Usage
- Current Usage ReportsPatterns
- Customer Conversation Patterns ReportCampaign Results
- Detailed Format
- Simple FormatRecordings Details
- Recordings Details FormatReal-time Metrics
- Information About Real-Time Metrics
- List of All Real-Time Metrics
- Real-Time Metrics by Category
General Information About Detail Reports
This section describes the reports that contain detailed records for agent activities and contact center interactions:
These reports are Bright Pattern Contact Center's available out-of-the-box reports.
Despite telephony-oriented names of some parameters (e.g., Talk time, Hold time, External number), these reports provide data for interactions of various media types. For the correct interpretation of the parameter with respect to a particular media type, refer to the parameter description. Where the distinction between media types exist, the description refers to specific media types using terms calls, chats, and emails. Where the described parameter has the same meaning for all supported media types, the generic term interaction is used.
Note: All duration values in detail reports are calculated by subtracting the number of full calendar seconds in the start time from the same number in the end time (i.e., milliseconds are disregarded).
Consider these examples:
- A call that was answered at 11:00:00:005 and released at 11:00:00:998 will have talk time of 0 seconds (00:00:00) in reports.
- A call that was answered at 11:00:00:995 and released at 11:00:01:005 will have talk time of 1 second (00:00:01) in reports.