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 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
General Information About Aggregate Reports
This section describes the reports that contain key performance indicators for the main contact center resources such as agents, agent teams, services, and scenarios. These are available as out-of-the-box reports with Bright Pattern Contact Center:
- Agent Email Report
- Agent Performance Report
- Agent Time Allocation Report
- Campaign in Time Report
- 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 Metrics Report
- Service Staffing and Overflow Report
- Team Email Report
- Team Operation Quality Report
- Team Performance Report
- Telemarketing Compliance Report
- Virtual Queue (Callback) Report
Unless noted otherwise with respect to a particular metric, all call-related metrics count inbound calls for the aggregation interval in which they entered the system. For example, if a call entered the system in interval A and was answered in interval B, the service metric Answered will count it for interval A and not for interval B. Likewise, all internal and outbound calls are counted for the aggregation interval in which they were initiated.
Note also that all call-related metrics are also supported for the chat media type. Thus, for services that use media type chat, the term call in the description of any metric shall be interpreted as a chat interaction in the same context.