General Information About Detail Reports

Bright Pattern Documentation

Generated: 10/23/2021 6:28 pm
Content is available under license unless otherwise noted.

Agent Activity Report

The Agent Activity report provides detailed records of activities of selected agents in chronological order. These details are called metrics.


Running the Agent Activity report


You can narrow the report's data by specifying the following parameters:


Metric Descriptions

The Agent Activity Report provides records of activities of selected agents. The metrics of this report are organized into columns, which are described as follows:

Activity

The activity type, which can be one of the following:

Agent disposition

For an interaction-handling activity, the disposition assigned to the call by this agent

Case ID

For an interaction-handling activity, the identifier of the case that this interaction is related to. It currently applies to email interactions only

Co-browse

Indicates whether any co-browsing sessions took place during this interaction. Currently works for co-browsing with Surfly only.

Detail

Disposition

For interaction-handling activity, Disposition provides information about how the activity ended. Such Dispositions are described as follows:

Duration

The time spent in this activity.

For interaction processing activities, duration includes both in-focus and out-of-focus time, as well as After Call Work (ACW) time.

External Number

Held

The number of times the agent placed the call on hold during this activity (for emails and chats, the number of times the agent had the interaction out of focus during this activity)

Hold Time

Note that Hold Time is displayed for interaction-handling activities only.

Max Hold

The duration of the longest period a call was on hold during this activity

Media type

For an interaction-handling activity, the interaction media type

Reply Time

The total amount of time from the moment the email interaction was accepted by the agent or entered his personal queue and until it was completed (including ACW if any) or transferred

Service

For an interaction-handling activity, the name of the service associated with this interaction

Talk Time

Note that Talk Time is displayed for interaction-handling activities only.

Time

The time when the activity started. Only the activities that started within the selected reporting interval will be shown.



Call Detail Report

The Call Detail report provides detailed records of interactions in chronological order. A combination of filters From Phone, Original Destination Phone, and Connected To Phone allows you to request this report for interactions that originated from specific phone numbers, were made to specific service numbers, and were connected to specific phone numbers. The report does not include unanswered call attempts made by the Dialer for predictive/progressive campaigns; such attempts are reported via campaign results. For manual outbound calls, a Call Detail report is created for any call attempts that reached the carrier network (i.e., where the INVITE request was actually sent to a SIP trunk).

Note: This report provides records for voice and chat interactions only. Email interaction records appear in the Email Detail Report.


The Call Detail report provides detailed records of call interactions


Metric Descriptions

The metrics of this report are organized into columns, which are described as follows.

Agent disposition

The Disposition assigned to this interaction by the agent

Co-browse

Indicates whether any co-browsing sessions took place during this interaction. Currently works for co-browsing with Surfly only.

Connected To

The name (if known) of the party that answered the call/chat

Connected To #

For calls, the phone number of the destination where the call was answered

Date

Dialing/Ringing

Disposition

Disposition provides information about how the interaction ended. Disposition can be one of the following:

Duration

For calls and chats, the total duration of the interaction from the moment it entered the system or was initiated and until it was released.

Note that transferred interactions produce a separate record for each transfer segment, where each record shows duration of the corresponding segment.

From

The address from which the interaction originated

Global ID

The Global interaction identifier

Held

The number of times the call was placed on hold (for emails and chats, the number of times the chat interaction was out of focus)

Hold

The total time the call spent on hold. For chats, the total out-of-focus time (the time the interaction spent at the agents’ desktops, excluding the Talk time.)

In SL

In SL indicates whether this interaction was answered within the service level threshold configured for the associated service.

Possible values: Yes, No, and empty string.

Note that this field will also be set to Yes for short-abandoned calls. Such calls will have the Disposition field set to Abandoned in queue.

IVR

The amount of time that this call spent in IVR

Max Hold

The duration of the longest period the call was on hold

Media Type

The interaction media type, which can be either VOICE or CHAT

Notes

The free-text notes provided by the agent for this interaction

Original Destination

The original destination of the interaction

Queue time

The amount of time that this interaction spent in the service queue

Scenario

The name of the first scenario that was used to process this interaction

Service/Campaign

The name of the service or campaign associated with this interaction

If the interaction was recategorized or transferred to a different service, each such event will produce a new record with a new service name.

Talk

The total call talk time, excluding hold time. For chats, the total in-focus time (the time the interaction was selected in the active communications lists of the agents who processed it.)

Time


Transferred From

In case this interaction originated by way of transfer, Transferred from refers to the extension from which this interaction was transferred.

Type

The call type, which can be one of the following:

Wrap-up time

The amount of time the agents spent doing after-call work related to this interaction



Email Detail Report

The Email Detail report provides detailed records of emails in chronological order. A combination of filters such as From, To, and Connected To allow you to request this report for emails that originated from a specific email address, emails that were sent to a specific email address, and emails that were a handled by a specific agent.


The Email Detail report provides detailed email records


Metric Descriptions

The metrics of this report are organized into columns, which are described as follows in the order in which they appear in the report.

Date

Time

Time is given in Universal Coordinated Time (UTC).

Type

Type refers to the email type, which can be one of the following:

From

From refers to the email address in the "From" field.

Original Destination

Original Destination is the email address used as the destination address by the original sender.

Connected to

For inbound emails, Connected to is the name of the party that received the email.

Service/Campaign

Service/Campaign is the name of the service associated with this email. If the interaction was recategorized or transferred to a different service, each such event will produce a new record with the new service name.

Transferred from

In case this email originated by way of transfer, Transferred from refers to the agent who transferred this email.

Agent disposition

Agent disposition is the disposition assigned to this interaction by the agent.

Action

Action provides information about how the interaction ended.

An action can be one of the following:

Queue time

Queue time is the amount of time that an inbound email spent in the service queue.

In Focus

The total in-focus time is the time the interaction was selected in the active communications lists of the agents who processed it.

Out of Focus

Total out-of-focus time is the time the interaction spent at the agents’ desktops, excluding Talk time.

Handle time

Note that transferred and recategorized emails produce multiple records in this report, where the first record shows Handle time as an empty string and the last record shows the total interaction duration. Note also that duration always shows calendar time (total time between the specified moments) regardless of hours of operation of the associated service (e.g., if an email was received at 4 pm and replied the next day at 10 am, the duration will show 18 hours, even if the call center was closed during the night time).

Wrap-up time

Wrap-up time is the amount of time the agents spent doing after-call work related to this email.

Case ID

Case ID is the identifier of the case that is related to this interaction.

Thread ID

Thread ID is the identifier of the email thread.

Subject

Subject refers to the content of the email subject line.

In SL

In SL indicates whether this email was replied to within the service level threshold configured for the associated service.

Possible values: Yes, No, and empty string.

Empty string is used if no service level is configured for the given service and when the result of email processing was anything other than a reply. Note that service level calculation excludes the hours outside of the HOP configured for the associated email service.

Global ID

Global ID is the Global interaction identifier.