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• 5.2 • 5.3

Contents

Real-Time Metrics by Category

The following is a breakdown of all real-time metrics by their respective categories: agent, campaign, list, skill, service, and team. Some metrics fall into several categories. For complete definitions of these metrics, please see List of All Real-time Metrics.

Agent Metrics

  • Agent Idle Time
  • Agent State
  • Average ACW Time
  • Average Handle time
  • Average Idle Time
  • Average Preview Time
  • Average Sentiment
  • Calendar Reminders
  • Calendar Reminders in the Past
  • Callback Attempts Made for the Day
  • Completed Records With Personal Agent Assignments
  • Custom Survey Metric 1
  • Custom Survey Metric 2
  • Customer Satisfaction
  • First Call Resolution
  • Inbound Calls Duration Average for the Day
  • Inbound Calls Duration Total for the Day
  • Inbound Calls Rejected or Unanswered by Agents for the Day
  • Inbound Calls Released by Agents for the Day
  • Inbound Emails Carried Over from Previous Day
  • Inbound Emails Carried Over from Previous Day for New Cases
  • Inbound Emails Closed Without Reply for the Day
  • Inbound Emails Currently on Agents, Saved in Personal Queues
  • Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time
  • Inbound Emails Offered to Agent for the Day
  • Inbound Emails Pulled by Agent for the Day
  • Inbound Emails Replied for the Day
  • Inbound Emails Unanswered for the Day
  • Inbound Interactions Being Put on Hold by Agent(s) for the Day
  • Inbound Interactions Currently Handled by Agents
  • Inbound Interactions Handled by Agents for the Day
  • Inbound Interactions Received for the Day for New Cases
  • Inbound Interactions Transferred by Agents for the Day
  • Inbound Transfers Received for the Day
  • Most Frequent Dispositions
  • My ACW Time
  • My Break Time
  • My Busy Time
  • My Ready Time
  • My Success Rate
  • Net Promoter Score
  • Number of Inbound Emails Joined to Already Existing Case, Per Day
  • Number of Interactions on Agent
  • Number of Interactions Recategorized to a Different Service by Agents
  • Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes
  • Number of Unsolicited Emails and Follow-up Responses Started and Discarded by Agents for the Day
  • Occupancy in Campaign/Service
  • Outbound Calls Duration Average for the Day
  • Outbound Calls Duration Total for the Day
  • Outbound Calls Rejected or Unanswered by Agents for the Day
  • Outbound Emails Currently on Agents, Saved in Personal Queues
  • Outbound Interactions Handled by Agents for the Da/ Number of Unsolicited Emails and Follow-up Responses
  • Percentage of Records Skipped for the Day
  • Records Previewed for the Day
  • Records Skipped for the Day
  • Remaining Records with Personal Agent Assignments
  • Time in Preview
  • Unique Inbound Calls Handled by Agents for the Day
  • Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day


Campaign Metrics

  • Agent Idle Time
  • Agents Busy With Interactions of this Service
  • Agents in ACW State
  • Agents Ready
  • Average ACW Time
  • Average Handle Time
  • Average Idle Time
  • Average Preview Time
  • Average Sentiment
  • Average Speed of Answer/ AverageTtime to Reply
  • Average Success Rate - Percentage of Successful Call Attempts
  • Busy Agents
  • Call Handling Rate Per Hour
  • Callback Attempts Failed for the Day
  • Callback Attempts Made for the Day
  • Callbacks Abandoned During Colleciton of Callback Data for the Day
  • Callbacks Attempts Reconnected to Customers for the Day
  • Callbacks Cancelled for the Day
  • Callbacks Currently Waiting in Queue
  • Callbacks Requested for the Day
  • Callbacks Successfully Scheduled for the Day
  • Campaign Mode
  • Completed Records in Active Lists
  • Completed Records With Personal Agent Assignments
  • Estimated Campaign Duration
  • Estimated Wait Time
  • Inbound Calls Abandoned for the Day
  • Inbound Calls Abandoned in IVR for the Day
  • Inbound Calls Abandoned in Queue for the Day
  • Inbound Calls Abandoned While Ringing for the Day
  • Inbound Calls Currently in IVR
  • Inbound Calls Currently Ringing
  • Inbound Calls Dropped by System in IVR for the Day
  • Inbound Calls Dropped by System in Queue for the Day
  • Inbound Calls Dropped by System While Ringing for the Day
  • Inbound Calls Duration Average for the Day
  • Inbound Calls Duration Total for the Day
  • Inbound Calls First Time Queued for the Day
  • Inbound Calls Queued for the Day
  • Inbound Calls Rejected or Unanswered by Agents for the Day
  • Inbound Calls Released by Agents for the Day
  • Inbound Calls Released by Callers for the Day
  • Inbound Calls Routed to Agents for the Day
  • Inbound Calls Self Serviced for the Say
  • Inbound Calls Short Abandoned in Queue for the Day
  • Inbound Emails Carried Over from Previous Day
  • Inbound Emails Carried Over from Previous Day for New Cases
  • Inbound Emails Closed Without Reply for the Day
  • Inbound Emails Currently on Agents, Saved in Personal Queues
  • Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time
  • Inbound Emails Offered to Agent for the Day
  • Inbound Emails Pulled by Agent for the Day
  • Inbound Emails Replied for the Day
  • Inbound Emails Unanswered for the Day
  • Inbound Interactions Being Put on Hold by Agent(s) for the Day
  • Inbound Interactions Currently in IVR, Queue or on Agents
  • Inbound Interactions Currently in Queue
  • Inbound Interactions Handled by Agents for the Day
  • Inbound Interactions Received for the Day
  • Inbound Interactions Received for the Day for New Cases
  • Inbound Interactions Transferred by Agents for the Day
  • Inbound Service Level Target
  • Inbound Service Level Threshold
  • Inbound Transfers Received for the Day
  • Logged-in Agents
  • Max Inbound Wait Time
  • My Success Rate
  • My Team Success Rate
  • Not Ready Agents
  • Number of Inbound Emails Joined to Already Existing Case, Per Day
  • Number of Interactions on Agent
  • Number of Interactions Re-categorized from a Different Service by Agents
  • Number of Interactions Recategorized to a Different Service by Agents
  • Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes
  • Number of Records Excluded by DNC Lists from Active Lists
  • Number of Unsolicited Emails and Follow-up Responses Started and Discarded by Agents for the Day
  • Occupancy in Campaign/Service
  • Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day
  • Outbound Call Attempts Currently in Progress
  • Outbound Call Attempts for the Day
  • Outbound Calls Abandoned at Any Stage for the Day
  • Outbound Calls Abandoned in IVR for the Day
  • Outbound Calls Abandoned in Queue for the Day
  • Outbound Calls Abandoned While Ringing for the Day
  • Outbound Calls Attemtps Failed for the Day
  • Outbound Calls Currently in IVR
  • Outbound Calls Currently in Queue
  • Outbound Calls Delivered to Agents and Currently Ringing
  • Outbound Calls Dropped in IVR for the Day
  • Outbound Calls Dropped in Queue for the Day
  • Outbound Calls Dropped While Ringing for the Day
  • Outbound Calls Duration Average for the Day
  • Outbound Calls Duration Total for the Day
  • Outbound Calls Queued for the Day
  • Outbound Calls Rejected or Unanswered by Agents for the Day
  • Outbound Calls Released by Agent for the Day
  • Outbound Calls Released by Remote Party for the Day
  • Outbound Calls Routed to Agents for the Day
  • Outbound Calls Self Serviced for the Day
  • Outbound Calls Transferred by Agents for the Day
  • Outbound Current Calling Rate
  • Outbound Emails Currently on Agents, Saved in Personal Queues
  • Outbound Interactions Currently Handled by Agents
  • Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses
  • Outbound Successful Calls Attempts for the Day
  • Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day
  • Percentage of Inbound Calls Abandoned for the Day
  • Percentage of Inbound Calls Abandoned in Queue for the Day
  • Percentage of Inbound Calls Handled for the Day
  • Percentage of Inbound Calls Short Abandoned in Queue for the Day
  • Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls
  • Percentage of Inbound Interactions Answered in Service Level Over the Day
  • Percentage of Outbound Calls Abandoned at Any Stage for the Day
  • Percentage of Outbound Calls Abandoned in IVR for the Day
  • Percentage of Outbound Calls Abandoned in Queue for the Day
  • Percentage of Outbound Successful Call Attempts for the Day
  • Percentage of Records Attempted for the Day
  • Percentage of Records Completed for the Day
  • Percentage of Records Completed in Active Lists
  • Percentage of Records Skipped for the Day
  • Records Attempted for the Day
  • Records Completed for the Day
  • Records Dialable Right Now
  • Records Expired
  • Records Previewed for the Day
  • Records Skipped for the Day
  • Records State Chart
  • Remaining Records in Active Lists
  • Remaining Records with Personal Agent Assignments
  • Time in Preview
  • Total Number of Records in Active Lists
  • Unique Inbound Calls Handled by Agents for the Day
  • Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day


List Metrics

  • Completed Records in Active Lists
  • Completed Records With Personal Agent Assignments
  • Number of Records Excluded by DNC Lists from Active Lists
  • Number of Records With a Success Disposition
  • Percentage of Records Attempted for the Day
  • Percentage of Records Completed for the Day
  • Percentage of Records Completed in Active Lists
  • Quota of Successes for the Calling List Quota Group
  • Records Attempted for the Day
  • Records Completed for the Day
  • Records Dialable Right Now
  • Records Expired
  • Records State Chart
  • Remaining Records in Active Lists
  • Remaining Records with Personal Agent Assignments
  • Total Number of Records in Active Lists


Skill Metrics

  • Agents Ready
  • Inbound Interactions Currently in Queue
  • Logged-in Agents
  • Max Inbound Wait Time


Service Metrics

  • Agents Busy With Interactions of this Service
  • Agents in ACW State
  • Agents Ready
  • Average ACW Time
  • Average Handle Time
  • Average Idle Time
  • Average Preview Time
  • Average Speed of Answer/ AverageTtime to Reply
  • Busy Agents
  • Callback Attempts Failed for the Day
  • Callback Attempts Made for the Day
  • Callbacks Abandoned During Colleciton of Callback Data for the Day
  • Callbacks Attempts Reconnected to Customers for the Day
  • Callbacks Cancelled for the Day
  • Callbacks Currently Waiting in Queue
  • Callbacks Requested for the Day
  • Callbacks Successfully Scheduled for the Day
  • Completed Records in Active Lists
  • Completed Records With Personal Agent Assignments
  • Custom Survey Metric 1
  • Custom Survey Metric 2
  • Customer Satisfaction
  • Estimated Campaign Duration
  • Estimated Wait Time
  • First Call Resolution
  • Inbound Calls Abandoned for the Day
  • Inbound Calls Abandoned in IVR for the Day
  • Inbound Calls Abandoned in Queue for the Day
  • Inbound Calls Abandoned While Ringing for the Day
  • Inbound Calls Currently in IVR
  • Inbound Calls Currently Ringing
  • Inbound Calls Dropped by System in IVR for the Day
  • Inbound Calls Dropped by System in Queue for the Day
  • Inbound Calls Dropped by System While Ringing for the Day
  • Inbound Calls Duration Average for the Day
  • Inbound Calls Duration Total for the Day
  • Inbound Calls First Time Queued for the Day
  • Inbound Calls Queued for the Day
  • Inbound Calls Rejected or Unanswered by Agents for the Day
  • Inbound Calls Released by Agents for the Day
  • Inbound Calls Released by Callers for the Day
  • Inbound Calls Routed to Agents for the Day
  • Inbound Calls Self Serviced for the Say
  • Inbound Emails Carried Over from Previous Day
  • Inbound Emails Carried Over from Previous Day for New Cases
  • Inbound Emails Closed Without Reply for the Day
  • Inbound Emails Currently on Agents, Saved in Personal Queues
  • Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time
  • Inbound Emails Replied for the Day
  • Inbound Emails Unanswered for the Day
  • Inbound Interactions Currently in IVR, Queue or on Agents
  • Inbound Interactions Currently in Queue
  • Inbound Interactions Handled by Agents for the Day
  • Inbound Interactions Received for the Day
  • Inbound Interactions Received for the Day for New Cases
  • Inbound Interactions Transferred by Agents for the Day
  • Inbound Service Level Target
  • Inbound Service Level Threshold
  • Inbound Transfers Received for the Day
  • Logged-in Agents
  • Max Inbound Wait Time
  • Net Promoter Score
  • Not Ready Agents
  • Number of Inbound Emails Joined to Already Existing Case, Per Day
  • Number of Interactions Re-categorized from a Different Service by Agents
  • Number of Interactions Recategorized to a Different Service by Agents
  • Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes
  • Number of Records Excluded by DNC Lists from Active Lists
  • Number of Records in Quota Groups That Reached Quota Limits
  • Number of Records With a Success Disposition
  • Number of Unsolicited Emails and Follow-up Responses Started and Discarded by Agents for the Day
  • Occupancy in Campaign/Service
  • Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day
  • Outbound Call Attempts Currently in Progress
  • Outbound Call Attempts for the Day
  • Outbound Calls Abandoned at Any Stage for the Day
  • Outbound Calls Abandoned in IVR for the Day
  • Outbound Calls Abandoned in Queue for the Day
  • Outbound Calls Abandoned While Ringing for the Day
  • Outbound Calls Attemtps Failed for the Day
  • Outbound Calls Currently in IVR
  • Outbound Calls Currently in Queue
  • Outbound Calls Delivered to Agents and Currently Ringing
  • Outbound Calls Dropped in IVR for the Day
  • Outbound Calls Dropped in Queue for the Day
  • Outbound Calls Dropped While Ringing for the Day
  • Outbound Calls Duration Average for the Day
  • Outbound Calls Duration Total for the Day
  • Outbound Calls Queued for the Day
  • Outbound Calls Rejected or Unanswered by Agents for the Day
  • Outbound Calls Released by Agent for the Day
  • Outbound Calls Released by Remote Party for the Day
  • Outbound Calls Routed to Agents for the Day
  • Outbound Calls Self Serviced for the Day
  • Outbound Calls Transferred by Agents for the Day
  • Outbound Current Calling Rate
  • Outbound Interactions Currently Handled by Agents
  • Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses
  • Outbound Successful Calls Attempts for the Day
  • Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day
  • Percentage of Inbound Calls Abandoned for the Day
  • Percentage of Inbound Calls Abandoned in Queue for the Day
  • Percentage of Inbound Calls Handled for the Day
  • Percentage of Inbound Calls Short Abandoned in Queue for the Day
  • Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls
  • Percentage of Inbound Interactions Answered in Service Level Over the Day
  • Percentage of Outbound Calls Abandoned at Any Stage for the Day
  • Percentage of Outbound Calls Abandoned in IVR for the Day
  • Percentage of Outbound Calls Abandoned in Queue for the Day
  • Percentage of Outbound Successful Call Attempts for the Day
  • Percentage of Records Attempted for the Day
  • Percentage of Records Completed for the Day
  • Percentage of Records Completed in Active Lists
  • Percentage of Records Skipped for the Day
  • Records Attempted for the Day
  • Records Completed for the Day
  • Records Dialable Right Now
  • Records Expired
  • Records Previewed for the Day
  • Records Skipped for the Day
  • Records State Chart
  • Remaining Records in Active Lists
  • Remaining Records with Personal Agent Assignments
  • Total Number of Records in Active Lists
  • Unique Inbound Calls Handled by Agents for the Day


Team Metrics

  • Agents in ACW State
  • Agents Ready
  • Average ACW Time
  • Average Handle Time
  • Average Idle Time
  • Busy Agents
  • Calendar Reminders
  • Calendar Reminders in the Past
  • Call Handling Rate Per Hour
  • Custom Survey Metric 1
  • Custom Survey Metric 2
  • Customer Satisfaction
  • First Call Resolution
  • Inbound Interactions Handled by Agents for the Day
  • Logged-in Agents
  • My Team Success Rate
  • Net Promoter Score
  • Not Ready Agents
  • Occupancy in Campaign/Service
  • Outbound Calls Rejected or Unanswered by Agents for the Day
  • Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses


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