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• 5.2 • 5.3

Contents

Team Performance Report

This report provides general performance metrics for selected teams.

All interaction-related metrics in this report are calculated for call and chat media types. For team email metrics, use the Team Email Report.


Metric Descriptions

Occupancy %

Occupancy % is the percentage to time that all agents of this team spent handling calls, including after call work, relative to the total working time (i.e., handling calls and being ready to handle calls).

Number of Calls Handled

Number of Calls Handled is the total number of inbound calls handled by all agents of this team.

Average Handling Time (Inbound)

Average Handling Time (Inbound) is the average handling time, including after call work, for inbound calls handled by all agents of this team.

Number of Calls Made

Number of Calls Made is the total number of outbound calls handled by all agents of this team.

Average Handling Time (Outbound)

Average Handling Time (Outbound) is the average handling time, including after call work, for outbound calls handled by all agents of this team.

Number of Surveys

These are the mumber of surveys available for calls handled by all agents of this team.

First Call Resolution %

First Call Resolution % is the percentage of surveys that indicated first call resolution relative to the total number of surveys available for calls handled by all agents of this team.

Contact Satisfaction

Contact Satisfaction is the average of contact satisfaction marks from all surveys available for calls handled by all agents of this team.

Net Promoter Score

The Net Promoter Score (NPS) is based on the results of surveys available for calls handled by all agents of this team. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/


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