From Bright Pattern Documentation
• 5.2 • 5.3
Contents
- Introduction
- Tutorials
- Starting Your Working Session
- Starting Agent Desktop
- User Interface Overview
- Working as an Agent
- Working as a Supervisor
- Wallboard
- Home Page
- Cases
- Agent Management
- Changing Agent State
- About Chat Center
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality Management
- Calendars
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota Metrics
- Lists View
- List of List Metrics
- Campaign Teams View
- Email Queue
- Real-time Metrics
- General Information About Metric Viewing
- Understanding Real-Time Metrics
- Team Metrics View
- List of Team Metrics
- Service Metrics View
- Service Metric Descriptions
- Skill Metrics View
- 1 List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
Supervisor Guide
List of Skill Metrics
This section provides detailed descriptions of the real-time metrics that apply to individual skills associated with a selected service and that can be displayed via the Skill Metrics View. Metrics are arranged in alphabetical order.
Note the following general considerations regarding skill metrics:
- Unless noted otherwise, the terms interactions in the metric descriptions shall be interpreted as interactions that requested (1) the service for which the skill metric view is displayed AND (2) the given skill within this service.
- The term agents in the metric definitions shall be interpreted as agents who have (1) the service skill for which the skill metric view is displayed AND (2) the given skill. Note that since one service may be associated with more than one team, the agent-related skill metrics (Logged In and Ready) may include agents that you are not assigned to supervise
Skill Metrics
For definitions of these metrics, as well as a complete list of real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide.