Service Metrics View

Bright Pattern Documentation

Generated: 9/18/2021 5:13 pm
Content is available under license unless otherwise noted.


List of Service Metrics

The following is a list of service 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. The metrics here are listed in alphabetical order.

Busy

Busy Svc

CB Requested

CB Waiting

IN ASA

IN Active

IN Agent Disconnected

IN Avg Talk Time

IN Breached SLA

IN Carried Over

IN Carried Over New

IN Closed

IN Desktop

IN EWT

IN Handled

IN Handled New

IN Handled Unique

IN Handled Unique %

IN IVR Abandoned

IN IVR Dropped

IN in IVR

IN Max Wait

IN Queue Abandoned

IN Queue Abandoned %

IN Queue Dropped

IN Queue Sh-Abandoned

IN Queue Sh-Abandoned %

IN Queued

IN Queued Unique

IN Received

IN Received New

IN Rejected

IN Remote Disconnected

IN Replied

IN Ringing

IN Ringing Abandoned

IN Ringing Dropped

IN Routed

IN Self Serviced

IN Svc Change Received

IN Svc Changed

IN Svc Level %

IN Svc Level Day %

IN Total Abandoned

IN Total Abandoned %

IN Total Talk Time

IN Transferred

IN Waiting

IN in Progress

IN on Hold

IN on Hold Unique

Logged In

Not Ready

OUT Abandoned

OUT Abandoned %

OUT Active

OUT Agent Disconnected

OUT Answered

OUT Answered %

OUT Avg Talk Time

OUT Dialed

OUT Handled

OUT in Progress

OUT IVR Abandoned

OUT IVR Abandoned %

OUT IVR Dropped

OUT Queue Abandoned

OUT Queue Abandoned %

OUT Queue Dropped

OUT Rejected

OUT Remote Disconnected

OUT Ringing

OUT Ringing Abandoned

OUT Ringing Dropped

OUT Routed

OUT Total Talk Time

OUT Transferred

OUT Unattended

OUT Unattended %

Occupancy

Ready

Customizing Metrics

Depending on your permissions, you may be able to customize real-time metric views by removing undesired metrics, adding other metrics that you may want to see, and changing the order in which metrics are arranged in the table. You may also be able to set such a customized view as a default view for all other supervisors of your contact center.

Adding and Removing Metrics

To remove a particular metric:

  1. Hover your cursor over the corresponding column name and click the drop-down menu icon Pull-Down-Icon.png that will appear.
  2. Select the Hide metric option.


How to hide metrics


To add a metric:

  1. Hover your cursor over the name of the column next to where you want to add this new metric, and click the drop-down menu icon Pull-Down-Icon.png that will appear.
  2. Select the Add metrics… option. A list of available metrics will appear with checkboxes next to their names.
  3. Locate the desired metric in the list and select its checkbox.
  4. Click OK.


Select the metrics to be shown in Agent Desktop


Rearranging Metrics Columns and Reverting to Default Views

To rearrange the order of columns in the metrics view, use the mouse to click on and drag the name of the columns to the desired locations.


Click and drag to arrange metrics


You can also restore the original metrics set with the original order of columns. To do so, open the drop-down menu next to any metric and click the Restore default view option.

Saving a New Default View

Once you have completed all of the desired configuration changes, you can set the new view as the new default view for all other supervisors of your contact center. To do so, open the drop-down menu next to any metric and click the Set view as default system-wide setting. Note that this function requires a separate permission.

The list of metrics that appears when you click the Add metric… option contains brief descriptions for all real-time metrics available for the selected object (service, campaign, or agent). For the descriptions of metrics currently displayed in the metrics views, you can simply hover over the corresponding column titles.

For more detailed metric descriptions, see the following articles in the Supervisor Guide: