Home Page Widgets

The configuration of the home page can be changed; either you or your supervisor can select what widgets to show in any of the six slots. If the widgets are changed, the current layout is saved upon logout.

To change the display in a given widget, click the down arrow located in the upper right-hand corner. This will produce a drop-down menu that allows you to choose any of the widgets for display.

List of Home Page Widgets

The following is a list of the widgets available for the home page, including descriptions of what they do. Widgets are listed in alphabetical order.

Agenda

The Agenda widget displays upcoming agenda items from your Calendar. If there is no agenda, the widget will display text stating so.

The widget shows your schedule for today based on the current time (all items currently in progress and scheduled later than the current time). Items in progress or items that are due in less than 10 minutes are shown with a red bar on the left side. Items that are due in less than 2 hours are shown with a brown bar on the left side. Other items are shown with a blue bar on the left side.

If the number of scheduled items is too large, then the widget shows the top few items and dots (“…”). If you click within the widget, Agent Desktop navigates to the Calendar.

Alerts

The Alerts widget displays the last delivered supervisor’s internal chat message. If a new message is delivered, it replaces the previous one. If you click within the Alerts widget, Agent Desktop navigates to Personal Chat and the current message is considered “read” and is removed from the widget.

Break Time Remaining

The Break Time Remaining widget displays the total time used out of your allotted break time. Break time is accumulated by being in any of the Not Ready reasons your contact center’s administrator configured as counting toward break time. If you hover your cursor over the widget, you may highlight either allotted break time or used time.

Dispositions

The Dispositions widget displays a count of all dispositions that have been assigned to handled tasks. If you hover your cursor over the widget, you may highlight information about any of the displayed dispositions.

My Stats vs. My Team

The My Stats vs. My Team's widget displays metrics of your performance against the average of your team's. The metrics are the following:

• Handled

Displays the number of interactions handled by agents for the day

• Average handling time

Displays the average amount of time spent handling and completing interactions

• Successful interactions

Displays the percentage of calls that received the Success disposition type

If you hover your cursor over the widget, you may highlight information about any of the displayed metrics.

Satisfaction

The Satisfaction widget displays a short list of real-time metrics related to a customer's satisfaction.

You can also configure what real-time metrics are displayed within the widget. The metrics are:

• Custom Survey Metric 1
• Custom Survey Metric 2
• Demeanor
• Net Promoter Score
• Resolutions

Please note: Demeanor, Net Promoter Score, and Resolutions are the default metrics displayed.

Configuring the Satisfaction Widget

To change the metrics displayed in this widget, click the cog icon in the upper right-hand corner of the widget. A pop-out window will allow you to select the desired metric.

Metrics available for display will be seen in the Available box on the left and metrics already displayed will be seen in the Included box on the right.

• To add a metric, select the button with the greater-than symbol
• To remove a metric, select the button with the less-than symbol
• To add all metrics, select the button with two greater-than symbols
• To remove all metrics, select the button with two less-than symbols

Home Page

The home page displays widgets containing metrics that allow you to monitor key areas of your and your team's performance. You can change the placement of the widgets and configure some widget metrics. As a supervisor, your view of the home page is different than your agents' view as you have more widget options.

Home Page Widgets

There are nine widget options in total: six standard plus three additional widgets available to supervisors. There are six slots for these widgets to be displayed in. The following are the widgets available for display:

• Agenda
• Agent by State
• Campaigns Calls in Progress
• Customer Satisfaction
• Dispositions
• Lowest Occupancy Agents
• Longest Break Time
• Longest Wait Time
• Worst Service Level

To change the display in a given widget, click the down arrow located in the upper right-hand corner of the widget. This will produce a drop-down menu that allows you to choose any of the widgets for display.

Widget Descriptions

The following is a list of the widgets available for the home page, including descriptions of what they do and the metrics they contain. Widgets are listed in alphabetical order.

Agenda

The Agenda widget displays upcoming agenda items from your Calendar. If there is no agenda, the widget will display text stating so.

The widget shows your schedule for today based on the current time (all items currently in progress and scheduled later than the current time). Items in progress or items that are due in less than 10 minutes are shown with a red bar on the left side. Items that are due in less than two hours are shown with a brown bar on the left side. Other items are shown with a blue bar on the left side.

If the number of scheduled items is too large, then widget shows the top few items and dots (“…”). If you click within the widget, Agent Desktop navigates to the Calendar.

Agent by State

The Agent by State pie chart shows the state of all logged-in agents from your sub-teams. The following states displayed are:

• ACW (After Call Work)
• Busy
• NR (Not Ready)
• Ready

It is possible to filter each of these states out of view by clicking on the state name. To filter a state back in, click on the name again.

Campaigns Calls in Progress

Campaign Calls in Progress displays the number of calls currently being attempted in all running outbound campaigns.

Customer Satisfaction

The Customer Satisfaction widget displays the results of customer satisfaction surveys per agent; the results are displayed as a percentage (0-100).

Dispositions

Dispositions displays the count of selected dispositions for all agents on the team, summed by dispositions; these are configured by your contact center administrator.

To add or remove dispositions from the widget, click the cog icon in the upper right-hand corner of the metric. From here, you may select from the pop-out menu which dispositions will be displayed.

Lowest Occupancy Agents

Lowest Occupancy Agents displays the top 7 agents with the lowest occupancy rates. Occupancy is the average percentage of time agents that have spent handling interactions of the given service (including the preview time and after-call work) relative to their total working time (i.e., the time the agents have spent handling interactions of any service and being Ready to handle interactions).

Longest Break Time

Longest Break Time displays the names of the top 7 agents with the longest break time. Break time is accumulated by being in any of the System Not Ready reasons or Custom Not Ready reasons your contact center’s administrator configured as counting toward break time.

Longest Wait Time

Longest Wait Time shows the longest wait time for a given service; the name of the service will be displayed at the bottom. Default thresholds (in minutes) are 10, 20, 40 and are displayed as the corresponding colors green, yellow, and red.

Worst Service Level

The Worst Service Level widget, utilizing the metric IN Svc Level %, specifically highlights the service with the lowest percentage of handled interactions. Default threshold percentages are 50, 75, 90, and are displayed as the corresponding colors red, yellow, green.

Break Time

The Break Time widget displays an agent's total idle time out of their allotted break time. Break time is accumulated by being in any of the System Not Ready reasons or Custom Not Ready reasons your contact center’s administrator configured as counting toward break time. If you hover your cursor over the widget, you may highlight either the break or idle time.

Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Break Time settings are as follows.

Agent

The Agent setting allows you to select any member of your team(s) or Logged in User (i.e., yourself) for display; the default is Logged in User.

List of All Real-Time Metrics

The following is a list of real-time metrics. The metrics are listed in alphabetical order by their full name; shortened names will be shown in parenthesis if available. Wallboard and Dashboard names will also be listed where applicable.

For a full list of the vocabulary used in metrics definitions, see Glossary. Additionally, for a list of all metrics by category, see Real-Time Metrics by Category. A grid view of these metrics can also be found in List of Statistics in the Real-Time Statistic API guide.

Agent Idle Time (Idle Time)

Metrics categories: Agent, Campaign

Agent Idle Time is the current idle time for agents, which is the number of seconds an agent has waited since the last interaction; it is calculated as the difference between the current time and time of last agent state change. Note that Idle Time includes Not Ready time.

Agent State

Metrics category: Agent

Agent State displays the current agent state in text form. For the Not Ready state, this metric includes the reason for not being ready, if available. Note that the same information is shown as an icon preceding agent’s name. Agent states and icons are explained in detail in the Bright Pattern Contact Center Agent Guide, section Understanding and Handling Your States.

Agents Busy With Interactions of This Service (Busy Svc)

Wallboard name: Agents busy with this service
Metrics categories: Campaign, Service

Agents Busy With Interactions of This Service provides the number of agents who are currently handling interactions associated with the given service. This metric includes agents in the ACW state with respect to such interactions.

Agents in ACW State (ACW Count)

Metrics category: Campaign, Service, Team

Agents in ACW State is the number of agents currently handling After Call Work (ACW). When displayed as a total for several services, this metric shows the total number of distinct agents with the given service skill(s) in this state. Agents with skills corresponding to multiple services in the set are counted once.

Agents Ready (Ready)

Wallboard name: Matching agents ready
Metrics categories: Campaign, Skill, Service, Team

Agents Ready is the number of agents in Ready state. When displayed as a total for several services, this metric shows the total number of distinct agents with the given service skill(s) in this state. Agents with skills corresponding to multiple services in the set are counted once.

Average ACW Time (Avg ACW Time or AACW)

Dashboard name: AACW
Metrics category: Agent, Campaign, Service, Team

Average ACW Time is the average daily time agents spend handling After Call Work (ACW). When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services).

Average Handle Time (IN Avg Handle Time)

Wallboard name: Average handle time
Metrics category: Agent, Campaign, Service, Team

Average Handle Time is the average time, including hold time and after-call-work time, that the agent has answered and handled calls to the service. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services).

Average Idle Time (Avg Idle Time)

Wallboard name: Average idle time of matching agents
Metrics categories: Agent, Campaign, Service, Team

Average Idle Time is the average time that agents have waited between the handling of service interactions. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services). Note that Avg Idle Time includes Not Ready time.

Average Preview Time (Avg Preview Time)

Wallboard name: Average preview time of matching agents
Metrics categories: Agent, Campaign, Service

Average Preview Time is the average time that agents reviewed records of previewed outbound campaigns, from the moment the preview record was accepted by agents and until it was either dialed or skipped. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services).

Average Sentiment (Sentiment)

Metrics categories: Agent, Campaign

Average Sentiment is the average current sentiment of calls. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services).

Average Speed of Answer/Reply (IN ASA)

Wallboard name: Average speed of answer/reply
Metrics categories: Service

Average Speed of Answer is the average time that the calls waited in the service queue before being answered. Average Time to Reply is the average time between email arrival and the sending of the first meaningful reply (acknowledgment is not considered a meaningful reply). This metric is a cumulative statistic calculated for all interactions since the reset time. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services) and is common for both inbound calls and emails.

Note: If ACW is set for an email service, then this metric is changed only after an agent leaves the ACW state.

Average Success Rate - percentage of successful call attempts (ASR %)

Metrics category: Campaign

Average Success Rate is the percentage of successful call attempts out of the last several hundred call attempts made (250 attempts, by default). This metric is used to adjust the calling rate of a predictive campaign to achieve optimal occupancy of available agents without losing answered calls. Thus, the successful call attempt is defined as any call attempt that was answered and queued for delivery to an agent.

Busy Agents (Busy)

Wallboard name: Matching agents busy
Metrics categories: Campaign, Service, Team

Matching Agents Busy is the number of agents in a Busy state. When displayed as a total for several services, this metric shows the total number of distinct agents with the given service skill(s) in this state. Agents with skills corresponding to multiple services in the set are counted once.

Calendar Reminders (CAL Reminders)

Metrics categories: Agent, Team

Calendar Reminders is the number of entries in the calendar events queue with time in the future, allowing supervisors to see how many recalls are set up by team, per agent.

Calendar Reminders in the Past (CAL Overdue)

Metrics categories: Agent, Team

Calendar Reminders in the Past is the number of entries in the calendar events queue with time in the past, allowing supervisors to see how many recalls are overdue per team, per agent.

Call Handling Rate Per Hour (HR)

Dashboard name: HR
Metrics categories: Campaign, Team

Call Handling Rate Per Hour is the average of all calls made per agent per hour.

Callbacks Currently Waiting in Queue (CB Waiting)

Wallboard name: Callbacks in queue now
Metrics categories: Campaign, Service

Callbacks Currently Waiting in Queue is the current number of callback requests currently waiting in the virtual queue associated with the given service.

Callbacks Requested for the Day (CB Requested)

Wallboard name: Callbacks requested
Metrics categories: Campaign, Service

Callbacks requested is the number of inbound calls to the given service for the day that have chosen the callback option. Note that this metric counts calls; therefore, if one call has requested the callback option multiple times, it will be counted once by this metric.

Campaign Mode (Mode)

Metrics category: Campaign

Campaign Mode displays the current dialer mode for a campaign ("preview, progressive, predictive").

Completed Records in Active Lists (Lists Completed)

Wallboard name: Completed records in active lists
Metrics categories: Campaign, List, Service

Completed Records in Active Lists is the number of records in active lists that have been marked as completed.

Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)

Wallboard name: Completed records with personal agent assignments
Metrics categories: Agent, Campaign, List, Service

Completed Records with Personal Agent Assignments returns the number of personally assigned records completed since the beginning of the campaign. This metric is meaningful for both preview and progressive campaigns.

Count of Selected Dispositions

Wallboard name: Count of selected dispositions
Metrics categories: Service

Count of Selected Dispositions displays the total number of dispositions that are available for a given call service and then selected per interaction per day.

Custom Survey Metric 1 (Survey 1)

Wallboard name: Custom Survey Metric 1
Metrics categories: Agent, Service, Team

Custom Survey Metric 1 is the average percentage of customer survey responses based on a given metric within the survey. This number is calculated by taking the sum of all values, then dividing them by the total number of interactions, where surveys exist (i.e., the Save Survey Results block was used).

Custom Survey Metric 2 (Survey 2)

Wallboard name: Custom Survey Metric 2
Metrics categories: Agent, Service, Team

Custom Survey Metric 2 is the average percentage of customer survey responses based on an additional metric within the survey. This number is calculated by taking the sum of all values, then dividing them by the total number of interactions, where surveys exist (i.e., the Save Survey Results block was used).

Customer Satisfaction (CSAT)

Wallboard name: Customer Satisfaction
Metrics categories: Agent, Service, Team

Customer Satisfaction is the average result of surveys where the customer satisfaction question has been answered.

Estimated Campaign Duration (Est Duration)

Wallboard name: Estimated campaign duration
Metrics categories: Campaign, Service

Estimated Campaign Duration is the estimated length of time a campaign will run today with enough records to keep all logged-in agents busy.

Estimated Wait Time (IN EWT)

Wallboard name: Estimated wait time
Metrics categories: Campaign, Service

Estimated Wait Time is the estimated time a client will wait before being serviced. This metric includes callback requests. When this metric is displayed as a total for several services, it shows the value for the service where the wait time is currently the longest.

First Call Resolution (FCR)

Wallboard name: First Call Resolution
Metrics categories: Agent, Service, Team

First Call Resolution is the percentage of calls resolved by agents during a customer's first call. This number is calculated by dividing the sum of interactions marked as First Call Resolution by all interactions where save survey exists (i.e., the Save Survey Results block was used).

Inbound Calls Abandoned for the Day (IN Total Abandoned)

Wallboard name: Inbound abandoned
Metrics categories: Campaign, Service

Inbound Calls Abandoned for the Day is the number of inbound interactions terminated by the originating party.

Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)

Wallboard name: Inbound abandoned in IVR
Metrics categories: Campaign, Service

Inbound Calls Abandoned in IVR for the Day is the number of inbound interactions terminated while being serviced by an IVR application.

Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)

Wallboard name: Inbound abandoned in queue
Metrics categories: Campaign, Service

Inbound Calls Abandoned in Queue for the Day is the number of inbound interactions terminated by the originating party while waiting in queue.

Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)

Wallboard name: Inbound abandoned while ringing
Metrics categories: Campaign, Service

Inbound Calls Abandoned While Ringing for the Day is the number of inbound calls terminated by the originating party while the line is ringing.

Inbound Calls Currently in IVR (IN in IVR)

Wallboard name: Inbound in IVR now
Metrics categories: Campaign, Service

Inbound Calls Currently in IVR is the number of inbound calls currently being processed by an IVR application.

Inbound Calls Currently Ringing (IN Ringing)

Wallboard name: Inbound ringing on agents now
Metrics categories: Campaign, Service

Inbound Calls Currently Ringing is the number of inbound calls currently ringing for agents.

Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)

Wallboard name: Inbound dropped by system in IVR
Metrics categories: Campaign, Service

Inbound Calls Dropped by System in IVR for the Day is the number of inbound calls that have been disconnected by the system while being processed by an IVR application.

Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)

Wallboard name: Inbound dropped by system in queue
Metrics categories: Campaign, Service

Inbound Calls Dropped by System in Queue for the Day is the number of inbound calls that have been disconnected by the system while waiting in queue.

Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)

Wallboard name: Inbound dropped by system while ringing
Metrics categories: Campaign, Service

Inbound Calls Dropped by System While Ringing for the Day is the number of inbound calls that have been disconnected by the system while ringing.

Inbound Calls Duration Average for the Day (IN Avg Talk Time)

Wallboard name: Inbound duration average
Metrics categories: Agent, Campaign, Service

Inbound Calls Duration Average for the Day is the average of talk time of IN Handled calls. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services).

Inbound Calls Duration Total for the Day (IN Total Talk Time)

Wallboard name: Inbound duration total
Metrics categories: Agent, Campaign, Service

Inbound Calls Duration Total for the Day is the sum of talk time of IN Handled calls.

Inbound Calls First Time Queued for the Day (IN Queued Unique)

Wallboard name: Inbound queued unique
Metrics category: Campaign

Inbound Calls First Time Queued for the Day is the number of inbound calls that entered queued state for the first time. This includes both inbound calls and callbacks dialed and answered by the customer.

Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)

Wallboard name: Inbound in IVR, queue or on agents now
Metrics categories: Campaign, Service

Inbound in IVR, Queue or on Agents Now is the number of in-progress, inbound calls that are in either IVR, service queue, or being handled by agents.

Inbound Calls Queued for the Day (IN Queued)

Wallboard name: Inbound queued
Metrics categories: Campaign, Service

Inbound Calls Queued for the Day is the number of inbound calls that enter a queued state for the day. This includes both inbound calls and callbacks dialed and answered by the customer.

Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)

Wallboard name: Inbound rejected or missed by agents
Metrics categories: Agent, Campaign, Service

Inbound Calls Rejected or Unanswered by Agents for the Day is the number of times agent state was moved by the system to not the Not Ready state. This includes both inbound calls and callbacks dialed and answered by the customer.

Inbound Calls Released by Agents for the Day (IN Agent Disconnected)

Wallboard name: Inbound released by agents
Metrics categories: Agent, Campaign, Service

Inbound Calls Released by Agents for the Day is the number of inbound calls disconnected by agents while talking to callers for the day. This includes both inbound calls and callbacks dialed and answered by the customer.

Inbound Calls Released by Callers for the Day (IN Remote Disconnected)

Wallboard name: Inbound released by callers
Metrics categories: Campaign, Service

Inbound Calls Released by Callers for the Day is the number of inbound calls ended by callers.

Inbound Calls Routed to Agents for the Day (IN Routed)

Wallboard name: Inbound routed to agents
Metrics categories: Campaign, Service

Inbound Calls Routed to Agents for the Day is the number of inbound calls that were queued and then routed to agents for the day.

Inbound Calls Self Serviced for the Day (IN Self Serviced)

Wallboard name: Inbound self serviced
Metrics categories: Campaign, Service

Inbound Calls Self Serviced for the Day is the number of inbound calls disconnected by the caller in IVR state with self-service flag set. This includes both inbound calls and callbacks dialed and answered by the customer.

Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)

Wallboard name: Inbound short-abandoned in queue
Metrics categories: Campaign, Service

Inbound Calls Short Abandoned in Queue for the Day is the number of inbound interactions that have been terminated by the originating party while waiting in the service queue before the configured Service Level threshold.

Inbound Emails Carried Over from Previous Day (IN Carried Over)

Wallboard name: Inbound emails carried over
Metrics categories: Agent, Campaign, Service

Inbound Emails Carried Over from Previous Day is the number of inbound emails that arrived at this service at any time before the reset time and remained unprocessed at the reset time. This metric includes both new emails and emails related to existing threads.

Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)

Wallboard name: Inbound emails carried over from previous day
Metrics categories: Agent, Campaign, Service

Inbound Emails Carried Over from Previous Day for New Cases is the number of inbound emails that arrived at this service the day before the reset time and remained unprocessed at the reset time. This metric includes both new emails and emails related to existing threads.

Inbound Emails Closed Without Reply for the Day (IN Closed)

Wallboard name: Inbound emails dispositioned without reply
Metrics categories: Agent, Campaign, Service

Inbound Emails Closed Without Reply for the Day is the number of inbound emails that have had been assigned a disposition but have not been replied to.

Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)

Wallboard name: Inbound emails in personal queues now
Metrics categories: Agent, Campaign, Service

Inbound Emails Currently on Agents, Saved in Personal Queues is the current number of inbound emails that have been pulled into an agent's personal queue. Note that this metric is not a number of cases, except in the specific situation when each case originates from an inbound email and contains only one inbound email. For more information about the difference between cases and emails, see the Agent Guide, section Cases, Email, and Threads.

Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)

Metrics categories: Agent, Campaign, Service

Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time is processed emails that remained in agent personal queues that were not replied within the service level agreement (SLA) time.

Inbound Emails Offered to Agent for the Day (IN Offered)

Metrics categories: Agent, Campaign

Inbound Emails Offered to Agent for the Day is the total number of emails that were pushed to the agent in the given reporting interval. This metric does not include pulled or manually assigned emails.

Inbound Emails Pulled by Agent for the Day (IN Pulled)

Wallboard name: Inbound emails pulled by agent
Metrics categories: Agent, Campaign

Inbound Emails Pulled by Agent for the Day is the total number of emails that were pulled by the agent from the service queues in the given reporting interval. Approval queues are excluded.

Inbound Emails Replied for the Day (IN Replied)

Wallboard name: Inbound emails replied
Metrics categories: Agent, Campaign, Service

Inbound Emails Replied for the Day is the number of inbound emails that agents have replied to.

Note: If ACW is set for an email service, then this metric is changed only after an agent leaves the ACW state.

Inbound Emails Unanswered for the Day (IN Ignored)

Wallboard name: Inbound emails not accepted
Metrics categories: Agent, Campaign, Service

Inbound emails not accepted is the number of emails that were pushed to the agent and not accepted (returned back to queue or transferring agent). It does not include emails that went into receiving agent personal queue

Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)

Wallboard name: Inbound held
Metrics categories: Agent, Campaign

Inbound Interactions Being Put on Hold by Agent(s) for the Day is the number of inbound service calls put on hold by a user during her login session. The counter is reset when the user logs out.

Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)

Metrics categories: Campaign, Service

Inbound Interactions Currently in IVR, Queue or on Agents counts the number of interactions currently in IVR with a particular Service as well as the number of interactions ringing or connected to agents for the service. It does not count the interactions in wrap-up state.

Note: If ACW is set for an email service, then this metric is changed only after an agent leaves the ACW state.

Inbound Interactions Currently in Queue (IN Waiting)

Dashboard name: Q
Wallboard name: Inbound in queue now
Metrics categories: Campaign, Skill, Service

Inbound Interactions Currently in Queue is the number of inbound calls currently in queued state. This includes both inbound calls and callbacks dialed and answered by the customer.

Inbound Interactions Currently Handled by Agents (IN Active)

Wallboard name: Inbound handled by agents now
Metrics categories: Agent
Inbound Interactions Currently Handled by Agents provides the number of inbound interactions currently being actively handled by agents. This metric includes all inbound interactions in the agents’ active communications list (ACL), except the ones in the ACW phase. Note that emails in agents’ My Queues are not considered active and are not included in this count.

Note that in earlier versions of Bright Pattern Contact Center, the voice-only equivalent of this metric was called IN Talking.

Inbound Interactions Handled by Agents for the Day (IN Handled)

Dashboard name: CH
Wallboard name: Inbound handled by agents
Metrics categories: Agent, Campaign, Service

Inbound Interactions Handled by Agents for the Day is the number of inbound interactions that have been handled by agents since the beginning of the day interval; it includes successful virtual queue callbacks. This metric will count all instances of possible transfers and conferences as separate interactions. For emails, this metric includes IN Replied, IN Closed, IN Transferred, and IN Svc Changed.

Note: If ACW is set for an email service, then this metric is changed only after an agent leaves the ACW state.

Inbound Interactions Received for the Day (IN Received)

Wallboard name: Inbound received
Metrics categories: Campaign, Service

Inbound Interactions Received for the Day is the number of inbound interactions that have requested this service since reset time. For emails, this metric includes both new emails and emails related to existing threads. Interactions received via transfer or service change are not included.

Inbound Interactions Received for the Day for New Cases (IN Received New)

Wallboard name: Inbound emails that created new cases
Metrics categories: Campaign, Service

Inbound Interactions Received for the Day for New Cases is the number of inbound emails which create new cases for the day. This metric excludes emails related to existing email threads.

Inbound Interactions Transferred by Agents for the Day (IN Transferred)

Dashboard name: CT
Wallboard name: Inbound transferred away
Metrics categories: Agent, Campaign, Service

Inbound Interactions Transferred by Agents for the Day is the number of inbound interactions that have been transferred to an external service.

Inbound Service Level Target

Wallboard name: Inbound Service Level target
Metrics categories: Campaign, Service

Inbound Service Level Target the target percentage of inbound interactions being serviced; this number is configured by system administrators.

Inbound Service Level Threshold

Wallboard name: Inbound Service Level threshold
Metrics categories: Campaign, Service

Inbound Service Level Threshold is the amount of time allotted to inbound service interactions.

Inbound Transfers Received for the Day (IN Transfers)

Wallboard name: Inbound received as transfers
Metrics categories: Agent, Campaign, Service

Inbound Transfers Received for the Day is the number of inbound call transfers.

Logged-in Agents (Logged In)

Wallboard name: Matching agents logged-in
Metrics categories: Campaign, Skill, Service, Team

Logged-in Agents is the number of agents currently logged into Agent Desktop in any state except Supervising. When displayed as a total for several services, this metric shows the total number of distinct agents with the given service skill(s) in this state. Agents with skills corresponding to multiple services in the set are counted once.

Max Inbound Wait Time (IN Max Wait)

Dashboard name: WT
Wallboard name: Inbound longest wait now
Metrics categories: Campaign, Skill, Service

Max Inbound Wait Time provides the current wait time of the inbound interaction that has been waiting in queue the longest and is still unanswered; this includes inbound calls, callbacks dialed and answered by customers, inbound chats, and inbound emails. Note that an interaction could wait in queue several times (i.e., it could be requeued for another service either automatically or manually). In this case, the metric shows the interaction for the service it is currently waiting for but calculates the total waiting time since the moment the interaction entered the first service queue. When this metric is displayed as a total for several services, it shows the value for the service where the wait time is currently the longest.

For inbound email interactions, note the following: This metric is the current wait time of the email that has been waiting in the queue the longest time (and is still waiting), compared to all other emails currently waiting in the same queue. This includes service closure hours and is available for both Push and Pull distribution modes. Note that for email services this metric is updated once per hour.

Most Frequent Dispositions (Top Dispositions)

Metrics category: Agent

Most Frequent Dispositions is the 10 most frequent dispositions set by an agent.

My ACW Time (ACW Time)

Metrics category: Agent

My ACW Time is the total number of seconds an agent was in ACW state. This metric is counted per agent per day.

My Break Time (BT)

Wallboard name: Break time total
Metrics category: Agent

My Break Time counts the total time the agent spends in Not Ready states with reasons marked as "counts toward break time".

My Busy Time (Busy Time)

Metrics category: Agent

My Busy Time is the total number of seconds an agent was in the Busy state. This metric is counted per agent, per day.

My Ready Time (Ready Time)

Metrics category: Agent

My Ready Time is the total number of seconds an agent was in the Ready state. This metric is counted per agent, per day.

My Success Rate (SR)

Dashboard name: SR
Wallboard name: Success rate
Metrics category: Agent, Campaign

My Success Rate is the percentage of calls handled per agent that received the Success disposition type divided by the total number of calls with this service. This metric is calculated for all services the agent handles.

My Team Success Rate (TR)

Dashboard name: TR
Wallboard name: Success rate
Metrics category: Campaign, Team

My Team Success Rate is the percentage of calls handled per team that received the Success disposition type divided by the total number of calls with this service. This metric is calculated with break-downs per service and per team.

Net Promoter Score (NPS)

Wallboard name: Net Promoter Score
Metrics categories: Agent, Service, Team

Net Promoter Score (NPS) is the percentage of points for all surveys where a response was given for the contact satisfaction question. The percentage is calculated out of the number of interactions, where surveys exist (i.e., the Save Survey Results block was used). The percentage is calculated by subtracting the percentage of promoters (values 9 and 10) by the percentage of detractors (values 0-6). For more information about NPS, see netpromoter.com/know.

Not Ready Agents (Not Ready)

Wallboard name: Matching agents not ready
Metrics categories: Campaign, Service, Team

Not Ready Agents is the number of agents in Not Ready state. When displayed as a total for several services, this metric shows the total number of distinct agents with the given service skill(s) in this state. Agents with skills corresponding to multiple services in the set are counted once.

Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)

Wallboard name: Inbound emails for existing queued cases
Metrics categories: Agent, Campaign, Service

Number of Inbound Emails Joined to Already Existing Case, Per Day is the total number of inbound emails for this service that have been joined to already existing cases.

Number of Interactions on Agent (Active)

Metric Categories: Agent, Campaign

Number of Interactions on Agent provides the number of interactions that are currently being actively handled by the agent (i.e., inbound and outbound). This metric includes all interactions in the agents’ Active Communications List (ACL), including the ones in the ACW stage. Emails in agents’ My Queues are not considered active and are not included in this count. If an agent has more than one active interaction, clicking on the value of this metric will “unfold” the agent’s row into a list showing information about all interactions that are currently being handled by this agent. Note that in earlier versions of Bright Pattern Contact Center, the related metrics used to be called # Calls and # Chats, and email My Queue used to be called Personal Queue.

Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)

Wallboard name: Number of interactions recategorized from a different service
Metrics categories: Campaign, Service

Number of Interactions Re-categorized from a Different Service by Agents counts the number of times agents have changed received interaction services from one service to another service.

Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)

Wallboard name: Number of interactions recategorized to a different service
Metrics categories: Agent, Campaign, Service

Number of Interactions Recategorized to a Different Service by Agents counts the number of times agents have changed interaction services to one service from another service.

Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)

Wallboard name: Inbound emails handled
Metrics categories: Agent, Campaign, Service

Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes is the number of first actions (reply, closed without reply, transfers and service changes) on new cases/threads. This metric counts only on the first action of an agent per email thread.

Note: If ACW is set for an email service, then this metric is changed only after an agent leaves the ACW state.

Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)

Wallboard name: Number of records excluded by DNC lists from active lists
Metrics categories: Campaign, List, Service

Number of Records Excluded by DNC Lists from Active Lists is the total number of records that are excluded from active lists because they also appear on Do Not Call (DNC) lists.

Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)

Wallboard name: Records in quota groups that reached quota limits
Metrics category: Service

Number of Records in Quota Groups That Reached Quota Limits is the number of non-finalized records that belong to quota groups that have reached the quota limits. The purpose of this metric is to provide a view on the number of remaining dialable records from a campaign.

Number of Records With a Success Disposition (Successes)

Metrics categories: List, Service

Number of Records With a Success Disposition is the number of records received with any of the success dispositions.

Occupancy in Campaign/Service (Occupancy)

Wallboard name: Occupancy of matching agents
Metrics categories: Agent, Campaign, Service, Team

Occupancy in Campaign/Service is the percentage of time agents have spent handling interactions of the given service (including the preview time and after-call work) out of their total working time (i.e., the time the agents have spent handling interactions of any service and being Ready to handle interactions).

Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)

Wallboard name: Outbound calls answered, out of connection speed compliance
Metrics categories: Campaign, Service

Outbound calls answered, out of connection speed compliance is the number of outbound calls answered that do not meet a minimum connection speed.

Outbound Call Attempts Currently in Progress (OUT in Progress)

Wallboard name: Outbound call attempts in progress now
Metrics categories: Campaign, Service

Outbound Call Attempts Currently in Progress is the number of outbound calls in a dialing or call progress analysis (CPA) state.

Outbound Call Attempts for the Day (OUT Dialed)

Dashboard name: CM
Wallboard name: Outbound call attempts
Metrics categories: Campaign, Service

Outbound Call Attempts for the Day is the total number of outbound calls agents have placed for the day.

Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)

Wallboard name: Outbound calls abandoned
Metrics categories: Campaign, Service

Outbound Calls Abandoned at any Stage for the Day is the number of outbound calls that have been terminated by agents for the day.

Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)

Wallboard name: Outbound calls abandoned in IVR
Metrics categories: Campaign, Service

Outbound Calls Abandoned in IVR for the Day is the number of outbound calls terminated while being processed by an IVR application for the day.

Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)

Wallboard name: Outbound calls abandoned in queue
Metrics categories: Campaign, Service

Outbound Calls Abandoned in Queue for the Day the number of outbound calls that have been terminated while waiting in the service queue.

Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)

Wallboard name: Outbound calls abandoned while ringing
Metrics categories: Campaign, Service

Outbound Calls Abandoned While Ringing for the Day is the number of outbound calls disconnected by customers while ringing on agents for the day.

Outbound Calls Attempts Failed for the Day (OUT Failed)

Wallboard name: Outbound calls attempts failed
Metrics categories: Campaign, Service

Outbound Calls Attempts Failed for the Day is the number of outbound calls initiated by agents and not answered by customers for a particular service for the day.

Outbound Calls Currently in IVR (OUT in IVR)

Wallboard name: Outbound calls in IVR %
Metrics categories: Campaign, Service

Outbound Calls Currently in IVR is the percentage of all outbound calls being processed by an IVR application out of all current outbound calls. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Outbound Calls Currently in Queue (OUT Waiting)

Wallboard name: Outbound calls in queue now
Metrics categories: Campaign, Service

Outbound Calls Currently in Queue is the number of outbound calls currently in Queued state.

Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)

Wallboard name: Outbound calls ringing on agents now
Metrics categories: Campaign, Service

Outbound Calls Delivered to Agents and Currently Ringing is the number of outbound calls currently in Delivery Pending state (ringing on the agent, waiting for agent answer).

Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)

Wallboard name: Outbound calls dropped in IVR
Metrics categories: Campaign, Service

Outbound Calls Dropped in IVR for the Day is the number of outbound calls that have been disconnected by the system while being processed by an IVR application.

Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)

Wallboard name: Outbound calls dropped in queue
Metrics categories: Campaign, Service

Outbound Calls Dropped in Queue for the Day is the number of outbound calls that have been disconnected by the system while waiting in queue.

Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)

Wallboard name: Outbound calls dropped while ringing
Metrics categories: Campaign, Service

Outbound Calls Dropped While Ringing for the Day is the number of outbound calls that have been disconnected by the system while the line is ringing for agents for the day.

Outbound Calls Duration Average for the Day (OUT Avg Talk Time)

Wallboard name: Outbound calls duration average
Metrics categories: Agent, Campaign, Service

Outbound Calls Duration Average for the Day is the average talk time for OUT Handled calls. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services).

Outbound Calls Duration Total for the Day (OUT Total Talk Time)

Wallboard name: Outbound calls duration total
Metrics categories: Agent, Campaign, Service

Outbound Calls Duration Total for the Day is the sum of talk time of OUT Handled calls.

Outbound Calls Queued for the Day (OUT Queued)

Wallboard name: Outbound calls queued
Metrics categories: Campaign, Service

Outbound Calls Queued for the Day is the number of outbound calls waiting in the service queue.

Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)

Wallboard Name: Outbound calls rejected or missed by agents
Metrics categories: Agent, Campaign, Service, Team

Outbound calls rejected or missed by agents is the number of outbound calls that have been either rejected or unanswered by agents.

Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)

Wallboard name: Outbound calls released by agent
Metrics categories: Campaign, Service

Outbound Calls Released by Agent for the Day is the number of outbound calls ended by agents.

Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)

Wallboard name: Outbound calls released by remote party
Metrics categories: Campaign, Service

Outbound Calls Released by Remote Party for the Day is the number of outbound calls ended by the customer.

Outbound Calls Routed to Agents for the Day (OUT Routed)

Dashboard name: CRA
Wallboard name: Outbound calls routed to agents
Metrics categories: Campaign, Service

Outbound Calls Routed to Agents for the Day is the number of outbound calls that were queued and then routed to agents for the day. If a call is routed to an agent more than once with the same service, it is counted multiple times.

Outbound Calls Self Serviced for the Day (OUT Self Serviced)

Wallboard name: Outbound calls self serviced
Metrics categories: Campaign, Service

Outbound Calls Self Serviced for the Day is the number of outbound calls that have been terminated with a Self-Service indicator while being processed by an IVR application.

Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)

Wallboard name: Outbound calls transferred away
Metrics categories: Campaign, Service

Outbound Calls Transferred by Agents for the Day is the number of outbound calls where agents initiate transfers for the day (either to queue, another agent or external number).

Outbound Current Calling Rate (OUT Call Rate)

Dashboard name: CR
Wallboard name: Outbound calling rate now
Metrics categories: Campaign, Service

Outbound Current Calling Rate is the current number of outbound calls being attempted by agents per minute.

Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)

Wallboard name: Outbound emails in personal queue
Metrics categories: Agent, Campaign

Outbound Emails Currently on Agents, Saved in Personal Queues is the number of saved drafts of outbound emails that remained in agent personal queues.

Outbound Interactions Currently Handled by Agents (OUT Active)

Wallboard name: Outbound interactions handled by agents now
Metrics categories: Campaign, Service

Outbound Interactions Currently Handled by Agents is the number of outbound interactions currently being handled and completed by agents.

Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)

Dashboard name: OCH
Wallboard name: Outbound interactions handled by agents (email - send non-replies)
Metrics categories: Agent, Campaign, Service, Team

Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses is the number of outbound interactions that have been handled by agents; it includes campaign calls. For emails, this includes both new outbound emails and possible follow-up email messages related to existing email threads but does not include emails that have been started and discarded without sending.

Outbound Successful Calls Attempts for the Day (OUT Answered)

Wallboard name: Outbound calls attempts successful
Metrics categories: Campaign, Service

Outbound Successful Calls Attempts for the Day is the number of successful outbound call attempted by agents.

Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)

Wallboard name: Outbound calls answered, out of connection speed compliance %
Metrics categories: Campaign, Service

Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day is the percentage of all outbound calls answered that do not meet a minimum connection speed. This number is calculated by dividing the total number of unattended calls per day by the total number of outbound calls queued per day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)

Wallboard name: Inbound abandoned %
Metrics categories: Campaign, Service

Percentage of Inbound Calls Abandoned for the Day is the percentage of inbound interactions terminated by the originating party out of all calls received for the day. This number is calculated by dividing the total number of inbound abandoned calls per day by the total number of calls received per day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)

Wallboard name: Inbound abandoned in queue %
Metrics categories: Campaign, Service

Percentage of Inbound Calls Abandoned in Queue for the Day is the percentage of inbound interactions terminated by the originating party while waiting in queue out of all inbound calls received for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Inbound Calls Handled for the Day (IN Handled %)

Wallboard name: Inbound handled by agents %
Metrics categories: Campaign, Service

Percentage of Inbound Calls Handled for the Day is the percentage of all inbound interactions that have been handled and completed by agents out of all inbound calls received for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)

Wallboard name: Inbound short-abandoned in queue %
Metrics categories: Campaign, Service

Percentage of Inbound Calls Short Abandoned in Queue for the Day is the percentage of inbound interactions that have been terminated by the originating party while waiting in the service queue before the configured Service Level threshold. This number is calculated by dividing the total number of inbound calls short-abandoned in queue per day by the total number of inbound calls queued per day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)

Dashboard name: SLA
Wallboard name: Inbound interactions answered in Service Level % (moving window)
Metrics categories: Campaign, Service

Inbound interactions answered in Service Level % (moving window) is the percentage of interactions answered before the threshold time (20 seconds by default) relative to all answered and abandoned interactions (except short abandoned) calculated over the 20 most recent calls. For email interactions, it is the percent of emails replied to within the predefined Service Level threshold, relative to all replied emails. When this metric is displayed as a total for several services, it shows the value for the service where the service level is currently the lowest.

Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)

Wallboard name: Inbound interactions answered in Service Level %
Metrics categories: Campaign, Service

Percentage of Inbound Interactions Answered in Service Level Over the Day is the percentage of calls answered before the threshold time (20 seconds by default) relative to all answered and abandoned interactions (except short abandoned) calculated for the day. For email interactions, it is the percentage of emails replied to within the pre-defined Service Level threshold, relative to all replied emails. When this metric is displayed as a total for several services, it shows the value for the service where the service level is currently the lowest.

Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)

Wallboard name: Outbound calls abandoned %
Metrics categories: Campaign, Service

Percentage of Outbound Calls Abandoned at any Stage for the Day is the percentage of calls that were dropped by customers in IVR or in Queue (including short and long waits) before being answered by agents out of all calls entered in IVR for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)

Wallboard name: Outbound calls abandoned in IVR %
Metrics categories: Campaign, Service

Percentage of Outbound Calls Abandoned in IVR for the Day is the percentage of calls that were dropped by customers in the IVR scenario out of all calls entered in IVR for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)

Wallboard name: Outbound calls abandoned in queue %
Metrics categories: Campaign, Service

Percentage of Outbound Calls Abandoned in Queue for the Day is the percentage of calls that were dropped by customers while waiting in queue for an agent out of all calls entered in queue for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)

Wallboard name: Outbound calls attempts successful %
Metrics categories: Campaign, Service

Percentage of Outbound Successful Call Attempts for the Day is the percentage of successful outbound calls attempted by agents out of all calls attempted for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Records Attempted for the Day (Attempted %)

Wallboard name: Records attempts %
Metrics categories: Campaign, List, Service

Percentage of Records Attempted for the Day is the percentage of records attempts during a campaign out of all records for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Records Completed for the Day (Completed %)

Wallboard name: Records completions %
Metrics categories: Campaign, List, Service

Percentage of Records Completed for the Day is the percentage of completed records from a campaign for the day out of the sum of completed and remaining records for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Records Completed in Active Lists (Active Lists Completed %)

Wallboard name: Records completed in active lists %
Metrics categories: Campaign, List, Service

Percentage of Records Completed in Active Lists is the percentage of records completed per campaign out of the sum of completed and remaining records for the currently enabled lists. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Records Skipped for the Day (Skipped %)

Wallboard name: Records skips %
Metrics categories: Agent, Campaign, Service

Percentage of Records Skipped for the Day is the percentage of records skipped per agent, per day, out of the total number of records the agent previewed. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Quota of Successes for the Calling List Quota Group (Quota)

Metrics categories: List

Quota of Successes for the Calling List Quota Group is the number of records that must receive a success disposition in this quota group. For disposition-based groups, it counts only the specific disposition of the group. For source field-based groups, it counts any success disposition.

Records Attempted for the Day (Attempted)

Wallboard name: Records attempts
Metrics categories: Campaign, List, Service

Records Attempted for the Day is the number of records from a campaign where contact has been attempted, including the records that are currently being attempted.

Records Completed for the Day (Completed)

Wallboard name: Records completions
Metrics categories: Campaign, List, Service

Records Completed for the Day is the number of records from a campaign that have been completed (i.e., the records for which final dispositions have been set).

Records Dialable Right Now (Dialable)

Metrics categories: Campaign, List, Service

Records Dialable Right Now displays the number of records in the list/campaign of non-closed records that can be called right now (taking into account calling hours and reschedule limitations). Please note, if the number of dialable records is more than 1000, the statistic will show "1000+". If the number of records is less than 1000, the statistic will show the actual number.

Records Expired (Expired)

Metrics categories: Campaign, List, Service

Records Expired displays the number of records in the list that have expired since they have been exported. The expiration is defined in calling list configuration.

Records Previewed for the Day (Previewed)

Wallboard name: Records previews
Metrics categories: Agent, Campaign, Service

Records Previewed for the Day is the number of preview interactions from a campaign for the day that agents have accepted (including auto-accepted ones).

Records Skipped for the Day (Skipped)

Wallboard name: Records skips
Metrics categories: Agent, Campaign, Service

Records Skipped for the Day is the number of records agents have accepted from a campaign but then skipped (canceled) per day.

Records State Chart (State Chart)

Metrics categories: Campaign, List, Service

Records State Chart returns 4 arrays of numbers: completed, rescheduled, remaining, and auto-completed. All arrays are indexed by attempt number. The attempt number is a record attempt number (retries are not counted).

• The first array (completed) contains the percentage (0-100) of records completed at this attempt number by agents. The percentage is counted by dividing by the List Records metric.

• The second array (rescheduled) contains the percentage of records rescheduled from this attempt number to the next attempt number; the percentage is calculated out of all list records.

• The third array (remaining) contains the percentage of records remaining not attempted on this attempt out of all list records.

• The fourth array (auto-completed) contains the percentage (0-100) of records completed at this attempt number by dialer (either by hitting a DNC record or reaching max attempts). The percentage is counted by dividing by the List Records metric.
  
  

Remaining Records in Active Lists (Lists Remaining or RR)

Dashboard name: RR
Wallboard name: Remaining records in active lists
Metrics categories: Campaign, List, Service

Remaining Records in Active Lists is the approximate number of remaining records from a campaign (not including records from disabled lists).

Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)

Wallboard name: Remaining records with personal agent assignments
Metrics categories: Agent, Campaign, List, Service

Remaining Records With Personal Agent Assignments is the approximate number of remaining records from a campaign that have assigned personal agents (not including records from disabled lists).

Selected Dispositions Percentage

Wallboard name: Selected dispositions percentage
Metrics categories: Service

Selected Dispositions Positions displays the total percentage of dispositions that have been selected from all inbound calls out of all dispositioned calls; the metric is displayed per service per day.

Time in Preview (Preview Duration)

Wallboard name: Preview duration now
Metrics categories: Agent, Campaign

Time in Preview is the number of seconds the agent is spending in the Busy state with preview interaction. The metric returns a value of 0 if the agent is not doing a preview interaction at the moment.

Total Number of Records in Active Lists (Lists Records)

Wallboard name: Count of records in all active lists
Metrics categories: Campaign, Lists, Service

Total Number of Records in Active Lists is the number of all records, completed and remaining, in all currently enabled lists.

Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)

Wallboard name: Inbound handled unique
Metrics categories: Agent, Campaign, Service

Unique Inbound Calls Handled by Agents for the Day is the number of inbound service calls handled by all agents since the beginning of the day interval. If the same customer call is handled by multiple agents (blind transfer or conference), this metric is increased only on the first answer by the first agent. This includes both inbound calls and callbacks dialed and answered by the customer.

Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

Wallboard name: Inbound held, non-transferred
Metrics categories: Agent, Campaign

Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day is the number of unique inbound service calls put on hold by a user during his login session. The counter is reset when the user logs out.

List of Real-Time Statistics

The following is a grid view of all real-time statistics that may be used in the Bright Pattern Contact Center Real-Time Statistics API. For a complete list view of these statistics including definitions, see All Real-time Metrics in the Reporting Reference Guide.

Agents (in a team)

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

agents_logged

Logged-in agents

x

x

x

x

x

x

agents_busy

Busy agents

x

x

x

x

x

x

agents_in_wrap_up

Agents in ACW state

x

x

x

x

x

x

counted by "capacity" object

Number of interactions on agent

x

x

x

x

x

agents_busy_on_service

Agents busy with interactions of this service

x

x

x

x

agents_ready

Ready agents

x

x

x

x

x

x

agents_not_ready

Not Ready agents

x

x

x

x

x

x

agent_occupancy

Occupancy in campaign/service

x

x

x

x

x

x

x

agent_average_idle_time

Average idle time

x

x

x

x

x

x

x

agent_idle_time

Agent idle time

x

x

x

x

agent_preview_duration

Time in Preview

x

x

agent_average_preview_time

Average Preview time

x

x

x

agent_success_ratio_per_day

My Success Rate

x

x

x

x

agent_total_break_time

My Break Time

x

agent_total_busy_time

My Busy Time

x

agent_total_acw_time

My ACW Time

x

agent_total_ready_time

My Ready Time

x

agent_fcr

First Call Resolution

x

x

x

agent_nps

Net Promoter Score

x

x

x

agent_csat

Customer Satisfaction

x

x

x

agent_cm1

Custom Survey Metric 1

x

x

x

agent_cm2

Custom Survey Metric 2

x

x

x

top_dispositions_per_day

Most Frequent Dispositions

x

team_success_ratio_per_day

My Team Success Rate

x

x

x

x

Calendar entries

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

agent_calendar_pending

Calendar reminders

x

x

agent_calendar_overdue

Calendar reminders in the past

x

x

Calls (Inbound)

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

in_calls_received_per_day

Inbound interactions received for the day

x

x

x

in_transfers_received_per_day

Inbound transfers received for the day

x

x

x

out_transfers_received_per_day

Outbound transfers received for the day

x

x

x

in_calls_in_ivr

Inbound calls currently in IVR

x

x

in_calls_self_serviced_per_day

Inbound calls self serviced for the day

x

x

in_calls_abandoned_in_ivr_per_day

Inbound calls abandoned in IVR for the day

x

x

in_calls_abandoned_total_per_day

Inbound calls abandoned for the day

x

x

in_calls_abandoned_percent_per_day

Percentage of inbound calls abandoned for the day

x

x

in_calls_dropped_in_ivr_per_day

Inbound calls dropped by system in IVR for the day

x

x

in_calls_queued_per_day

Inbound calls queued for the day

x

x

in_calls_first_time_queued_per_day

Inbound calls first time queued for the day

x

in_calls_waiting

Inbound interactions currently in queue

x

x

x

in_calls_in_progress (renamed from in_calls_waiting_or_active, merged with in_email_waiting_in_all_queues)

Inbound interactions currently in IVR, queue or on agents

x

x

x

in_calls_abandoned_in_queue_per_day

Inbound calls abandoned in queue for the day

x

x

in_calls_abandoned_in_queue_ratio_per_day

Percentage of inbound calls abandoned in queue for the day

x

x

in_calls_short_abandoned_in_queue_per_day

Inbound calls short abandoned in queue for the day

x

x

in_calls_short_abandoned_in_queue_ratio_per_day

Percentage of inbound calls short abandoned in queue for the day

x

x

in_calls_dropped_in_queue_per_day

Inbound calls dropped by system in queue for the day

x

x

service_level

Percentage of inbound interactions answered in Service Level

x

x

x

service_level_per_day

Percentage of inbound interactions answered in Service Level over the day

x

x

service_level_target

Inbound Service Level target

x

x

x

service_level_threshold_time

Inbound Service Level threshold

x

x

x

in_max_wait_time

Max inbound wait time

x

x

in_ewt

Estimated wait time

x

x

in_calls_routed_per_day

Inbound calls routed to agents for the day

x

x

in_calls_ringing

Inbound calls currently ringing

x

x

in_calls_handled_per_day

Inbound interactions handled by agents for the day

x

x

x

x

x

in_calls_handled_percent_per_day

Percentage of inbound calls handled for the day

x

x

in_calls_first_time_handled_per_day

Unique Inbound calls handled by agents for the day

x

x

x

in_calls_put_on_hold_per_day

Inbound interactions being put on hold by agent(s) for the day

x

x

in_calls_first_time_put_on_hold_per_day

Unique inbound interactions being put on hold by agent(s) for the day

x

x

in_calls_rejected_per_day

Inbound calls rejected or unanswered by agents for the day

x

x

x

in_calls_abandoned_ringing_per_day

Inbound calls abandoned while ringing for the day

x

x

in_calls_dropped_ringing_per_day

Inbound calls dropped by system while ringing for the day

x

x

in_calls_active_on_agents (renamed from in_calls_talking)

Inbound interactions currently handled by agents

x

x

x

x

in_calls_disconnected_talking_per_day

Inbound calls released by callers for the day

x

x

in_calls_dropped_talking_per_day

Inbound calls released by agents for the day

x

x

x

in_calls_duration_average_per_day

Inbound calls duration average for the day

x

x

x

in_calls_duration_total_per_day

Inbound calls duration total for the day

x

x

x

in_calls_transferred_per_day

Inbound interactions transferred by agents for the day

x

x

x

in_average_speed_of_answer

For calls, average speed of answer. For emails, average time to reply

x

x

x

calls_average_handling_time_per_day

Average Handle time

x

x

x

x

x

x

x

calls_average_acw_time_per_day

Average ACW Time

x

x

x

x

x

x

agent_call_handling_rate

Call handling rate per hour

x

x

x

x

in_callbacks_requested_per_day

Callbacks requested for the day

x

x

in_callbacks_waiting

Callbacks currently waiting in queue

x

x

Records (lists, outbound campaigns, inbound services)

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

records_total

Total number of records in active lists

X

X

X

X

X

X

records_completed

Completed records in active lists

X

X

X

X

X

X

records_with_assigned_agents_completed

Completed records with personal agent assignments

X

X

X

X

records_remaining

Remaining records in active lists

X

X

X

X

X

X

records_quota

Quota of successes for the calling list quota group

X

records_successes

Number of records with a success disposition

X

X

X

records_out_of_quota

Number of records in quota groups that reached quota limits

X

records_with_assigned_agents_remaining

Remaining rercords with personal agent assignments

X

X

X

X

records_in_dnc

Number of records excluded by DNC lists from Active Lists

X

X

X

X

records_attempted_per_day

Records attempted for the day

X

X

X

X

X

records_attempted_ratio_per_day

Percentage of records attempted for the day

X

X

X

X

X

records_accepted_per_day

Records previewed for the day

X

X

X

records_skipped_per_day

Records skipped for the day

X

X

X

records_skipped_ratio_per_day

Percentage of records skipped for the day

X

X

X

records_completed_per_day

Records completed for the day

X

X

X

X

X

records_completed_ratio_per_day

Percentage of records completed for the day

X

X

X

X

X

records_completed_ratio

Percentage of records completed in active lists

X

X

X

X

X

records_progress

Records state chart

X

X

X

X

X

records_dialable

Records Dialable Right Now

X

X

X

X

X

records_expired

Records Expired

X

X

X

X

Campaign state (Outbound)

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

out_campaign_mode

Campaign mode

X

X

X

out_campaign_duration_forecast

Estimated campaign duration

X

X

X

X

out_average_success_rate

Average Success Rate - percentage of successful call attempts

X

X

Dispositions

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

calls_dispositions_per_day

X

X

X

X

X

calls_dispositions_ratio_per_day

X

X

X

X

Calls (Outbound Dialer)

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

out_calls_current_call_rate

Outbound current calling rate

X

X

X

out_calls_placed_per_day

Outbound call attempts for the day

X

X

X

X

X

out_calls_in_progress

Outbound call attempts currently in progress

X

x

x

X

out_calls_failed_per_day

Outbound calls attemtps failed fo the day

x

x

x

x

out_calls_answered_per_day

Outbound successful calls attempts for the day

x

x

X

X

out_calls_answered_ratio_per_day

Percentage of outbound successful call attempts for the day

X

x

x

X

out_calls_in_ivr

Outbound calls currently in IVR

x

x

out_calls_self_serviced_per_day

Outbound calls self serviced for the day

x

x

out_calls_abandoned_in_ivr_per_day

Outbound calls abandoned in IVR for the day

X

X

out_calls_abandoned_in_ivr_ratio_per_day

Percentage of outbound calls abandoned in IVR for the day

X

X

out_calls_dropped_in_ivr_per_day

Outbound calls dropped in IVR for the day

X

X

out_calls_queued_per_day

Outbound calls queued for the day

x

x

out_calls_waiting

Outbound calls currently in queue

x

x

out_calls_abandoned_in_queue_per_day

Outbound calls abandoned in queue for the day

X

X

out_calls_abandoned_in_queue_ratio_per_day

Percentage of outbound calls abandoned in queue for the day

X

X

out_calls_dropped_in_queue_per_day

Outbound calls dropped in queue for the day

X

X

out_calls_unattended_per_day

Outbound answered calls that did not connect to agent in compliance time, per day

X

X

out_calls_unattended_ratio_per_day

Percentage of calls that did not connect to agent in compliance time, per day

x

x

out_calls_routed_per_day

Outbound calls routed to agents for the day

x

x

out_calls_ringing

Outbound calls delivered to agents and currently ringing

x

x

out_calls_abandoned_ringing_per_day

Outbound calls abandoned while ringing for the day

X

X

out_calls_dropped_ringing_per_day

Outbound calls dropped while ringing for the day

X

X

out_calls_duration_average_per_day

Outbound calls duration average for the day

x

x

x

x

out_calls_duration_total_per_day

Outbound calls duration total for the day

x

x

x

x

out_calls_rejected_per_day

Outbound calls rejected or unanswered by agents for the day

X

X

X

x

out_calls_handled_per_day

Outbound interactions handled by agents for the day. For email - number of unsolicited emails and follow-up responses.

x

x

x

x

x

out_calls_active_on_agents (renamed from out_calls_talking)

Outbound interactions currently handled by agents

x

x

x

x

out_calls_disconnected_talking_per_day

Outbound calls released by remote party for the day

x

x

x

out_calls_dropped_talking_per_day

Outbound calls released by agent for the day

x

x

x

out_calls_transferred_per_day

Outbound calls transferred by agents for the day

x

x

x

x

out_calls_in_progress (renamed from out_calls_in_progress_or_active)

Outbound interactions in any stage

x

x

x

out_calls_abandoned_per_day

Outbound calls abandoned at any stage for the day

X

X

X

out_calls_abandoned_ratio_per_day

Percentage of outbound calls abandoned at any stage for the day

X

X

X

Email

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

in_emails_joined_existing_cases (renamed from in_emails_joined_existing_queue)

number of inbound emails joined to already existing case, per day

x

x

x

in_email_received_new_per_day

Inbound interactions received for the day for new cases

x

x

x

in_email_carried_over

Inbound emails carried over from previous day

x

x

x

in_email_carried_over_new

Inbound emails carried over from previous day for new cases

x

x

x

in_email_offered_per_day

Inbound emails offered to agent for the day

x

x

in_email_rejected_per_day

Inbound emails unanswered for the day

x

x

x

in_email_pulled_per_day

Inbound emails pulled by agent for the day

x

x

in_email_processed_replied_per_day

Inbound emails replied for the day

x

x

x

in_email_processed_noreply_per_day

Inbound emails closed without reply for the day

x

x

x

in_email_handled_new_per_day

Number of new emails processed by agents, including replied, closed without reply, transferred and service changes

x

x

x

in_email_waiting_in_personal_queues

Inbound emails currently on agents, saved in personal queues

x

x

x

in_email_waiting_in_pq_breached_sla

Inbound emails currently on agents, saved in personal queues, waiting in excess of SLA time

x

x

x

out_email_waiting_in_personal_queues

Outbound emails currently on agents, saved in personal queues

x

x

in_service_changed_per_day

Number of interactions recategorized to a different service by agents

x

x

x

in_service_change_received_per_day

Number of interactions re-categorized from a different service by agents

x

x

in_email_spam

Number of interactions re-categorized as spam by agents

x

x

in_email_trash

Number of interactions re-categorized as trash by agents

x

x

Configuration and runtime attributes

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

item_id

X

user_id

X

team_id

X

X

service_id

X

X

list_id

X

name

X

X

X

firstname

X

lastname

X

login_id

X

extension

X

team_name

X

is_agent

X

is_super

X

X

X

X

X

is_mobil

X

is_logged

X

login_time

X

X

X

X

acd_state

X

X

X

X

state_duration

X

X

X

X

reason

X

X

X

X

acd_next_state

X

X

X

X

next_reason

X

X

X

X

active_item_id

X

X

X

X

active_item_service_id

X

X

X

X

active_item_service_name

X

X

X

X

active_item_media_type

X

X

X

X

active_item_state

X

X

X

X

active_item_direction

X

X

X

X

active_item_party_name

X

X

X

X

active_item_party_firstname

X

X

X

X

active_item_party_lastname

X

X

X

X

active_item_is_flagged

X

X

X

X

active_item_qm_monitor_user

X

X

X

X

active_item_qm_monitor_mode

X

X

X

X

active_item_qm_monitor_item_id

X

X

X

X

active_item_qm_monitored_item_id

X

X

X

X

active_item_talk_duration

X

X

X

X

active_item_hold_duration

X

X

X

X

active_item_sentiment

X

X

X

X

items

X

media_type

X

state

X

X

direction

X

service_name

X

party_name

X

party_firstname

X

party_lastname

X

is_flagged

X

qm_is_recording

X

qm_monitor_user

X

>

qm_monitor_mode

X

qm_monitor_item_id

X

qm_monitored_item_id

X

talk_duration

X

hold_duration

X

priority

X

state_reason

X

is_enabled

X

X

ratio

X

outbound_campaign_link_group

X

1. REDIRECT 5.3:Scenario-builder-reference-guide/ScenarioBlocks/ConnectCall

1. REDIRECT 5.3:Agent-guide/Tutorials/Cases/HowtoSaveanEmailasaDraft

Home Page Widgets

The configuration of the home page can be changed; either you or your supervisor can select what widgets to show in any of the six slots. If the widgets are changed, the current layout is saved upon logout.

To change the display in a given widget, click the down arrow located in the upper right-hand corner. This will produce a drop-down menu that allows you to choose any of the widgets for display.

List of Home Page Widgets

The following is a list of the widgets available for the home page, including descriptions of what they do. Widgets are listed in alphabetical order.

Agenda

The Agenda widget displays upcoming agenda items from your Calendar. If there is no agenda, the widget will display text stating so.

The widget shows your schedule for today based on the current time (all items currently in progress and scheduled later than the current time). Items in progress or items that are due in less than 10 minutes are shown with a red bar on the left side. Items that are due in less than 2 hours are shown with a brown bar on the left side. Other items are shown with a blue bar on the left side.

If the number of scheduled items is too large, then the widget shows the top few items and dots (“…”). If you click within the widget, Agent Desktop navigates to the Calendar.

Alerts

The Alerts widget displays the last delivered supervisor’s internal chat message. If a new message is delivered, it replaces the previous one. If you click within the Alerts widget, Agent Desktop navigates to Personal Chat and the current message is considered “read” and is removed from the widget.

Break Time Remaining

The Break Time Remaining widget displays the total time used out of your allotted break time. Break time is accumulated by being in any of the Not Ready reasons your contact center’s administrator configured as counting toward break time. If you hover your cursor over the widget, you may highlight either allotted break time or used time.

Dispositions

The Dispositions widget displays a count of all dispositions that have been assigned to handled tasks. If you hover your cursor over the widget, you may highlight information about any of the displayed dispositions.

My Stats vs. My Team

The My Stats vs. My Team's widget displays metrics of your performance against the average of your team's. The metrics are the following:

• Handled

Displays the number of interactions handled by agents for the day

• Average handling time

Displays the average amount of time spent handling and completing interactions

• Successful interactions

Displays the percentage of calls that received the Success disposition type

If you hover your cursor over the widget, you may highlight information about any of the displayed metrics.

Satisfaction

The Satisfaction widget displays a short list of real-time metrics related to a customer's satisfaction.

You can also configure what real-time metrics are displayed within the widget. The metrics are:

• Custom Survey Metric 1
• Custom Survey Metric 2
• Demeanor
• Net Promoter Score
• Resolutions

Please note: Demeanor, Net Promoter Score, and Resolutions are the default metrics displayed.

Configuring the Satisfaction Widget

To change the metrics displayed in this widget, click the cog icon in the upper right-hand corner of the widget. A pop-out window will allow you to select the desired metric.

Metrics available for display will be seen in the Available box on the left and metrics already displayed will be seen in the Included box on the right.

• To add a metric, select the button with the greater-than symbol
• To remove a metric, select the button with the less-than symbol
• To add all metrics, select the button with two greater-than symbols
• To remove all metrics, select the button with two less-than symbols

Home Page

The home page displays widgets containing metrics that allow you to monitor key areas of your and your team's performance. You can change the placement of the widgets and configure some widget metrics. As a supervisor, your view of the home page is different than your agents' view as you have more widget options.

Home Page Widgets

There are nine widget options in total: six standard plus three additional widgets available to supervisors. There are six slots for these widgets to be displayed in. The following are the widgets available for display:

• Agenda
• Agent by State
• Campaigns Calls in Progress
• Customer Satisfaction
• Dispositions
• Lowest Occupancy Agents
• Longest Break Time
• Longest Wait Time
• Worst Service Level

To change the display in a given widget, click the down arrow located in the upper right-hand corner of the widget. This will produce a drop-down menu that allows you to choose any of the widgets for display.

Widget Descriptions

The following is a list of the widgets available for the home page, including descriptions of what they do and the metrics they contain. Widgets are listed in alphabetical order.

Agenda

The Agenda widget displays upcoming agenda items from your Calendar. If there is no agenda, the widget will display text stating so.

The widget shows your schedule for today based on the current time (all items currently in progress and scheduled later than the current time). Items in progress or items that are due in less than 10 minutes are shown with a red bar on the left side. Items that are due in less than two hours are shown with a brown bar on the left side. Other items are shown with a blue bar on the left side.

If the number of scheduled items is too large, then widget shows the top few items and dots (“…”). If you click within the widget, Agent Desktop navigates to the Calendar.

Agent by State

The Agent by State pie chart shows the state of all logged-in agents from your sub-teams. The following states displayed are:

• ACW (After Call Work)
• Busy
• NR (Not Ready)
• Ready

It is possible to filter each of these states out of view by clicking on the state name. To filter a state back in, click on the name again.

Campaigns Calls in Progress

Campaign Calls in Progress displays the number of calls currently being attempted in all running outbound campaigns.

Customer Satisfaction

The Customer Satisfaction widget displays the results of customer satisfaction surveys per agent; the results are displayed as a percentage (0-100).

Dispositions

Dispositions displays the count of selected dispositions for all agents on the team, summed by dispositions; these are configured by your contact center administrator.

To add or remove dispositions from the widget, click the cog icon in the upper right-hand corner of the metric. From here, you may select from the pop-out menu which dispositions will be displayed.

Lowest Occupancy Agents

Lowest Occupancy Agents displays the top 7 agents with the lowest occupancy rates. Occupancy is the average percentage of time agents that have spent handling interactions of the given service (including the preview time and after-call work) relative to their total working time (i.e., the time the agents have spent handling interactions of any service and being Ready to handle interactions).

Longest Break Time

Longest Break Time displays the names of the top 7 agents with the longest break time. Break time is accumulated by being in any of the System Not Ready reasons or Custom Not Ready reasons your contact center’s administrator configured as counting toward break time.

Longest Wait Time

Longest Wait Time shows the longest wait time for a given service; the name of the service will be displayed at the bottom. Default thresholds (in minutes) are 10, 20, 40 and are displayed as the corresponding colors green, yellow, and red.

Worst Service Level

The Worst Service Level widget, utilizing the metric IN Svc Level %, specifically highlights the service with the lowest percentage of handled interactions. Default threshold percentages are 50, 75, 90, and are displayed as the corresponding colors red, yellow, green.

Break Time

The Break Time widget displays an agent's total idle time out of their allotted break time. Break time is accumulated by being in any of the System Not Ready reasons or Custom Not Ready reasons your contact center’s administrator configured as counting toward break time. If you hover your cursor over the widget, you may highlight either the break or idle time.

Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Break Time settings are as follows.

Agent

The Agent setting allows you to select any member of your team(s) or Logged in User (i.e., yourself) for display; the default is Logged in User.

List of All Real-Time Metrics

The following is a list of real-time metrics. The metrics are listed in alphabetical order by their full name; shortened names will be shown in parenthesis if available. Wallboard and Dashboard names will also be listed where applicable.

For a full list of the vocabulary used in metrics definitions, see Glossary. Additionally, for a list of all metrics by category, see Real-Time Metrics by Category. A grid view of these metrics can also be found in List of Statistics in the Real-Time Statistic API guide.

Agent Idle Time (Idle Time)

Metrics categories: Agent, Campaign

Agent Idle Time is the current idle time for agents, which is the number of seconds an agent has waited since the last interaction; it is calculated as the difference between the current time and time of last agent state change. Note that Idle Time includes Not Ready time.

Agent State

Metrics category: Agent

Agent State displays the current agent state in text form. For the Not Ready state, this metric includes the reason for not being ready, if available. Note that the same information is shown as an icon preceding agent’s name. Agent states and icons are explained in detail in the Bright Pattern Contact Center Agent Guide, section Understanding and Handling Your States.

Agents Busy With Interactions of This Service (Busy Svc)

Wallboard name: Agents busy with this service
Metrics categories: Campaign, Service

Agents Busy With Interactions of This Service provides the number of agents who are currently handling interactions associated with the given service. This metric includes agents in the ACW state with respect to such interactions.

Agents in ACW State (ACW Count)

Metrics category: Campaign, Service, Team

Agents in ACW State is the number of agents currently handling After Call Work (ACW). When displayed as a total for several services, this metric shows the total number of distinct agents with the given service skill(s) in this state. Agents with skills corresponding to multiple services in the set are counted once.

Agents Ready (Ready)

Wallboard name: Matching agents ready
Metrics categories: Campaign, Skill, Service, Team

Agents Ready is the number of agents in Ready state. When displayed as a total for several services, this metric shows the total number of distinct agents with the given service skill(s) in this state. Agents with skills corresponding to multiple services in the set are counted once.

Average ACW Time (Avg ACW Time or AACW)

Dashboard name: AACW
Metrics category: Agent, Campaign, Service, Team

Average ACW Time is the average daily time agents spend handling After Call Work (ACW). When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services).

Average Handle Time (IN Avg Handle Time)

Wallboard name: Average handle time
Metrics category: Agent, Campaign, Service, Team

Average Handle Time is the average time, including hold time and after-call-work time, that the agent has answered and handled calls to the service. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services).

Average Idle Time (Avg Idle Time)

Wallboard name: Average idle time of matching agents
Metrics categories: Agent, Campaign, Service, Team

Average Idle Time is the average time that agents have waited between the handling of service interactions. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services). Note that Avg Idle Time includes Not Ready time.

Average Preview Time (Avg Preview Time)

Wallboard name: Average preview time of matching agents
Metrics categories: Agent, Campaign, Service

Average Preview Time is the average time that agents reviewed records of previewed outbound campaigns, from the moment the preview record was accepted by agents and until it was either dialed or skipped. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services).

Average Sentiment (Sentiment)

Metrics categories: Agent, Campaign

Average Sentiment is the average current sentiment of calls. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services).

Average Speed of Answer/Reply (IN ASA)

Wallboard name: Average speed of answer/reply
Metrics categories: Service

Average Speed of Answer is the average time that the calls waited in the service queue before being answered. Average Time to Reply is the average time between email arrival and the sending of the first meaningful reply (acknowledgment is not considered a meaningful reply). This metric is a cumulative statistic calculated for all interactions since the reset time. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services) and is common for both inbound calls and emails.

Note: If ACW is set for an email service, then this metric is changed only after an agent leaves the ACW state.

Average Success Rate - percentage of successful call attempts (ASR %)

Metrics category: Campaign

Average Success Rate is the percentage of successful call attempts out of the last several hundred call attempts made (250 attempts, by default). This metric is used to adjust the calling rate of a predictive campaign to achieve optimal occupancy of available agents without losing answered calls. Thus, the successful call attempt is defined as any call attempt that was answered and queued for delivery to an agent.

Busy Agents (Busy)

Wallboard name: Matching agents busy
Metrics categories: Campaign, Service, Team

Matching Agents Busy is the number of agents in a Busy state. When displayed as a total for several services, this metric shows the total number of distinct agents with the given service skill(s) in this state. Agents with skills corresponding to multiple services in the set are counted once.

Calendar Reminders (CAL Reminders)

Metrics categories: Agent, Team

Calendar Reminders is the number of entries in the calendar events queue with time in the future, allowing supervisors to see how many recalls are set up by team, per agent.

Calendar Reminders in the Past (CAL Overdue)

Metrics categories: Agent, Team

Calendar Reminders in the Past is the number of entries in the calendar events queue with time in the past, allowing supervisors to see how many recalls are overdue per team, per agent.

Call Handling Rate Per Hour (HR)

Dashboard name: HR
Metrics categories: Campaign, Team

Call Handling Rate Per Hour is the average of all calls made per agent per hour.

Callbacks Currently Waiting in Queue (CB Waiting)

Wallboard name: Callbacks in queue now
Metrics categories: Campaign, Service

Callbacks Currently Waiting in Queue is the current number of callback requests currently waiting in the virtual queue associated with the given service.

Callbacks Requested for the Day (CB Requested)

Wallboard name: Callbacks requested
Metrics categories: Campaign, Service

Callbacks requested is the number of inbound calls to the given service for the day that have chosen the callback option. Note that this metric counts calls; therefore, if one call has requested the callback option multiple times, it will be counted once by this metric.

Campaign Mode (Mode)

Metrics category: Campaign

Campaign Mode displays the current dialer mode for a campaign ("preview, progressive, predictive").

Completed Records in Active Lists (Lists Completed)

Wallboard name: Completed records in active lists
Metrics categories: Campaign, List, Service

Completed Records in Active Lists is the number of records in active lists that have been marked as completed.

Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)

Wallboard name: Completed records with personal agent assignments
Metrics categories: Agent, Campaign, List, Service

Completed Records with Personal Agent Assignments returns the number of personally assigned records completed since the beginning of the campaign. This metric is meaningful for both preview and progressive campaigns.

Count of Selected Dispositions

Wallboard name: Count of selected dispositions
Metrics categories: Service

Count of Selected Dispositions displays the total number of dispositions that are available for a given call service and then selected per interaction per day.

Custom Survey Metric 1 (Survey 1)

Wallboard name: Custom Survey Metric 1
Metrics categories: Agent, Service, Team

Custom Survey Metric 1 is the average percentage of customer survey responses based on a given metric within the survey. This number is calculated by taking the sum of all values, then dividing them by the total number of interactions, where surveys exist (i.e., the Save Survey Results block was used).

Custom Survey Metric 2 (Survey 2)

Wallboard name: Custom Survey Metric 2
Metrics categories: Agent, Service, Team

Custom Survey Metric 2 is the average percentage of customer survey responses based on an additional metric within the survey. This number is calculated by taking the sum of all values, then dividing them by the total number of interactions, where surveys exist (i.e., the Save Survey Results block was used).

Customer Satisfaction (CSAT)

Wallboard name: Customer Satisfaction
Metrics categories: Agent, Service, Team

Customer Satisfaction is the average result of surveys where the customer satisfaction question has been answered.

Estimated Campaign Duration (Est Duration)

Wallboard name: Estimated campaign duration
Metrics categories: Campaign, Service

Estimated Campaign Duration is the estimated length of time a campaign will run today with enough records to keep all logged-in agents busy.

Estimated Wait Time (IN EWT)

Wallboard name: Estimated wait time
Metrics categories: Campaign, Service

Estimated Wait Time is the estimated time a client will wait before being serviced. This metric includes callback requests. When this metric is displayed as a total for several services, it shows the value for the service where the wait time is currently the longest.

First Call Resolution (FCR)

Wallboard name: First Call Resolution
Metrics categories: Agent, Service, Team

First Call Resolution is the percentage of calls resolved by agents during a customer's first call. This number is calculated by dividing the sum of interactions marked as First Call Resolution by all interactions where save survey exists (i.e., the Save Survey Results block was used).

Inbound Calls Abandoned for the Day (IN Total Abandoned)

Wallboard name: Inbound abandoned
Metrics categories: Campaign, Service

Inbound Calls Abandoned for the Day is the number of inbound interactions terminated by the originating party.

Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)

Wallboard name: Inbound abandoned in IVR
Metrics categories: Campaign, Service

Inbound Calls Abandoned in IVR for the Day is the number of inbound interactions terminated while being serviced by an IVR application.

Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)

Wallboard name: Inbound abandoned in queue
Metrics categories: Campaign, Service

Inbound Calls Abandoned in Queue for the Day is the number of inbound interactions terminated by the originating party while waiting in queue.

Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)

Wallboard name: Inbound abandoned while ringing
Metrics categories: Campaign, Service

Inbound Calls Abandoned While Ringing for the Day is the number of inbound calls terminated by the originating party while the line is ringing.

Inbound Calls Currently in IVR (IN in IVR)

Wallboard name: Inbound in IVR now
Metrics categories: Campaign, Service

Inbound Calls Currently in IVR is the number of inbound calls currently being processed by an IVR application.

Inbound Calls Currently Ringing (IN Ringing)

Wallboard name: Inbound ringing on agents now
Metrics categories: Campaign, Service

Inbound Calls Currently Ringing is the number of inbound calls currently ringing for agents.

Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)

Wallboard name: Inbound dropped by system in IVR
Metrics categories: Campaign, Service

Inbound Calls Dropped by System in IVR for the Day is the number of inbound calls that have been disconnected by the system while being processed by an IVR application.

Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)

Wallboard name: Inbound dropped by system in queue
Metrics categories: Campaign, Service

Inbound Calls Dropped by System in Queue for the Day is the number of inbound calls that have been disconnected by the system while waiting in queue.

Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)

Wallboard name: Inbound dropped by system while ringing
Metrics categories: Campaign, Service

Inbound Calls Dropped by System While Ringing for the Day is the number of inbound calls that have been disconnected by the system while ringing.

Inbound Calls Duration Average for the Day (IN Avg Talk Time)

Wallboard name: Inbound duration average
Metrics categories: Agent, Campaign, Service

Inbound Calls Duration Average for the Day is the average of talk time of IN Handled calls. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services).

Inbound Calls Duration Total for the Day (IN Total Talk Time)

Wallboard name: Inbound duration total
Metrics categories: Agent, Campaign, Service

Inbound Calls Duration Total for the Day is the sum of talk time of IN Handled calls.

Inbound Calls First Time Queued for the Day (IN Queued Unique)

Wallboard name: Inbound queued unique
Metrics category: Campaign

Inbound Calls First Time Queued for the Day is the number of inbound calls that entered queued state for the first time. This includes both inbound calls and callbacks dialed and answered by the customer.

Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)

Wallboard name: Inbound in IVR, queue or on agents now
Metrics categories: Campaign, Service

Inbound in IVR, Queue or on Agents Now is the number of in-progress, inbound calls that are in either IVR, service queue, or being handled by agents.

Inbound Calls Queued for the Day (IN Queued)

Wallboard name: Inbound queued
Metrics categories: Campaign, Service

Inbound Calls Queued for the Day is the number of inbound calls that enter a queued state for the day. This includes both inbound calls and callbacks dialed and answered by the customer.

Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)

Wallboard name: Inbound rejected or missed by agents
Metrics categories: Agent, Campaign, Service

Inbound Calls Rejected or Unanswered by Agents for the Day is the number of times agent state was moved by the system to not the Not Ready state. This includes both inbound calls and callbacks dialed and answered by the customer.

Inbound Calls Released by Agents for the Day (IN Agent Disconnected)

Wallboard name: Inbound released by agents
Metrics categories: Agent, Campaign, Service

Inbound Calls Released by Agents for the Day is the number of inbound calls disconnected by agents while talking to callers for the day. This includes both inbound calls and callbacks dialed and answered by the customer.

Inbound Calls Released by Callers for the Day (IN Remote Disconnected)

Wallboard name: Inbound released by callers
Metrics categories: Campaign, Service

Inbound Calls Released by Callers for the Day is the number of inbound calls ended by callers.

Inbound Calls Routed to Agents for the Day (IN Routed)

Wallboard name: Inbound routed to agents
Metrics categories: Campaign, Service

Inbound Calls Routed to Agents for the Day is the number of inbound calls that were queued and then routed to agents for the day.

Inbound Calls Self Serviced for the Day (IN Self Serviced)

Wallboard name: Inbound self serviced
Metrics categories: Campaign, Service

Inbound Calls Self Serviced for the Day is the number of inbound calls disconnected by the caller in IVR state with self-service flag set. This includes both inbound calls and callbacks dialed and answered by the customer.

Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)

Wallboard name: Inbound short-abandoned in queue
Metrics categories: Campaign, Service

Inbound Calls Short Abandoned in Queue for the Day is the number of inbound interactions that have been terminated by the originating party while waiting in the service queue before the configured Service Level threshold.

Inbound Emails Carried Over from Previous Day (IN Carried Over)

Wallboard name: Inbound emails carried over
Metrics categories: Agent, Campaign, Service

Inbound Emails Carried Over from Previous Day is the number of inbound emails that arrived at this service at any time before the reset time and remained unprocessed at the reset time. This metric includes both new emails and emails related to existing threads.

Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)

Wallboard name: Inbound emails carried over from previous day
Metrics categories: Agent, Campaign, Service

Inbound Emails Carried Over from Previous Day for New Cases is the number of inbound emails that arrived at this service the day before the reset time and remained unprocessed at the reset time. This metric includes both new emails and emails related to existing threads.

Inbound Emails Closed Without Reply for the Day (IN Closed)

Wallboard name: Inbound emails dispositioned without reply
Metrics categories: Agent, Campaign, Service

Inbound Emails Closed Without Reply for the Day is the number of inbound emails that have had been assigned a disposition but have not been replied to.

Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)

Wallboard name: Inbound emails in personal queues now
Metrics categories: Agent, Campaign, Service

Inbound Emails Currently on Agents, Saved in Personal Queues is the current number of inbound emails that have been pulled into an agent's personal queue. Note that this metric is not a number of cases, except in the specific situation when each case originates from an inbound email and contains only one inbound email. For more information about the difference between cases and emails, see the Agent Guide, section Cases, Email, and Threads.

Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)

Metrics categories: Agent, Campaign, Service

Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time is processed emails that remained in agent personal queues that were not replied within the service level agreement (SLA) time.

Inbound Emails Offered to Agent for the Day (IN Offered)

Metrics categories: Agent, Campaign

Inbound Emails Offered to Agent for the Day is the total number of emails that were pushed to the agent in the given reporting interval. This metric does not include pulled or manually assigned emails.

Inbound Emails Pulled by Agent for the Day (IN Pulled)

Wallboard name: Inbound emails pulled by agent
Metrics categories: Agent, Campaign

Inbound Emails Pulled by Agent for the Day is the total number of emails that were pulled by the agent from the service queues in the given reporting interval. Approval queues are excluded.

Inbound Emails Replied for the Day (IN Replied)

Wallboard name: Inbound emails replied
Metrics categories: Agent, Campaign, Service

Inbound Emails Replied for the Day is the number of inbound emails that agents have replied to.

Note: If ACW is set for an email service, then this metric is changed only after an agent leaves the ACW state.

Inbound Emails Unanswered for the Day (IN Ignored)

Wallboard name: Inbound emails not accepted
Metrics categories: Agent, Campaign, Service

Inbound emails not accepted is the number of emails that were pushed to the agent and not accepted (returned back to queue or transferring agent). It does not include emails that went into receiving agent personal queue

Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)

Wallboard name: Inbound held
Metrics categories: Agent, Campaign

Inbound Interactions Being Put on Hold by Agent(s) for the Day is the number of inbound service calls put on hold by a user during her login session. The counter is reset when the user logs out.

Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)

Metrics categories: Campaign, Service

Inbound Interactions Currently in IVR, Queue or on Agents counts the number of interactions currently in IVR with a particular Service as well as the number of interactions ringing or connected to agents for the service. It does not count the interactions in wrap-up state.

Note: If ACW is set for an email service, then this metric is changed only after an agent leaves the ACW state.

Inbound Interactions Currently in Queue (IN Waiting)

Dashboard name: Q
Wallboard name: Inbound in queue now
Metrics categories: Campaign, Skill, Service

Inbound Interactions Currently in Queue is the number of inbound calls currently in queued state. This includes both inbound calls and callbacks dialed and answered by the customer.

Inbound Interactions Currently Handled by Agents (IN Active)

Wallboard name: Inbound handled by agents now
Metrics categories: Agent
Inbound Interactions Currently Handled by Agents provides the number of inbound interactions currently being actively handled by agents. This metric includes all inbound interactions in the agents’ active communications list (ACL), except the ones in the ACW phase. Note that emails in agents’ My Queues are not considered active and are not included in this count.

Note that in earlier versions of Bright Pattern Contact Center, the voice-only equivalent of this metric was called IN Talking.

Inbound Interactions Handled by Agents for the Day (IN Handled)

Dashboard name: CH
Wallboard name: Inbound handled by agents
Metrics categories: Agent, Campaign, Service

Inbound Interactions Handled by Agents for the Day is the number of inbound interactions that have been handled by agents since the beginning of the day interval; it includes successful virtual queue callbacks. This metric will count all instances of possible transfers and conferences as separate interactions. For emails, this metric includes IN Replied, IN Closed, IN Transferred, and IN Svc Changed.

Note: If ACW is set for an email service, then this metric is changed only after an agent leaves the ACW state.

Inbound Interactions Received for the Day (IN Received)

Wallboard name: Inbound received
Metrics categories: Campaign, Service

Inbound Interactions Received for the Day is the number of inbound interactions that have requested this service since reset time. For emails, this metric includes both new emails and emails related to existing threads. Interactions received via transfer or service change are not included.

Inbound Interactions Received for the Day for New Cases (IN Received New)

Wallboard name: Inbound emails that created new cases
Metrics categories: Campaign, Service

Inbound Interactions Received for the Day for New Cases is the number of inbound emails which create new cases for the day. This metric excludes emails related to existing email threads.

Inbound Interactions Transferred by Agents for the Day (IN Transferred)

Dashboard name: CT
Wallboard name: Inbound transferred away
Metrics categories: Agent, Campaign, Service

Inbound Interactions Transferred by Agents for the Day is the number of inbound interactions that have been transferred to an external service.

Inbound Service Level Target

Wallboard name: Inbound Service Level target
Metrics categories: Campaign, Service

Inbound Service Level Target the target percentage of inbound interactions being serviced; this number is configured by system administrators.

Inbound Service Level Threshold

Wallboard name: Inbound Service Level threshold
Metrics categories: Campaign, Service

Inbound Service Level Threshold is the amount of time allotted to inbound service interactions.

Inbound Transfers Received for the Day (IN Transfers)

Wallboard name: Inbound received as transfers
Metrics categories: Agent, Campaign, Service

Inbound Transfers Received for the Day is the number of inbound call transfers.

Logged-in Agents (Logged In)

Wallboard name: Matching agents logged-in
Metrics categories: Campaign, Skill, Service, Team

Logged-in Agents is the number of agents currently logged into Agent Desktop in any state except Supervising. When displayed as a total for several services, this metric shows the total number of distinct agents with the given service skill(s) in this state. Agents with skills corresponding to multiple services in the set are counted once.

Max Inbound Wait Time (IN Max Wait)

Dashboard name: WT
Wallboard name: Inbound longest wait now
Metrics categories: Campaign, Skill, Service

Max Inbound Wait Time provides the current wait time of the inbound interaction that has been waiting in queue the longest and is still unanswered; this includes inbound calls, callbacks dialed and answered by customers, inbound chats, and inbound emails. Note that an interaction could wait in queue several times (i.e., it could be requeued for another service either automatically or manually). In this case, the metric shows the interaction for the service it is currently waiting for but calculates the total waiting time since the moment the interaction entered the first service queue. When this metric is displayed as a total for several services, it shows the value for the service where the wait time is currently the longest.

For inbound email interactions, note the following: This metric is the current wait time of the email that has been waiting in the queue the longest time (and is still waiting), compared to all other emails currently waiting in the same queue. This includes service closure hours and is available for both Push and Pull distribution modes. Note that for email services this metric is updated once per hour.

Most Frequent Dispositions (Top Dispositions)

Metrics category: Agent

Most Frequent Dispositions is the 10 most frequent dispositions set by an agent.

My ACW Time (ACW Time)

Metrics category: Agent

My ACW Time is the total number of seconds an agent was in ACW state. This metric is counted per agent per day.

My Break Time (BT)

Wallboard name: Break time total
Metrics category: Agent

My Break Time counts the total time the agent spends in Not Ready states with reasons marked as "counts toward break time".

My Busy Time (Busy Time)

Metrics category: Agent

My Busy Time is the total number of seconds an agent was in the Busy state. This metric is counted per agent, per day.

My Ready Time (Ready Time)

Metrics category: Agent

My Ready Time is the total number of seconds an agent was in the Ready state. This metric is counted per agent, per day.

My Success Rate (SR)

Dashboard name: SR
Wallboard name: Success rate
Metrics category: Agent, Campaign

My Success Rate is the percentage of calls handled per agent that received the Success disposition type divided by the total number of calls with this service. This metric is calculated for all services the agent handles.

My Team Success Rate (TR)

Dashboard name: TR
Wallboard name: Success rate
Metrics category: Campaign, Team

My Team Success Rate is the percentage of calls handled per team that received the Success disposition type divided by the total number of calls with this service. This metric is calculated with break-downs per service and per team.

Net Promoter Score (NPS)

Wallboard name: Net Promoter Score
Metrics categories: Agent, Service, Team

Net Promoter Score (NPS) is the percentage of points for all surveys where a response was given for the contact satisfaction question. The percentage is calculated out of the number of interactions, where surveys exist (i.e., the Save Survey Results block was used). The percentage is calculated by subtracting the percentage of promoters (values 9 and 10) by the percentage of detractors (values 0-6). For more information about NPS, see netpromoter.com/know.

Not Ready Agents (Not Ready)

Wallboard name: Matching agents not ready
Metrics categories: Campaign, Service, Team

Not Ready Agents is the number of agents in Not Ready state. When displayed as a total for several services, this metric shows the total number of distinct agents with the given service skill(s) in this state. Agents with skills corresponding to multiple services in the set are counted once.

Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)

Wallboard name: Inbound emails for existing queued cases
Metrics categories: Agent, Campaign, Service

Number of Inbound Emails Joined to Already Existing Case, Per Day is the total number of inbound emails for this service that have been joined to already existing cases.

Number of Interactions on Agent (Active)

Metric Categories: Agent, Campaign

Number of Interactions on Agent provides the number of interactions that are currently being actively handled by the agent (i.e., inbound and outbound). This metric includes all interactions in the agents’ Active Communications List (ACL), including the ones in the ACW stage. Emails in agents’ My Queues are not considered active and are not included in this count. If an agent has more than one active interaction, clicking on the value of this metric will “unfold” the agent’s row into a list showing information about all interactions that are currently being handled by this agent. Note that in earlier versions of Bright Pattern Contact Center, the related metrics used to be called # Calls and # Chats, and email My Queue used to be called Personal Queue.

Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)

Wallboard name: Number of interactions recategorized from a different service
Metrics categories: Campaign, Service

Number of Interactions Re-categorized from a Different Service by Agents counts the number of times agents have changed received interaction services from one service to another service.

Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)

Wallboard name: Number of interactions recategorized to a different service
Metrics categories: Agent, Campaign, Service

Number of Interactions Recategorized to a Different Service by Agents counts the number of times agents have changed interaction services to one service from another service.

Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)

Wallboard name: Inbound emails handled
Metrics categories: Agent, Campaign, Service

Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes is the number of first actions (reply, closed without reply, transfers and service changes) on new cases/threads. This metric counts only on the first action of an agent per email thread.

Note: If ACW is set for an email service, then this metric is changed only after an agent leaves the ACW state.

Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)

Wallboard name: Number of records excluded by DNC lists from active lists
Metrics categories: Campaign, List, Service

Number of Records Excluded by DNC Lists from Active Lists is the total number of records that are excluded from active lists because they also appear on Do Not Call (DNC) lists.

Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)

Wallboard name: Records in quota groups that reached quota limits
Metrics category: Service

Number of Records in Quota Groups That Reached Quota Limits is the number of non-finalized records that belong to quota groups that have reached the quota limits. The purpose of this metric is to provide a view on the number of remaining dialable records from a campaign.

Number of Records With a Success Disposition (Successes)

Metrics categories: List, Service

Number of Records With a Success Disposition is the number of records received with any of the success dispositions.

Occupancy in Campaign/Service (Occupancy)

Wallboard name: Occupancy of matching agents
Metrics categories: Agent, Campaign, Service, Team

Occupancy in Campaign/Service is the percentage of time agents have spent handling interactions of the given service (including the preview time and after-call work) out of their total working time (i.e., the time the agents have spent handling interactions of any service and being Ready to handle interactions).

Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)

Wallboard name: Outbound calls answered, out of connection speed compliance
Metrics categories: Campaign, Service

Outbound calls answered, out of connection speed compliance is the number of outbound calls answered that do not meet a minimum connection speed.

Outbound Call Attempts Currently in Progress (OUT in Progress)

Wallboard name: Outbound call attempts in progress now
Metrics categories: Campaign, Service

Outbound Call Attempts Currently in Progress is the number of outbound calls in a dialing or call progress analysis (CPA) state.

Outbound Call Attempts for the Day (OUT Dialed)

Dashboard name: CM
Wallboard name: Outbound call attempts
Metrics categories: Campaign, Service

Outbound Call Attempts for the Day is the total number of outbound calls agents have placed for the day.

Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)

Wallboard name: Outbound calls abandoned
Metrics categories: Campaign, Service

Outbound Calls Abandoned at any Stage for the Day is the number of outbound calls that have been terminated by agents for the day.

Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)

Wallboard name: Outbound calls abandoned in IVR
Metrics categories: Campaign, Service

Outbound Calls Abandoned in IVR for the Day is the number of outbound calls terminated while being processed by an IVR application for the day.

Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)

Wallboard name: Outbound calls abandoned in queue
Metrics categories: Campaign, Service

Outbound Calls Abandoned in Queue for the Day the number of outbound calls that have been terminated while waiting in the service queue.

Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)

Wallboard name: Outbound calls abandoned while ringing
Metrics categories: Campaign, Service

Outbound Calls Abandoned While Ringing for the Day is the number of outbound calls disconnected by customers while ringing on agents for the day.

Outbound Calls Attempts Failed for the Day (OUT Failed)

Wallboard name: Outbound calls attempts failed
Metrics categories: Campaign, Service

Outbound Calls Attempts Failed for the Day is the number of outbound calls initiated by agents and not answered by customers for a particular service for the day.

Outbound Calls Currently in IVR (OUT in IVR)

Wallboard name: Outbound calls in IVR %
Metrics categories: Campaign, Service

Outbound Calls Currently in IVR is the percentage of all outbound calls being processed by an IVR application out of all current outbound calls. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Outbound Calls Currently in Queue (OUT Waiting)

Wallboard name: Outbound calls in queue now
Metrics categories: Campaign, Service

Outbound Calls Currently in Queue is the number of outbound calls currently in Queued state.

Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)

Wallboard name: Outbound calls ringing on agents now
Metrics categories: Campaign, Service

Outbound Calls Delivered to Agents and Currently Ringing is the number of outbound calls currently in Delivery Pending state (ringing on the agent, waiting for agent answer).

Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)

Wallboard name: Outbound calls dropped in IVR
Metrics categories: Campaign, Service

Outbound Calls Dropped in IVR for the Day is the number of outbound calls that have been disconnected by the system while being processed by an IVR application.

Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)

Wallboard name: Outbound calls dropped in queue
Metrics categories: Campaign, Service

Outbound Calls Dropped in Queue for the Day is the number of outbound calls that have been disconnected by the system while waiting in queue.

Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)

Wallboard name: Outbound calls dropped while ringing
Metrics categories: Campaign, Service

Outbound Calls Dropped While Ringing for the Day is the number of outbound calls that have been disconnected by the system while the line is ringing for agents for the day.

Outbound Calls Duration Average for the Day (OUT Avg Talk Time)

Wallboard name: Outbound calls duration average
Metrics categories: Agent, Campaign, Service

Outbound Calls Duration Average for the Day is the average talk time for OUT Handled calls. When displayed as a total for several services, this metric shows the average across all services in the set (i.e., it is calculated as the total sum of all durations across all services divided by the total sum of all interactions across all services).

Outbound Calls Duration Total for the Day (OUT Total Talk Time)

Wallboard name: Outbound calls duration total
Metrics categories: Agent, Campaign, Service

Outbound Calls Duration Total for the Day is the sum of talk time of OUT Handled calls.

Outbound Calls Queued for the Day (OUT Queued)

Wallboard name: Outbound calls queued
Metrics categories: Campaign, Service

Outbound Calls Queued for the Day is the number of outbound calls waiting in the service queue.

Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)

Wallboard Name: Outbound calls rejected or missed by agents
Metrics categories: Agent, Campaign, Service, Team

Outbound calls rejected or missed by agents is the number of outbound calls that have been either rejected or unanswered by agents.

Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)

Wallboard name: Outbound calls released by agent
Metrics categories: Campaign, Service

Outbound Calls Released by Agent for the Day is the number of outbound calls ended by agents.

Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)

Wallboard name: Outbound calls released by remote party
Metrics categories: Campaign, Service

Outbound Calls Released by Remote Party for the Day is the number of outbound calls ended by the customer.

Outbound Calls Routed to Agents for the Day (OUT Routed)

Dashboard name: CRA
Wallboard name: Outbound calls routed to agents
Metrics categories: Campaign, Service

Outbound Calls Routed to Agents for the Day is the number of outbound calls that were queued and then routed to agents for the day. If a call is routed to an agent more than once with the same service, it is counted multiple times.

Outbound Calls Self Serviced for the Day (OUT Self Serviced)

Wallboard name: Outbound calls self serviced
Metrics categories: Campaign, Service

Outbound Calls Self Serviced for the Day is the number of outbound calls that have been terminated with a Self-Service indicator while being processed by an IVR application.

Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)

Wallboard name: Outbound calls transferred away
Metrics categories: Campaign, Service

Outbound Calls Transferred by Agents for the Day is the number of outbound calls where agents initiate transfers for the day (either to queue, another agent or external number).

Outbound Current Calling Rate (OUT Call Rate)

Dashboard name: CR
Wallboard name: Outbound calling rate now
Metrics categories: Campaign, Service

Outbound Current Calling Rate is the current number of outbound calls being attempted by agents per minute.

Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)

Wallboard name: Outbound emails in personal queue
Metrics categories: Agent, Campaign

Outbound Emails Currently on Agents, Saved in Personal Queues is the number of saved drafts of outbound emails that remained in agent personal queues.

Outbound Interactions Currently Handled by Agents (OUT Active)

Wallboard name: Outbound interactions handled by agents now
Metrics categories: Campaign, Service

Outbound Interactions Currently Handled by Agents is the number of outbound interactions currently being handled and completed by agents.

Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)

Dashboard name: OCH
Wallboard name: Outbound interactions handled by agents (email - send non-replies)
Metrics categories: Agent, Campaign, Service, Team

Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses is the number of outbound interactions that have been handled by agents; it includes campaign calls. For emails, this includes both new outbound emails and possible follow-up email messages related to existing email threads but does not include emails that have been started and discarded without sending.

Outbound Successful Calls Attempts for the Day (OUT Answered)

Wallboard name: Outbound calls attempts successful
Metrics categories: Campaign, Service

Outbound Successful Calls Attempts for the Day is the number of successful outbound call attempted by agents.

Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)

Wallboard name: Outbound calls answered, out of connection speed compliance %
Metrics categories: Campaign, Service

Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day is the percentage of all outbound calls answered that do not meet a minimum connection speed. This number is calculated by dividing the total number of unattended calls per day by the total number of outbound calls queued per day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)

Wallboard name: Inbound abandoned %
Metrics categories: Campaign, Service

Percentage of Inbound Calls Abandoned for the Day is the percentage of inbound interactions terminated by the originating party out of all calls received for the day. This number is calculated by dividing the total number of inbound abandoned calls per day by the total number of calls received per day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)

Wallboard name: Inbound abandoned in queue %
Metrics categories: Campaign, Service

Percentage of Inbound Calls Abandoned in Queue for the Day is the percentage of inbound interactions terminated by the originating party while waiting in queue out of all inbound calls received for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Inbound Calls Handled for the Day (IN Handled %)

Wallboard name: Inbound handled by agents %
Metrics categories: Campaign, Service

Percentage of Inbound Calls Handled for the Day is the percentage of all inbound interactions that have been handled and completed by agents out of all inbound calls received for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)

Wallboard name: Inbound short-abandoned in queue %
Metrics categories: Campaign, Service

Percentage of Inbound Calls Short Abandoned in Queue for the Day is the percentage of inbound interactions that have been terminated by the originating party while waiting in the service queue before the configured Service Level threshold. This number is calculated by dividing the total number of inbound calls short-abandoned in queue per day by the total number of inbound calls queued per day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)

Dashboard name: SLA
Wallboard name: Inbound interactions answered in Service Level % (moving window)
Metrics categories: Campaign, Service

Inbound interactions answered in Service Level % (moving window) is the percentage of interactions answered before the threshold time (20 seconds by default) relative to all answered and abandoned interactions (except short abandoned) calculated over the 20 most recent calls. For email interactions, it is the percent of emails replied to within the predefined Service Level threshold, relative to all replied emails. When this metric is displayed as a total for several services, it shows the value for the service where the service level is currently the lowest.

Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)

Wallboard name: Inbound interactions answered in Service Level %
Metrics categories: Campaign, Service

Percentage of Inbound Interactions Answered in Service Level Over the Day is the percentage of calls answered before the threshold time (20 seconds by default) relative to all answered and abandoned interactions (except short abandoned) calculated for the day. For email interactions, it is the percentage of emails replied to within the pre-defined Service Level threshold, relative to all replied emails. When this metric is displayed as a total for several services, it shows the value for the service where the service level is currently the lowest.

Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)

Wallboard name: Outbound calls abandoned %
Metrics categories: Campaign, Service

Percentage of Outbound Calls Abandoned at any Stage for the Day is the percentage of calls that were dropped by customers in IVR or in Queue (including short and long waits) before being answered by agents out of all calls entered in IVR for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)

Wallboard name: Outbound calls abandoned in IVR %
Metrics categories: Campaign, Service

Percentage of Outbound Calls Abandoned in IVR for the Day is the percentage of calls that were dropped by customers in the IVR scenario out of all calls entered in IVR for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)

Wallboard name: Outbound calls abandoned in queue %
Metrics categories: Campaign, Service

Percentage of Outbound Calls Abandoned in Queue for the Day is the percentage of calls that were dropped by customers while waiting in queue for an agent out of all calls entered in queue for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)

Wallboard name: Outbound calls attempts successful %
Metrics categories: Campaign, Service

Percentage of Outbound Successful Call Attempts for the Day is the percentage of successful outbound calls attempted by agents out of all calls attempted for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Records Attempted for the Day (Attempted %)

Wallboard name: Records attempts %
Metrics categories: Campaign, List, Service

Percentage of Records Attempted for the Day is the percentage of records attempts during a campaign out of all records for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Records Completed for the Day (Completed %)

Wallboard name: Records completions %
Metrics categories: Campaign, List, Service

Percentage of Records Completed for the Day is the percentage of completed records from a campaign for the day out of the sum of completed and remaining records for the day. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Records Completed in Active Lists (Active Lists Completed %)

Wallboard name: Records completed in active lists %
Metrics categories: Campaign, List, Service

Percentage of Records Completed in Active Lists is the percentage of records completed per campaign out of the sum of completed and remaining records for the currently enabled lists. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Percentage of Records Skipped for the Day (Skipped %)

Wallboard name: Records skips %
Metrics categories: Agent, Campaign, Service

Percentage of Records Skipped for the Day is the percentage of records skipped per agent, per day, out of the total number of records the agent previewed. When displayed as a total for several services, this metric shows the percentage calculated across all services in the set.

Quota of Successes for the Calling List Quota Group (Quota)

Metrics categories: List

Quota of Successes for the Calling List Quota Group is the number of records that must receive a success disposition in this quota group. For disposition-based groups, it counts only the specific disposition of the group. For source field-based groups, it counts any success disposition.

Records Attempted for the Day (Attempted)

Wallboard name: Records attempts
Metrics categories: Campaign, List, Service

Records Attempted for the Day is the number of records from a campaign where contact has been attempted, including the records that are currently being attempted.

Records Completed for the Day (Completed)

Wallboard name: Records completions
Metrics categories: Campaign, List, Service

Records Completed for the Day is the number of records from a campaign that have been completed (i.e., the records for which final dispositions have been set).

Records Dialable Right Now (Dialable)

Metrics categories: Campaign, List, Service

Records Dialable Right Now displays the number of records in the list/campaign of non-closed records that can be called right now (taking into account calling hours and reschedule limitations). Please note, if the number of dialable records is more than 1000, the statistic will show "1000+". If the number of records is less than 1000, the statistic will show the actual number.

Records Expired (Expired)

Metrics categories: Campaign, List, Service

Records Expired displays the number of records in the list that have expired since they have been exported. The expiration is defined in calling list configuration.

Records Previewed for the Day (Previewed)

Wallboard name: Records previews
Metrics categories: Agent, Campaign, Service

Records Previewed for the Day is the number of preview interactions from a campaign for the day that agents have accepted (including auto-accepted ones).

Records Skipped for the Day (Skipped)

Wallboard name: Records skips
Metrics categories: Agent, Campaign, Service

Records Skipped for the Day is the number of records agents have accepted from a campaign but then skipped (canceled) per day.

Records State Chart (State Chart)

Metrics categories: Campaign, List, Service

Records State Chart returns 4 arrays of numbers: completed, rescheduled, remaining, and auto-completed. All arrays are indexed by attempt number. The attempt number is a record attempt number (retries are not counted).

• The first array (completed) contains the percentage (0-100) of records completed at this attempt number by agents. The percentage is counted by dividing by the List Records metric.

• The second array (rescheduled) contains the percentage of records rescheduled from this attempt number to the next attempt number; the percentage is calculated out of all list records.

• The third array (remaining) contains the percentage of records remaining not attempted on this attempt out of all list records.

• The fourth array (auto-completed) contains the percentage (0-100) of records completed at this attempt number by dialer (either by hitting a DNC record or reaching max attempts). The percentage is counted by dividing by the List Records metric.
  
  

Remaining Records in Active Lists (Lists Remaining or RR)

Dashboard name: RR
Wallboard name: Remaining records in active lists
Metrics categories: Campaign, List, Service

Remaining Records in Active Lists is the approximate number of remaining records from a campaign (not including records from disabled lists).

Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)

Wallboard name: Remaining records with personal agent assignments
Metrics categories: Agent, Campaign, List, Service

Remaining Records With Personal Agent Assignments is the approximate number of remaining records from a campaign that have assigned personal agents (not including records from disabled lists).

Selected Dispositions Percentage

Wallboard name: Selected dispositions percentage
Metrics categories: Service

Selected Dispositions Positions displays the total percentage of dispositions that have been selected from all inbound calls out of all dispositioned calls; the metric is displayed per service per day.

Time in Preview (Preview Duration)

Wallboard name: Preview duration now
Metrics categories: Agent, Campaign

Time in Preview is the number of seconds the agent is spending in the Busy state with preview interaction. The metric returns a value of 0 if the agent is not doing a preview interaction at the moment.

Total Number of Records in Active Lists (Lists Records)

Wallboard name: Count of records in all active lists
Metrics categories: Campaign, Lists, Service

Total Number of Records in Active Lists is the number of all records, completed and remaining, in all currently enabled lists.

Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)

Wallboard name: Inbound handled unique
Metrics categories: Agent, Campaign, Service

Unique Inbound Calls Handled by Agents for the Day is the number of inbound service calls handled by all agents since the beginning of the day interval. If the same customer call is handled by multiple agents (blind transfer or conference), this metric is increased only on the first answer by the first agent. This includes both inbound calls and callbacks dialed and answered by the customer.

Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

Wallboard name: Inbound held, non-transferred
Metrics categories: Agent, Campaign

Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day is the number of unique inbound service calls put on hold by a user during his login session. The counter is reset when the user logs out.

List of Real-Time Statistics

The following is a grid view of all real-time statistics that may be used in the Bright Pattern Contact Center Real-Time Statistics API. For a complete list view of these statistics including definitions, see All Real-time Metrics in the Reporting Reference Guide.

Agents (in a team)

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

agents_logged

Logged-in agents

x

x

x

x

x

x

agents_busy

Busy agents

x

x

x

x

x

x

agents_in_wrap_up

Agents in ACW state

x

x

x

x

x

x

counted by "capacity" object

Number of interactions on agent

x

x

x

x

x

agents_busy_on_service

Agents busy with interactions of this service

x

x

x

x

agents_ready

Ready agents

x

x

x

x

x

x

agents_not_ready

Not Ready agents

x

x

x

x

x

x

agent_occupancy

Occupancy in campaign/service

x

x

x

x

x

x

x

agent_average_idle_time

Average idle time

x

x

x

x

x

x

x

agent_idle_time

Agent idle time

x

x

x

x

agent_preview_duration

Time in Preview

x

x

agent_average_preview_time

Average Preview time

x

x

x

agent_success_ratio_per_day

My Success Rate

x

x

x

x

agent_total_break_time

My Break Time

x

agent_total_busy_time

My Busy Time

x

agent_total_acw_time

My ACW Time

x

agent_total_ready_time

My Ready Time

x

agent_fcr

First Call Resolution

x

x

x

agent_nps

Net Promoter Score

x

x

x

agent_csat

Customer Satisfaction

x

x

x

agent_cm1

Custom Survey Metric 1

x

x

x

agent_cm2

Custom Survey Metric 2

x

x

x

top_dispositions_per_day

Most Frequent Dispositions

x

team_success_ratio_per_day

My Team Success Rate

x

x

x

x

Calendar entries

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

agent_calendar_pending

Calendar reminders

x

x

agent_calendar_overdue

Calendar reminders in the past

x

x

Calls (Inbound)

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

in_calls_received_per_day

Inbound interactions received for the day

x

x

x

in_transfers_received_per_day

Inbound transfers received for the day

x

x

x

out_transfers_received_per_day

Outbound transfers received for the day

x

x

x

in_calls_in_ivr

Inbound calls currently in IVR

x

x

in_calls_self_serviced_per_day

Inbound calls self serviced for the day

x

x

in_calls_abandoned_in_ivr_per_day

Inbound calls abandoned in IVR for the day

x

x

in_calls_abandoned_total_per_day

Inbound calls abandoned for the day

x

x

in_calls_abandoned_percent_per_day

Percentage of inbound calls abandoned for the day

x

x

in_calls_dropped_in_ivr_per_day

Inbound calls dropped by system in IVR for the day

x

x

in_calls_queued_per_day

Inbound calls queued for the day

x

x

in_calls_first_time_queued_per_day

Inbound calls first time queued for the day

x

in_calls_waiting

Inbound interactions currently in queue

x

x

x

in_calls_in_progress (renamed from in_calls_waiting_or_active, merged with in_email_waiting_in_all_queues)

Inbound interactions currently in IVR, queue or on agents

x

x

x

in_calls_abandoned_in_queue_per_day

Inbound calls abandoned in queue for the day

x

x

in_calls_abandoned_in_queue_ratio_per_day

Percentage of inbound calls abandoned in queue for the day

x

x

in_calls_short_abandoned_in_queue_per_day

Inbound calls short abandoned in queue for the day

x

x

in_calls_short_abandoned_in_queue_ratio_per_day

Percentage of inbound calls short abandoned in queue for the day

x

x

in_calls_dropped_in_queue_per_day

Inbound calls dropped by system in queue for the day

x

x

service_level

Percentage of inbound interactions answered in Service Level

x

x

x

service_level_per_day

Percentage of inbound interactions answered in Service Level over the day

x

x

service_level_target

Inbound Service Level target

x

x

x

service_level_threshold_time

Inbound Service Level threshold

x

x

x

in_max_wait_time

Max inbound wait time

x

x

in_ewt

Estimated wait time

x

x

in_calls_routed_per_day

Inbound calls routed to agents for the day

x

x

in_calls_ringing

Inbound calls currently ringing

x

x

in_calls_handled_per_day

Inbound interactions handled by agents for the day

x

x

x

x

x

in_calls_handled_percent_per_day

Percentage of inbound calls handled for the day

x

x

in_calls_first_time_handled_per_day

Unique Inbound calls handled by agents for the day

x

x

x

in_calls_put_on_hold_per_day

Inbound interactions being put on hold by agent(s) for the day

x

x

in_calls_first_time_put_on_hold_per_day

Unique inbound interactions being put on hold by agent(s) for the day

x

x

in_calls_rejected_per_day

Inbound calls rejected or unanswered by agents for the day

x

x

x

in_calls_abandoned_ringing_per_day

Inbound calls abandoned while ringing for the day

x

x

in_calls_dropped_ringing_per_day

Inbound calls dropped by system while ringing for the day

x

x

in_calls_active_on_agents (renamed from in_calls_talking)

Inbound interactions currently handled by agents

x

x

x

x

in_calls_disconnected_talking_per_day

Inbound calls released by callers for the day

x

x

in_calls_dropped_talking_per_day

Inbound calls released by agents for the day

x

x

x

in_calls_duration_average_per_day

Inbound calls duration average for the day

x

x

x

in_calls_duration_total_per_day

Inbound calls duration total for the day

x

x

x

in_calls_transferred_per_day

Inbound interactions transferred by agents for the day

x

x

x

in_average_speed_of_answer

For calls, average speed of answer. For emails, average time to reply

x

x

x

calls_average_handling_time_per_day

Average Handle time

x

x

x

x

x

x

x

calls_average_acw_time_per_day

Average ACW Time

x

x

x

x

x

x

agent_call_handling_rate

Call handling rate per hour

x

x

x

x

in_callbacks_requested_per_day

Callbacks requested for the day

x

x

in_callbacks_waiting

Callbacks currently waiting in queue

x

x

Records (lists, outbound campaigns, inbound services)

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

records_total

Total number of records in active lists

X

X

X

X

X

X

records_completed

Completed records in active lists

X

X

X

X

X

X

records_with_assigned_agents_completed

Completed records with personal agent assignments

X

X

X

X

records_remaining

Remaining records in active lists

X

X

X

X

X

X

records_quota

Quota of successes for the calling list quota group

X

records_successes

Number of records with a success disposition

X

X

X

records_out_of_quota

Number of records in quota groups that reached quota limits

X

records_with_assigned_agents_remaining

Remaining rercords with personal agent assignments

X

X

X

X

records_in_dnc

Number of records excluded by DNC lists from Active Lists

X

X

X

X

records_attempted_per_day

Records attempted for the day

X

X

X

X

X

records_attempted_ratio_per_day

Percentage of records attempted for the day

X

X

X

X

X

records_accepted_per_day

Records previewed for the day

X

X

X

records_skipped_per_day

Records skipped for the day

X

X

X

records_skipped_ratio_per_day

Percentage of records skipped for the day

X

X

X

records_completed_per_day

Records completed for the day

X

X

X

X

X

records_completed_ratio_per_day

Percentage of records completed for the day

X

X

X

X

X

records_completed_ratio

Percentage of records completed in active lists

X

X

X

X

X

records_progress

Records state chart

X

X

X

X

X

records_dialable

Records Dialable Right Now

X

X

X

X

X

records_expired

Records Expired

X

X

X

X

Campaign state (Outbound)

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

out_campaign_mode

Campaign mode

X

X

X

out_campaign_duration_forecast

Estimated campaign duration

X

X

X

X

out_average_success_rate

Average Success Rate - percentage of successful call attempts

X

X

Dispositions

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

calls_dispositions_per_day

X

X

X

X

X

calls_dispositions_ratio_per_day

X

X

X

X

Calls (Outbound Dialer)

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

out_calls_current_call_rate

Outbound current calling rate

X

X

X

out_calls_placed_per_day

Outbound call attempts for the day

X

X

X

X

X

out_calls_in_progress

Outbound call attempts currently in progress

X

x

x

X

out_calls_failed_per_day

Outbound calls attemtps failed fo the day

x

x

x

x

out_calls_answered_per_day

Outbound successful calls attempts for the day

x

x

X

X

out_calls_answered_ratio_per_day

Percentage of outbound successful call attempts for the day

X

x

x

X

out_calls_in_ivr

Outbound calls currently in IVR

x

x

out_calls_self_serviced_per_day

Outbound calls self serviced for the day

x

x

out_calls_abandoned_in_ivr_per_day

Outbound calls abandoned in IVR for the day

X

X

out_calls_abandoned_in_ivr_ratio_per_day

Percentage of outbound calls abandoned in IVR for the day

X

X

out_calls_dropped_in_ivr_per_day

Outbound calls dropped in IVR for the day

X

X

out_calls_queued_per_day

Outbound calls queued for the day

x

x

out_calls_waiting

Outbound calls currently in queue

x

x

out_calls_abandoned_in_queue_per_day

Outbound calls abandoned in queue for the day

X

X

out_calls_abandoned_in_queue_ratio_per_day

Percentage of outbound calls abandoned in queue for the day

X

X

out_calls_dropped_in_queue_per_day

Outbound calls dropped in queue for the day

X

X

out_calls_unattended_per_day

Outbound answered calls that did not connect to agent in compliance time, per day

X

X

out_calls_unattended_ratio_per_day

Percentage of calls that did not connect to agent in compliance time, per day

x

x

out_calls_routed_per_day

Outbound calls routed to agents for the day

x

x

out_calls_ringing

Outbound calls delivered to agents and currently ringing

x

x

out_calls_abandoned_ringing_per_day

Outbound calls abandoned while ringing for the day

X

X

out_calls_dropped_ringing_per_day

Outbound calls dropped while ringing for the day

X

X

out_calls_duration_average_per_day

Outbound calls duration average for the day

x

x

x

x

out_calls_duration_total_per_day

Outbound calls duration total for the day

x

x

x

x

out_calls_rejected_per_day

Outbound calls rejected or unanswered by agents for the day

X

X

X

x

out_calls_handled_per_day

Outbound interactions handled by agents for the day. For email - number of unsolicited emails and follow-up responses.

x

x

x

x

x

out_calls_active_on_agents (renamed from out_calls_talking)

Outbound interactions currently handled by agents

x

x

x

x

out_calls_disconnected_talking_per_day

Outbound calls released by remote party for the day

x

x

x

out_calls_dropped_talking_per_day

Outbound calls released by agent for the day

x

x

x

out_calls_transferred_per_day

Outbound calls transferred by agents for the day

x

x

x

x

out_calls_in_progress (renamed from out_calls_in_progress_or_active)

Outbound interactions in any stage

x

x

x

out_calls_abandoned_per_day

Outbound calls abandoned at any stage for the day

X

X

X

out_calls_abandoned_ratio_per_day

Percentage of outbound calls abandoned at any stage for the day

X

X

X

Email

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

in_emails_joined_existing_cases (renamed from in_emails_joined_existing_queue)

number of inbound emails joined to already existing case, per day

x

x

x

in_email_received_new_per_day

Inbound interactions received for the day for new cases

x

x

x

in_email_carried_over

Inbound emails carried over from previous day

x

x

x

in_email_carried_over_new

Inbound emails carried over from previous day for new cases

x

x

x

in_email_offered_per_day

Inbound emails offered to agent for the day

x

x

in_email_rejected_per_day

Inbound emails unanswered for the day

x

x

x

in_email_pulled_per_day

Inbound emails pulled by agent for the day

x

x

in_email_processed_replied_per_day

Inbound emails replied for the day

x

x

x

in_email_processed_noreply_per_day

Inbound emails closed without reply for the day

x

x

x

in_email_handled_new_per_day

Number of new emails processed by agents, including replied, closed without reply, transferred and service changes

x

x

x

in_email_waiting_in_personal_queues

Inbound emails currently on agents, saved in personal queues

x

x

x

in_email_waiting_in_pq_breached_sla

Inbound emails currently on agents, saved in personal queues, waiting in excess of SLA time

x

x

x

out_email_waiting_in_personal_queues

Outbound emails currently on agents, saved in personal queues

x

x

in_service_changed_per_day

Number of interactions recategorized to a different service by agents

x

x

x

in_service_change_received_per_day

Number of interactions re-categorized from a different service by agents

x

x

in_email_spam

Number of interactions re-categorized as spam by agents

x

x

in_email_trash

Number of interactions re-categorized as trash by agents

x

x

Configuration and runtime attributes

Protocol Name

Name

Applicable to object type

Campaign/Service type

Item

User

Team

Service

Calling List

Calling List Quota

Inbound

Outb - Preview

Outb - Predictive

Outb - SMS Auto

Email

item_id

X

user_id

X

team_id

X

X

service_id

X

X

list_id

X

name

X

X

X

firstname

X

lastname

X

login_id

X

extension

X

team_name

X

is_agent

X

is_super

X

X

X

X

X

is_mobil

X

is_logged

X

login_time

X

X

X

X

acd_state

X

X

X

X

state_duration

X

X

X

X

reason

X

X

X

X

acd_next_state

X

X

X

X

next_reason

X

X

X

X

active_item_id

X

X

X

X

active_item_service_id

X

X

X

X

active_item_service_name

X

X

X

X

active_item_media_type

X

X

X

X

active_item_state

X

X

X

X

active_item_direction

X

X

X

X

active_item_party_name

X

X

X

X

active_item_party_firstname

X

X

X

X

active_item_party_lastname

X

X

X

X

active_item_is_flagged

X

X

X

X

active_item_qm_monitor_user

X

X

X

X

active_item_qm_monitor_mode

X

X

X

X

active_item_qm_monitor_item_id

X

X

X

X

active_item_qm_monitored_item_id

X

X

X

X

active_item_talk_duration

X

X

X

X

active_item_hold_duration

X

X

X

X

active_item_sentiment

X

X

X

X

items

X

media_type

X

state

X

X

direction

X

service_name

X

party_name

X

party_firstname

X

party_lastname

X

is_flagged

X

qm_is_recording

X

qm_monitor_user

X

>

qm_monitor_mode

X

qm_monitor_item_id

X

qm_monitored_item_id

X

talk_duration

X

hold_duration

X

priority

X

state_reason

X

is_enabled

X

X

ratio

X

outbound_campaign_link_group

X

1. REDIRECT 5.3:Contact-center-administrator-guide/ServicesandCampaigns/PropertiesTab

1. REDIRECT 5.3:Contact-center-administrator-guide/UsersandTeams/Teams

1. REDIRECT 5.3:Contact-center-administrator-guide/UsersandTeams/Teams

Web Screen Pop

This block specifies what to display for the agent when the interaction is connected to this agent through the Connect Call or Connect Chat block.

Note that services may also have activity forms associated with them. If an interaction is associated with a service that has a configured activity form, both the activity form and the content specified in this block will appear in the tabs of the Agent Desktop. To specify which content shall appear in the active tab, use option Display activity form before/after web screen pop(s) of the Activity tab of the given service.

Note also that by default, specified screen pop content will be displayed in the Context Information Area of the Agent Desktop. This area is not shown when Agent Desktop is run minimized using the Pop-out function. Thus, when using web screen pop, consider one of the following options:

• Open screen pop in a separate window/tab (see setting Open in popup window)
• Disabling agents' privilege Force pop-out phone window

For an example of how to use the Web Screen Pop block in a scenario, see How to Create a Chat Scenario That Pops Case or Contact Information.

Settings

Title text

Title text is the name of the instance of the block. Enter a name in the text field and click the Update button at the bottom of the Edit pane. The new name of the block appears in the flowchart.

Label

The Label field is where you enter the name of the tab in which the screen pop content will appear. This is useful when you pop several screens for the same interaction (URLs and/or activity forms).

Open in popup window

This indicates whether screen pop should appear in the Context Information Area of the Agent Desktop application (default) or in a separate window.

Keep open when interaction is finished

When selected, this option keeps open the pop-out browser tab when the interaction is finished. Note that this option is not available for selection unless Open in popup window is selected.

Pop screen upon answer

By default, the screen pop occurs as soon as the interaction is delivered to the agent (i.e., during the alert phase); select this checkbox if you want the screen pop to occur when the agent accepts the interaction for handling.

Screenpop action

Screenpop action indicates whether the pop-up will open a web page (default) or display text.

URL of the page to open

This specifies the URL of the web page that should be opened if the Open web page screen pop action is . A query string can be added to supply variables for the screen pop page (e.g., http://www.localhost.com/Webform2.aspx?accountnumber=$(custNum))

Text to display

This specifies the text to be displayed if the Display text screen pop action is selected.

Additional URLs

This can be used to specify URLs of optional additional web pages to be opened if the Open web page screen pop action is selected.

Note: You can specify a separate label for every additional screen pop tab.

Contact

Bright Pattern Contact Center shows information for all contacts, including both the users in your contact center and the external people and organizations that users interact with, on the Agent Desktop application. This information can be accessed in the Agent Desktop application's Contacts section, or in the Active Conversation List's directory. Contact information is displayed in the contact details, activities, calendar events, and cases associated with each contact.

Contact information populates the various fields that are created in Contact forms. The forms are configured in the Contact Center Administrator application, while the form fields are edited in the Form Builder application.

Working with Contact Forms

To create or edit a form, select the Contact option from the root menu of Contact Center Administrator (Configuration > Forms > Contact). The left pane will list the existing forms. Note that forms configured for your contact center are listed in this application, but they are built and edited in the Form Builder application.

For more information about creating forms, see the Form Builder Reference Guide.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to contact forms, we recommend that all affected logged-in agents refresh their browser page.

How to Add a Form

1. Click the Add new form (+) button.
2. Select the type of form to add: Contact Detail or Contact Preview.
3. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Edit a Form

1. Select a form in the list of forms that appears.
2. Click the Edit button.
3. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Delete a Form

1. In the list of forms that appears, select the form you wish to remove.
2. Click the Delete button (X).

How to Clone a Form

1. In the list of forms that appears, select the form you wish to duplicate.
2. Click the Clone form button.
3. The duplicated form will appear in the list with name "Clone of <Name of Original Form>".

How to Import a Form

1. Click the Import form button.
2. In the dialog that appears, enter the name and type of the form you wish to import, browse for the file, and click Upload.
   

   Import a form
3. The imported form will appear in the list.

How to Export a Form

1. In the list of forms that appears, select the form you wish to export.
2. Click the Export form button.
3. The form will be downloaded immediately.

Contact Form Properties

Names are assigned to Contact forms using the Properties tab. The Contact form properties are described as follows.

Name

Name is the name of the selected form. You can change the name of a form either here or in the Form Builder application.

Type

There are two types of Contact forms: Contact Detail and Contact Preview. Note that the type is added when the new form is created.

The Contact Detail form includes all available information for a person or organization, such as first and last name, title, home/mobile/fax number, email address, physical address, company information, and summary.

The Contact Preview form includes fewer fields, such as name, title, email address, and phone. These fields provide a snapshot of the contact's information.

Default form for this type

Select the checkbox for Default form for this type if this Contact form is to be the default for that specific type (i.e., Preview or Detail).

Client Partitions

This section is reserved for future use.

1. REDIRECT 5.3:Agent-guide/Setup/PhoneDevice