Agent Activity CSV Report

Bright Pattern Documentation

Generated: 12/09/2021 5:03 am
Content is available under license unless otherwise noted.

Agent Activity Report

The Agent Activity report provides detailed records of activities of selected agents in chronological order. These details are called metrics.



You can narrow the report's data by specifying the following parameters:


Metric Descriptions

The Agent Activity Report provides records of activities of selected agents. The metrics of this report are organized into columns, which are described as follows:

Activity

The activity type, which can be one of the following:

Agent disposition

For an interaction-handling activity, the disposition assigned to the call by this agent

Case ID

For an interaction-handling activity, the identifier of the case that this interaction is related to. It currently applies to email interactions only

Co-browse

Indicates whether any co-browsing sessions took place during this interaction. Currently works for co-browsing with Surfly only.

Detail

Disposition

For interaction-handling activity, Disposition provides information about how the activity ended. Such Dispositions are described as follows:

Duration

The time spent in this activity.

For interaction processing activities, duration includes both in-focus and out-of-focus time, as well as After Call Work (ACW) time.

External Number

Held

The number of times the agent placed the call on hold during this activity (for emails and chats, the number of times the agent had the interaction out of focus during this activity)

Hold Time

Note that Hold Time is displayed for interaction-handling activities only.

Max Hold

The duration of the longest period a call was on hold during this activity

Media type

For an interaction-handling activity, the interaction media type

Reply Time

The total amount of time from the moment the email interaction was accepted by the agent or entered his personal queue and until it was completed (including ACW if any) or transferred

Service

For an interaction-handling activity, the name of the service associated with this interaction

Talk Time

Note that Talk Time is displayed for interaction-handling activities only.

Time

The time when the activity started. Only the activities that started within the selected reporting interval will be shown.



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

About

Bright Pattern Contact Center software integrates with Surfly, a co-browsing solution, in order to allow co-browsing between agents in the Agent Desktop application and customers viewing specific web resources. Co-browsing is an ideal solution for helping customers negotiate confusing web pages, fill out complex forms, and so forth.

The Surfly Integration Guide describes how to do the following: