Version 5.3.18

Bright Pattern Documentation

Generated: 8/13/2022 3:54 am
Content is available under license unless otherwise noted.

Eval Console Overview

Eval Console, accessible through Eval Home, is where evaluations happen. To access the console, double-click on any interaction record from an Eval Home search result; the console will pop a new tab that displays the name of the agent from the interaction.

The console contains all the tools an evaluator needs to effectively review interactions; tools include call recordings, screen recordings, transcripts, and evaluation forms, with the functionality to attach comments to any item shown. This streamlined presentation helps quality evaluators to comment and grade agent interactions while viewing and listening to the interactions themselves. Recordings show a timeline of the interaction, whether the customer or agent is speaking, and when the interaction was recorded. You can loop segments, go back or fast-forward, attach comments to specific parts, download and share recordings, and much more.

The following is an overview of the Eval Console interface, including sections and controls.


Eval Console


User Interface

The Eval Console screen is divided into the following sections:

Note that the screen and transcript display areas are separated from the evaluation area by a splitter that is adjustable.

Header

The header displays basic interaction information including the agent's name, what team they are on, the customer's name (i.e., if a saved contact) or the phone number/email address (i.e., if the contact is anonymous), and the date and time of the interaction. Additionally, the header contains navigation icons and the bookmark feature.

Navigation Icons

The navigation icons allow you to browse through the interactions list from an individual search results screen. The back Eval-Console-Title-Navigation-Icon-Back-54.PNG icon navigates backward through the list; the forward Eval-Console-Title-Navigation-Icon-Forward-54.PNG icon navigates forward through the list.

Bookmark

The bookmark icon allows you to mark an interaction for quick reference. Your bookmarked cases are accessible through the Bookmarks search preset button. When a case is not bookmarked, the icon will display as empty Eval-Console-Title-Bookmark-Inactive-54.PNG; when a case is bookmarked, the icon will display as filled Eval-Console-Title-Bookmark-Active-54.PNG.

Screen Recording Display

If screen recording is enabled for your contact center, you will be able to view a recording of the user's screen from the time of the interaction. The screen recording area shows a blurry, static picture unless the play Eval-Console-Screen-Play-Icon-54.PNG button is clicked; the recording then syncs to the timeline when it is played. Note that it is possible to stop the screen playback by clicking the stop Eval-Console-Screen-Stop-Icon-54.PNG icon; the timeline will continue to play.


A static screen recording screen


Should you wish to expand the recording display, it is possible to pop the screen out into a separate browser window. To do this, click the expand Eval-Console-Screen-Area-Pop-Icon-54.PNG icon. To pop the display back into the console, simply close the separate browser window.


Screen recordings can be popped out of the console and expanded


Transcript Display

The transcript display area shows not only text from interactions, but displays icons indicating media type, the name of the service the interaction happened on, and dispositions (i.e., for chat and voice). Additionally, the transcript display area contains a search feature which can help you quickly locate important words or phrases from the transcript.

Depending on the interaction type, the display varies:

Transcript Search

The transcript search function lets you search through the transcript text for matching words or phrases. To use the transcript search function, click the search Eval-Console-Transcript-Search-Icon-54.PNG icon and a search field will appear. When you type in the field, a counter will display the number of matching instances; each instance will be highlighted. To jump to the matching instances in the transcript, click the down Eval-Console-Transcript-Search-Down-Icon-54.PNG icon; to jump back to earlier instances, click the up Eval-Console-Transcript-Search-Up-Icon-54.PNG icon.


Transcript search


Timeline

The timeline controls the interaction playback. When the play Eval-Console-Timeline-Play-54.PNG button is selected, all available segments (i.e., screen recording, transcript, and audio) of the interaction sync together, allowing you to review the interaction as if in real time. Additionally, the timeline contains a number of controls that allow you to manipulate the interaction playback for more accurate evaluations. For voice interactions, note that call recording must be enabled in order to listen to call audio.


Timeline example


Timeline Display

The timeline display comprises visual indicators that let you know both what happened during the interaction and what is happening as you review the interaction; these include the following:


A timeline segment


Timeline Playback Controls

The timeline playback controls include the following:


Creating Playback Loops

Occasionally, you may need to review interactions with poor audio quality. In instances such as this, you may create playback loops. Playback loops allow you to set starting and ending points that you can listen to repeatedly. To create a playback loop, do the following:


A playback loop


Evaluation Section

The evaluation section is where evaluators not only fill out evaluation forms but may view related cases, leave comments, download interaction audio and video files, view all evaluations, and so forth. Additionally, if your privileges allow, you may assign evaluators to interactions or assign them for calibration purposes.

For more information, see Conducting Evaluations.


Evaluation area



How to Use the Directory

You can contact users registered in your contact center by selecting them from the Directory tab. The directory displays users in your organization grouped by teams. It may also show service queues and some frequently used external numbers.

To view directory contacts, click the Directory tab. The directory will initially list all teams configured in your contact center. Service queues and external numbers also will be organized in folders. To see items of a particular team or folder, click the arrow icon next to its name.

Additionally, you can search for a directory item by typing the contact name or number in the search field that you see above the list of contacts. As you type, only the matching items will remain visible in the directory.

For users registered in your contact center, the directory provides information about their current availability to communicate:


Directory


Placing a Call From the Directory

To call a number from the directory, follow these steps.

  1. Select the contact you wish to call. The contact’s number will appear in the Number Input Field.
  2. If necessary, select the service as described in section How to Make an Outbound Call.
  3. Click the Initiate call button.


Presence Icons

Available

Available.png

The user is at the desk and is not on a phone call.

Away

Away-Icon-5399sc.png

The user is logged in but is likely to be away from the desk at the moment. This status is assigned automatically if no computer activity has been detected for the last 15 minutes. As soon as some activity is detected, the user is automatically switched to status Available. This status does not prevent you from attempting to contact the user.

Do Not Disturb

DND.png

The user has manually set the status indicating the desire not to be contacted at the moment. This status does not prevent you from attempting to contact the user.

On the Phone

On-The-Phone-Icon-5399sc.png

The user is currently on a phone call. This status is assigned automatically when the user makes or answers a phone call. This status applies to users busy with phone calls only; status Available will be displayed for users who handle interactions of any other media types.

Logged out

Logged-Out-Icon-5399sc.png

The user is currently logged out.


Agent State Icons

Ready

Ready.png

The user is in the Ready state.

Not Ready

Not-Ready-Icon-5399sc.png

The user is in the Not Ready state. Note that the text of both system Not Ready reasons and custom Not Ready reasons are displayed.

Busy

The user is in the Busy state. For this state, the directory displays the media type of the interaction the user is busy with (i.e., call, chat/SMS, email, or preview).

If an agent has multiple interactions of different media types, only one media type is displayed in the following precedence order:

After Call Work

ACW.png

The user is in the After Call Work state.

Supervising

Supervising.png

The user is in the Supervising state.

Logged Out

Logged Out.png

The user is logged 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
Aux Skill
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
 
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
 
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
Aux Skill
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
Aux Skill
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
 
 
 
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
 
 
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
 
 
 
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
Aux Skill
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
Aux Skill
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
Aux Skill
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
Aux Skill
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
Aux Skill
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
Aux Skill
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_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
 
 
 
 
 
 
 
 


Search Results

Your interaction records search will return a detailed list of data relating to the search criteria specified. This data may be used for a variety of purposes, such as for agent evaluation, training, viewing interaction metrics, understanding scenario actions taken, accessing recordings, and more.

The interaction records search returns detailed results

Column Descriptions

The search results are given in a table of data. Each column may be sorted by mousing over the column header name and clicking the "down" arrow. The data columns are described as follows, in the order shown in the results.


Interaction Icons

The far left column displays an icon that indicates the type of interaction:


Date and Time

For inbound interactions, Date and Time displays the date and time when the interaction entered the system. For internal and outbound interactions, this column displays the date and time when the interaction was initiated. The time is given in Universal Coordinated Time (UTC).


From


To

The To column displays the original destination of the interaction.


Connected to

Connected to displays the name or email address (if known) of the party that received the call, chat, or email. If unknown, nothing is displayed.


Duration

For calls and chats, Duration displays the total duration of the interaction from the moment it entered the system or was initiated, until it was released.

Note that for reporting purposes, transferred interactions produce multiple records (called segments) where the first record shows Duration as an empty string and the last record shows the total interaction duration.


Flag

If the interaction was flagged by the agent who handled the interaction or by the supervisor who reviewed the interaction, a small flag icon Red-Flag-Icon.png is shown in this column.


Scenario

Scenario displays the name of the first scenario that was used to process this interaction. The scenario name is given as a link, which, when clicked, directs you to the Scenario Steps page that lists each action taken during the scenario.

The Scenario Steps provide the following information for the scenario at hand:


Interaction Records > Scenario Steps


Service

Service is the name of the voice, chat, or email service associated with this interaction. Note that for reporting purposes, if the interaction was recategorized or transferred to a different service, each such event will produce a new record with a new service name.


Disposition

The Disposition column displays the disposition (if any) assigned to this interaction by the agent.


Notes

This column displays any free-text notes provided by the agent for this interaction. Notes convey additional information about an interaction that may not be obvious from the disposition.


Account number

Account numbers are customer identifiers that can sometimes be used as calling record keys. If an account number is associated with the interaction, that number will be displayed in this column.


Case ID

For email interactions, Case ID specifies the number of the case with which the email is associated. You can also view the case ID by double-clicking the global interaction ID (see below) and looking at the case history for the interaction.


Agent

Agent is the username of the agent who handled the interaction.


Recording

If a call recording or a chat transcript (for chats) is attached to the interaction, the recording will be displayed as a small icon Recording-Icon.png. Click the icon link to either listen to or view the transcript of the recorded interaction.


Segments

Interactions with the same customer or user may have multiple segments (i.e., parts of the interaction). For example, an inbound call may be accepted by one agent and then transferred to another, giving the interaction two segments for the same interaction. The Segments column displays the total number of segments, even if there is only one.


Subject

For email interactions, Subject is the subject line of the email message.


Call Problem

Call Problem displays useful information regarding the quality of the call (i.e., static, dropped calls, silence, etc.).


Global Interaction ID

Global interaction ID (GIID) is a UUID-formatted number assigned to every interaction processed within Bright Pattern Contact Center.


Examples of global interaction IDs in search results


You can double-click the GIID to view the Case History of the interaction.

Case History includes the following data columns:



Known Issues and Workarounds

This page provides information about known issues for Bright Pattern Contact Center software.


Reports do not display properly in Firefox 67

Due to a JavaScript root name conflict between Google Web Toolkit (GWT) and Firefox, reports are not displaying in Firefox 67—running a report brings up a blank browser tab.

As a workaround to this issue, we recommend doing the following:

  1. In Firefox, navigate to about:config to bring up preferences.

  2. Search for preference security.webauth.u2f

  3. Set the value to false by double-clicking on the preference.


Embedded Agent Desktop Widget in Safari

Due to recommended system changes that address cookie handling in Chrome 80, the Embedded Agent Desktop widget (i.e., iframe) will not work in the Safari web browser. This issue affects only customers who use integrated Bright Pattern Contact Center software in third-party applications (e.g., Salesforce, Zendesk, etc.). Currently, Apple is working on a fix for this issue. Our recommended workaround is to use a web browser other than Safari. Note that users may still access the regular Agent Desktop application on Safari.


Externally Linked Images in Jaspersoft Reports

Bright Pattern tightened the security addressing a recently discovered Jaspersoft reports vulnerability in 5.5.5. As a result Jaspersoft reports cannot use links to external URLs (e.g., links to custom logos). Bright Pattern suggests using embedded images in reports, if a custom logo is absolutely necessary.


Workaround for Integration With Multiple Salesforce Accounts

If your contact center requires multiple Salesforce integration accounts to be configured, it is likely that you will encounter issues when requesting access tokens for any integration account other than the initial one.

That is, if you have successfully configured one integration account, while completing step 2 of the Add Salesforce Integration Account in Bright Pattern procedure for a subsequent account, when you reach the point where you click Request token, the login window that pops may appear with the URL of the initial Salesforce integration account.

Should you experience this issue, take the following steps:

  1. After configuring the initial account, clear all cookies from your web browser. Note that this action will log you out of the Contact Center Administrator application.
  2. Log back into the application and complete step 1 and step 2 of the procedure.
  3. When you reach the point in step 2 when you click the Request token button, a window will pop. Ensure that the URL in this window matches the Url configured in the basic properties for the subsequent account.


Note that this workaround applies to all versions of Salesforce (i.e., Classic, Lightning, and Service Cloud).


Windows Administrative Remote Assist Task Manager

Due to Windows Security features, agents may lose mouse and keyboard control over their Remote Assist sessions, but this will only occur when ALL of the following are true:


No matter how the Task Manager is opened, this specific combination of events may cause the agent to lose keyboard and mouse control.


To work around this issue: