From Bright Pattern Documentation
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Introduction | Introduction | ||
*[[reporting-reference-guide/Purpose | Purpose]] | *[[reporting-reference-guide/Purpose | Purpose]] | ||
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*[[reporting-reference-guide/GeneralInformationAboutAggregateReports | General Information About Aggregate Reports]] | *[[reporting-reference-guide/GeneralInformationAboutAggregateReports | General Information About Aggregate Reports]] | ||
*[[reporting-reference-guide/AgentEmailReport | Agent Email Report]] | *[[reporting-reference-guide/AgentEmailReport | Agent Email Report]] | ||
| + | *[[reporting-reference-guide/AgentLoginLogoutReport | Agent Login/Logout Report]] | ||
*[[reporting-reference-guide/AgentPerformanceReport | Agent Performance Report]] | *[[reporting-reference-guide/AgentPerformanceReport | Agent Performance Report]] | ||
*[[reporting-reference-guide/AgentTimeAllocationReport | Agent Time Allocation Report]] | *[[reporting-reference-guide/AgentTimeAllocationReport | Agent Time Allocation Report]] | ||
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*[[reporting-reference-guide/ScenarioBlockFrequencyReport | Scenario Block Frequency Report]] | *[[reporting-reference-guide/ScenarioBlockFrequencyReport | Scenario Block Frequency Report]] | ||
*[[reporting-reference-guide/ServiceinTimeReport | Service in Time Report]] | *[[reporting-reference-guide/ServiceinTimeReport | Service in Time Report]] | ||
| + | *[[reporting-reference-guide/ServiceinTime-VoiceandChatReport | Service in Time - Voice and Chat Report]] | ||
*[[reporting-reference-guide/ServiceMetricsReport | Service Metrics Report ]] | *[[reporting-reference-guide/ServiceMetricsReport | Service Metrics Report ]] | ||
*[[reporting-reference-guide/ServiceStaffingandOverflowReport | Service Staffing and Overflow Report]] | *[[reporting-reference-guide/ServiceStaffingandOverflowReport | Service Staffing and Overflow Report]] | ||
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*[[reporting-reference-guide/InformationAboutMetrics | Information About Real-Time Metrics]] | *[[reporting-reference-guide/InformationAboutMetrics | Information About Real-Time Metrics]] | ||
*[[reporting-reference-guide/AllMetrics | List of All Real-Time Metrics]] | *[[reporting-reference-guide/AllMetrics | List of All Real-Time Metrics]] | ||
| − | *[[reporting-reference-guide/Real-TimeMetricsbyCategory]] | + | *[[reporting-reference-guide/Real-TimeMetricsbyCategory | Real-Time Metrics by Category]] |
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Latest revision as of 04:32, 29 May 2024
Reporting Reference Guide
Introduction
Access to Reports and Records
Interaction Records
Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
Agent Timeline
Detail Reports
- General Information About Detail Reports
- Agent Activity Report
- Agent Activity CSV Report
- Call Detail Report
- Call Detail CSV Report
- Email Detail Report
- Internal Chats Report
Aggregate Reports
- General Information About Aggregate Reports
- Agent Email Report
- Agent Login/Logout Report
- Agent Performance Report
- Agent Time Allocation Report
- Campaign in Time Report
- Monthly Concurrent Users Report
- Dispositions in Time Report
- Email Service Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Requested Skills Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Service in Time Report
- Service in Time - Voice and Chat Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Team Email Report
- Team Operation Quality Report
- Team Performance Report
- Telemarketing Compliance Report
- Virtual Queue (Callback) Report
Carrier Usage
Patterns
Campaign Results
Recordings Details
Real-time Metrics