From Bright Pattern Documentation
Contents
- Introduction
- Starting Your Working Session
- Viewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-time Metrics
- Service Metrics View
- List of Service Metrics
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Active Agent Management
- Changing Agent State
- Individual Chat
- Team Chat
- Call Recording
- Call Monitoring, Coaching and Barge-in
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality Management
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Campaign Start and Stop
- Lists View
- 1 List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign Teams
- Email Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing Personal Email Queues
Supervisor Guide
List of List Metrics
The table below provides detailed description of the real-time metrics that apply to individual calling lists within campaigns and can be displayed via the Lists View. Metrics are arranged in the alphabetical order.
The term records in the descriptions below shall be interpreted as records of the given list within the given campaign. Note that if any filters were applied to this list when it was associated with the given campaign, the filtered-out records are excluded from any of the metrics below.
| Metric Name | Description |
| Completed | Number of records that have been completed (i.e., the records for which final dispositions have been set). |
| Dialable | Number of records that can be dialed at this moment. Compare this to the Total Remaining metric that counts all records whose processing within this campaign has not finished. A difference between the two normally indicates that, even though you still have records to process, some of those records have been rescheduled for a future time and, therefore, you may have substantially fewer records that can be actually dialed at the moment. This metric excludes personally assigned records. |
| Expired | Number of records whose processing was finished because the time period during which those records could be called has expired. A record may be set to expire if, for example, the customer agreed to be contacted (opted in) for a limited period of time or to avoid any chance of calling numbers that may have been added to a national or regional/state do-not-call list after they were imported into the system for dialing. |
| P. A. Completed | Number of personally assigned records completed since the beginning of the campaign. This metric is meaningful for preview campaigns only. |
| P. A. Remaining | Number of personally assigned records whose processing within this campaign has not finished. This metric is meaningful for preview campaigns only. |
| Total Completed | Total number of records completed since the beginning of the campaign. Includes personally assigned records. |
| Total
Completed % |
Percent of Total Completed relative to Total Records. |
| Total DNC | Total number of records excluded from dialing since the beginning of the campaign because they matched records in the associated Do Not Call lists. Includes personally assigned records. |
| Total Records | Total number of records in the list. Includes personally assigned records. |
| Total Remaining | Total number of records whose processing within this campaign has not finished. Includes personally assigned records. |