From Bright Pattern Documentation
Contents
- Introduction
- Statistical Data
- General Information About Statistical Data
- agent_performance
- team_performance
- service_in_time_counters
- service_performance
- overflow_counters
- disposition_counters
- callback_counters
- requested_skills
- scenario_step_counters
- concurrent_users
- Detailed Records
- General Information About Detailed Records
- agent_activity
- call_detail
- interaction_step_skills
- interaction_quality_monitoring
- interaction_quality_monitoring_grades
- 1 disposition_counters
Reporting Database Specification
disposition_counters
Each row in this table provides metrics for interactions associated with the service specified in the service_name field whose processing ended with a particular disposition.
| Column Name | Data Type | Description |
| id | BINARY (16) | Primary key. |
| start_time | DATETIME | Start time of the aggregation interval. |
| end_time | DATETIME | End time of the aggregation interval. |
| agg_run_id | BINARY (16) | Aggregator run that produced this record. |
| service_name | VARCHAR | Name of the service as defined in service configuration. |
| disposition_name | VARCHAR | Disposition name. |
| is_campaign | BIT | Services of blended type will have two rows of metrics: one where this bit is set to TRUE, counting campaign calls only; the other row with this bit set to FALSE, counting inbound and non-campaign outbound calls. |
| media_type | ENUM | Interaction media type. Possible values: VOICE, CHAT, EMAIL.
If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context. |
| num_records_completed | BIGINT | Number of outbound calling records associated with the given service that were completed with the disposition specified in the disposition_name field. |
| num_calls_received | BIGINT | Number of calls associated with the given service received by agents whose processing ended with the disposition specified in the disposition_name field. Include predictive campaign calls. |
| num_calls_outbound | BIGINT | Number of outbound calls associated with the given service whose processing ended with the disposition specified in the disposition_name field. Includes regular outbound calls and calls of preview campaign calls that were actually dialed by agents. |
| num_preview_items | BIGINT | Number of preview records completed by agents without making a call with the disposition specified in the disposition_name field. |
| num_campaign_calls | BIGINT | Number of campaign calls associated with the given service whose processing ended with the disposition specified in the disposition_name field. |
| num_non_campaign_
calls_inbound |
BIGINT | Number of inbound calls associated with the given service whose processing ended with the disposition specified in the disposition_name field. Exclude predictive campaign calls |
| num_non_campaign_
calls_outbound |
BIGINT | Number of non-campaign outbound calls associated with the given service whose processing ended with the disposition specified in the disposition_name field. |