From Bright Pattern Documentation
Contents
- Introduction
- Access to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Interaction Records Search
- List of Interaction Records Search Criteria
- Global Interaction Identifier
- Agent Activity Search
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
- Detail Reports
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Performance Report
- Agent Time Allocation Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Team Operation Quality Report
- Team Performance Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Requested Skills Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Virtual Queue (Callback) Report
- Campaign in Time Report
- Dispositions in Time Report
- Telemarketing Compliance Report
- 1 Email Service Report
- Agent Email Report
- Team Email Report
- Concurrent Users Report
- Carrier Usage
- Campaign Results
- Recordings Details
Reporting Reference Guide
Email Service Report
This report provides key performance indicators for services of email media type.
| Metric Name | Description |
| Received | Total number of inbound emails that requested this service in the given reporting interval (includes both new emails and emails related to existing threads). Interactions received via transfer or service change are excluded. |
| Received New | Number of new inbound emails that requested this service in the given reporting interval (emails related to existing email threads are excluded). Interactions received via transfer or service change are excluded. |
| Received by transfer | Number of inbound emails that requested this service via transfer. Interactions received via service change are excluded. |
| Received by service change | Number of inbound emails that were received via re-categorization by agents (i.e., the agent changed an originally assigned email service to this service and continued processing the interaction). |
| Carried Over | Total number of emails that arrived at this service at any time before the given reporting interval and remained unprocessed at the beginning of the interval (includes both new emails and emails related to existing threads). |
| Carried Over New | Number of new emails that arrived at this service at any time before the given reporting interval and remained unprocessed at the beginning of the interval (emails related to existing email threads are excluded). |
| Processed - Total | Number of inbound emails that were completed by any method within the given reporting interval. The sum of Replied, Closed, Transferred, and Service Changed. |
| Processed - Replied | Number of inbound emails that were replied to within the given reporting interval (includes emails that were forwarded). Note that only the first reply is counted. Possible follow-up email messages related to previously replied emails are considered outbound emails and counted by the OUT Sent metric |
| Processed – Closed | Number of inbound emails that were closed without reply by agents within the given reporting interval. |
| Processed – Transferred | Number of inbound emails that were transferred to other services within the given reporting interval. |
| Processed – Service Changed | Number of inbound emails that were re-categorized by agents (i.e., the agent changed this service to another email service and continued processing the interaction). |
| Remaining | Number of inbound emails that were not completed at the end of reporting interval. |
| Avg Reply Time | Average reply time for inbound emails. The time is measured from the moment the email is placed in the service queue to the moment when the first meaningful reply is sent. |
| Replied in SL % | Percent of emails for which the first meaningful reply was sent within the pre-defined service level threshold relative to all replied emails. Note that when compared with the service level threshold, the reply time excludes the time that is outside of the hours of operation specified for the given service. |
| Outbound Sent | Total number of outbound emails that were sent within the given reporting interval. Includes both new outbound emails and possible follow-up email messages related to existing threads. |