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
- Quota Metrics View
- 1 List of Quota Metrics
- Campaign Start and Stop
- Lists View
- 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 Quota Metrics
The table below provides detailed description of the real-time metrics that apply to quota groups configured within a campaign and displayed via the Quota Metrics View. Metrics are arranged in the alphabetical order.
Note the following considerations regarding the quota metrics:
- The term records in the metric definitions shall be interpreted as records of of the list associated with the given campaign and currently enabled within this campaign. Note that a quota based campaign can only have one list enabled within it at a time.
- Metrics have different meanings depending on the quota type: field-based, disposition-based, or list-wide. For the differences between these quota types, see description of the Quota metric. For more information about campaign quotas, see section Lists Tab of the ServicePattern Contact Center Administration Guide.
Metric Name | Description |
Completed |
|
Quota | Quota configured for this group:
Note that any changes in configured quota values will be reflected here only after the campaign is started. |
Remaining |
|
Successes |
|
Total Records |
|