From Bright Pattern Documentation
Contents
- Introduction
- 1 Purpose
- 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
Reporting Database Specification
Purpose
ServicePattern Reporting Database Specification describes the historical data that is collected and stored in the Reporting Database, also known as DB2. This database contains detailed records about interactions and agent activities as well as many pre-aggregated statistical values.
- Note: The Reporting Database tables that are not documented in this guide are for internal use only.
The data collected in the Reporting Database is used for generation of the out-of-the-box ServicePattern reports. The reports have been developed using the Jaspersoft Studio. For information about these reports, see ServicePattern Reporting Reference Guide.
You can use any SQL-based reporting application to create your custom reports. Note however that using Jaspersoft Studio for custom report creation offers the following advantages:
- You can generate and view such custom reports directly in the Contact Center Administrator application in the same way that you generate and view the out-of-the-box reports. For more information, see section Report Templates of the ServicePattern Contact Center Administrator Guide.
- You can re-use the available out-of-the-box report templates to create new reports and make modifications only where necessary. The ServicePattern Custom Reporting Tutorial explains how to configure Jaspersoft Studio for creation of custom ServicePattern reports and how to re-use the out-of-the-box report templates.
- Note: Jaspersoft has two different tools for report development: iReport Designer and Jaspersoft Studio. Note that only the Studio is supported as the tool for creation of custom report templates for your ServicePattern contact center solution.