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
- General Information About Detail Reports
- Agent Activity Report
- 1 Call Detail Report
- Email Detail Report
- 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
- Email Service Report
- Agent Email Report
- Team Email Report
- Concurrent Users Report
- Carrier Usage
- Campaign Results
- Recordings Details
Reporting Reference Guide
Call Detail Report
This report provides detailed records of interactions in chronological order. A combination of filters From Phone, Original Destination Phone, and Connected To Phone allows you to request this report for interactions originated from specific phone numbers, made to specific service numbers, and connected to specific phone numbers. .
- Note:This report provides records for voice and chat interactions only. Email interaction records appear in the Email Detail Report.
Metric Name | Description |
Date | For inbound interactions, the date when the interaction entered the system. For internal and outbound calls, the date when the call was initiated. |
Time | For inbound interactions, the time when the interaction entered the system. For internal and outbound calls, the time when the call was initiated. |
Type | Call type. Can be one of the following:
|
IVR | The amount of time that this call spent in IVR. |
Queue time | The amount of time that this interaction spent in the service queue. |
Dialing/Ringing | For inbound calls, duration of call ringing phase from the moment the call was distributed to an extension and until it was either answered or abandoned. For internal and outbound calls, duration of call dialing phase from the moment the dialed number was received by the system and until the call was either answered or abandoned. |
Talk | Total call talk time. Excludes hold time. For chats, total in-focus time (the time the interaction was selected in the active communications lists of the agents who processed it.) |
Hold | Total time the call spent on hold. For chats, total out-of-focus time (the time the interaction spent at the agents’ desktops excluding the Talk time.) |
Wrap-up time | The amount of time the agents spent doing after-call work related to this interaction. |
Duration | For calls and chats, total duration of the interaction from the moment it entered the system or was initiated and until it was released.
Note that transferred interactions produce multiple records in this report, where the first record shows Duration as an empty string and the last record shows the total interaction duration. |
From | The address from which the interaction was originated. For inbound calls, Caller ID. For outbound and internal calls, the extension from which the call was dialed. For chats, the IP address of the originating computer. |
Original Destination | The original destination of the interaction. For inbound calls, the number originally dialed by the caller. For chats, name of the Mobile/Web scenario entry. |
Connected to | Name (if known) of the party that answered the call/chat. |
Connected to # | For calls, phone number of the destination where the call was answered. |
Scenario | Name of the first scenario that was used to process this interaction. |
Service/Campaign | Name of the service or campaign associated with this interaction. If the interaction was re-categorized or transferred to a different service, each such event will produce a new record with a new service name. |
Transferred from | In case this interaction originated by way of transfer, the extension that this interaction was transferred from. |
Agent Disposition | Disposition assigned to this interaction by the agent. |
Notes | Free-text notes provided by the agent for this interaction. |
Disposition | Provides information about how the interaction ended. Can be one of the following:
|
Media type | Interaction media type. Can be either VOICE or CHAT. |
In SL | Indicates whether this interaction was answered within the service level threshold configured for the associated service. Possible values: Yes, No, and empty string.
Note that this field will also be set to Yes for short-abandoned calls. Such calls will have the Disposition field set to Abandoned in queue. |
Global ID | Global interaction identifier. |