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Intra-Team by Service Report

This report provides service-call-handling metrics for selected agent(s) of selected teams. Call related to specific services are reported separately. Only the services associated with the selected teams are included. Direct calls, including transfers, are reported separately in the last section of the report.

All interaction-related metrics in this report are calculated for call and chat media types. For agents’ email metrics, use the Agent Email Report.


Metric Name Description
Number of Calls Handled Total number of inbound calls to the given service handled by the agent.
Average Handling Time (Inbound) Average handling time, including after call work, for the inbound calls to the given service.
Number of Calls Made Total number of outbound calls associated with the given service handled by the agent.
Average Handling Time (Outbound) Average handling time, including after call work, for the outbound calls associated with the given service.
Number of Surveys Number of surveys available for calls to the given service handled by the agent.
First Call Resolution % Percent of surveys that indicated first call resolution relative to total number of surveys available for calls to the given service handled by the agent.
Contact Satisfaction Average of contact satisfaction marks from all surveys available for calls to the given service handled by the agent.
Net Promoter Score Net Promoter Score (NPS) based on the results of surveys available for calls to the given service handled by the agent. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/
Agent Abandons Number of inbound calls to the given service that the agent answered and terminated within 10 seconds.
Call Rejects / No Answer Number of inbound calls to the given service that the agent rejected and/or did not answer.
Initiated Transfers Number of calls to the given service that the agent transferred.


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