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
- Email Service Report
- Agent Email Report
- Team Email Report
- Concurrent Users Report
- Carrier Usage
- Campaign Results
- 1 Simple Format
- Recordings Details
Reporting Reference Guide
Simple Format
The table below describes the fields of the campaign results exported or downloaded from the system in the simple format. This format shows only the result of the last call attempt for a calling record, i.e., contains one row per record.
| Field Name | Description |
| [Calling record fields] | Values of all fields of the calling record. The fields have the same names, same values, and are arranged in the same order in which they appear in the calling list. |
| [Activity form fields] | Values of the fields of the activity form associated with this campaign. Only the fields that are marked for export in results will appear in the results. |
| Total attempts (per rec) | Total number of call attempts made for this calling record. |
| Completed | Set to “1” if the record is completed (a final disposition set); otherwise set to "0". For records whose processing was stopped or never started because a campaign quota was reached (see Out of Quota below), this field is set to “0”. |
| Record Disposition | Disposition set for this record when it is completed. For description of pre-configured dispositions, see section Pre-defined Dispositions of the ServicePattern Contact Center Administrator Guide. |
| Record Disposition Code | Alphanumeric code of the Record Disposition (if defined in configuration). |
| Out of Quota | Set to "1" if the record processing was stopped or never started because the campaign quota related to this record was reached or because the record did not match any quota groups defined within the campaign. |
| Quota Group | For any record where the Out of Quota field is set to "1", this field indicates which particular value group reached its quota before this record could be processed. If the record was not processed because it did not match any quota groups defined within the campaign, this field will be set to "<no match>". |
| Last Phone Called | Phone number dialed during the last call attempt for this record. Copied from the calling record. |
| Last Call Disposition | Disposition set for the last call attempt made for this record. For description of pre-configured dispositions, see section Pre-defined Dispositions of the ServicePattern Contact Center Administrator Guide. |
| Last Call Disposition Code | Alphanumeric code of the Last Call Disposition (if defined in configuration). |
| Last Note | Last call notes entered for by the agent for the last call made for this record. |
| Last Call Time | Date and time when the last call attempt for this record stared. |
| Last Call Duration | Duration of the last call made for this record in seconds from the moment answer was detected. Set to “0” for unsuccessful call attempts. |
| Last Agent | Username of the agent who last talked to the customer on the last call made for this record. |
| Global Interaction ID | Global interaction Identifier of the last call attempt for this record. |
| List Name | Name of the calling list that contains this record as defined in configuration. |