From Bright Pattern Documentation
Team Performance Report
This report provides general performance metrics for selected teams.
All interaction-related metrics in this report are calculated for call and chat media types. For team email metrics, use the Team Email Report.
| Metric Name | Description |
| Occupancy % | Percent to time all agents of this team spent handling calls, including after call work, relative to total working time (i.e., handling calls and being ready to handle calls). |
| Number of Calls Handled | Total number of inbound calls handled by all agents of this team. |
| Average Handling Time (Inbound) | Average handling time, including after call work, for the inbound calls handled by all agents of this team. |
| Number of Calls Made | Total number of outbound calls handled by all agents of this team. |
| Average Handling Time (Outbound) | Average handling time, including after call work, for the outbound calls handled by all agents of this team. |
| Number of Surveys | Number of surveys available for calls handled by all agents of this team. |
| First Call Resolution % | Percent of surveys that indicated first call resolution relative to total number of surveys available for calls handled by all agents of this team. |
| Contact Satisfaction | Average of contact satisfaction marks from all surveys available for calls handled by all agents of this team. |
| Net Promoter Score | Net Promoter Score (NPS) based on the results of surveys available for calls handled by all agents of this team. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/ |