From Bright Pattern Documentation
Contents
- Introduction
- 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
- 1 requested_skills
Reporting Database Specification
requested_skills
This table contains metrics for interactions that requested a specific skill.
Unless noted otherwise with respect to a particular metric, any call mentioned in this table shall be interpreted as a call that requested the skill specified in the skill_name field.
| Column Name | Data Type | Description |
| id | BINARY (16) | Primary key. |
| start_time | DATETIME | Start time of the aggregation interval. |
| end_time | DATETIME | End time of the aggregation interval. |
| agg_run_id | BINARY (16) | Aggregator run that produced this record. |
| media_type | ENUM | Interaction media type. Possible values: VOICE, CHAT, EMAIL.
If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context. |
| skill_name | VARCHAR | Skill name as defined in configuration. |
| skill_group_name | VARCHAR | Name of the skill group that the skill belongs to as defined in configuration. |
| skill_type | ENUM | Skill type. Possible values:
|
| total_answer_time | BIGINT | Total answer time (the sum of times between the moments the calls entered queue and were answered by agents). |
| num_calls_received | BIGINT | Total number of received calls. |
| num_calls_queued | BIGINT | Number of calls that were queued. |
| num_calls_answered | BIGINT | Number of calls that were answered. |
| num_calls_overflow | BIGINT | Number of calls that were distributed to overflow destinations. |