Contents
- Introduction
- Access to Reports and Records
- Interaction Records
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
- Agent Timeline
- Detail Reports
- Aggregate Reports
- 1 General Information About Aggregate Reports
- Agent Email Report
- Agent Performance Report
- Agent Time Allocation Report
- Campaign in Time Report
- Monthly Concurrent Users Report
- Dispositions in Time Report
- Email Service Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Requested Skills Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Team Email Report
- Team Operation Quality Report
- Team Performance Report
- Telemarketing Compliance Report
- Virtual Queue (Callback) Report
- Carrier Usage
- Campaign Results
- Recordings Details
General Information About Aggregate Reports
This section describes the reports that contain key performance indicators for the main contact center resources such as agents, agent teams, services, and scenarios. These are available as out-of-the-box reports with Bright Pattern Contact Center:
- Agent Email Report
- Agent Performance Report
- Agent Time Allocation Report
- Campaign in Time Report
- Concurrent Users Report
- Dispositions in Time Report
- Email Service Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Requested Skills Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Team Email Report
- Team Operation Quality Report
- Team Performance Report
- Telemarketing Compliance Report
- Virtual Queue (Callback) Report
Unless noted otherwise with respect to a particular metric, all call-related metrics count inbound calls for the aggregation interval in which they entered the system. For example, if a call entered the system in interval A and was answered in interval B, the service metric Answered will count it for interval A and not for interval B. Likewise, all internal and outbound calls are counted for the aggregation interval in which they were initiated.
Note also that all call-related metrics are also supported for the chat media type. Thus, for services that use media type chat, the term call in the description of any metric shall be interpreted as a chat interaction in the same context.