From Bright Pattern Documentation
Intra-Team Performance Report
This report provides general performance metrics for selected agents of selected teams.
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 |
Occupancy % | Percent to time the agent spent handling calls, including after call work, relative to total working time (i.e., handling calls and being ready to handle calls). |
Average Handling Time (Inbound) | Average handling time, including after call work, for the inbound calls. |
Average Handling Time (Outbound) | Average handling time, including after call work, for the outbound calls. |
Total Logon Time | Total time the agent was logged on during the reporting interval. |
Number of Surveys | Number of surveys available for calls handled by the agent. |
First Call Resolution % | Percent of surveys that indicated first call resolution relative to total number of surveys available for calls handled by the agent. |
Contact Satisfaction | Average of contact satisfaction marks from all surveys available for calls handled by the agent. |
Net Promoter Score | Net Promoter Score (NPS) based on the results of surveys available for calls handled by the agent. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/ |
Call Rejects | Number of inbound calls that the agent actively rejected. |
Initiated Transfers | Number of calls that the agent transferred. |