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_steps_counters
- concurrent_users
- Detailed Records
- General Information About Detailed Records
- agent_activity
- call_detail
- interaction_step_skills
- interaction_quality_monitoring
- interaction_quality_monitoring_grades
Reporting Database Specification
Audience
This guide is intended primarily for professionals responsible for the design, development, and testing of custom applications and reports in your contact center.
Readers are expected to be have experience with relational databases and reporting tools, as well as a solid understanding of contact center operations and resources that are involved in such operations.