From Bright Pattern Documentation
Contents
- Introduction
- Access to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Interaction Records Search
- List of Interaction Records Search Criteria
- Global Interaction Identifier
- Agent Activity Search
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
- Detail Reports
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Performance Report
- Agent Time Allocation Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Team Operation Quality Report
- Team Performance Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Requested Skills Report
- Service in Time Report
- 1 Service Metrics Report
- Service Staffing and Overflow Report
- Virtual Queue (Callback) Report
- Campaign in Time Report
- Dispositions in Time Report
- Telemarketing Compliance Report
- Email Service Report
- Agent Email Report
- Team Email Report
- Concurrent Users Report
- Carrier Usage
- Campaign Results
- Recordings Details
Reporting Reference Guide
Service Metrics Report
This report provides a full set of key performance indicators for selected inbound services.
All related metrics in this report are calculated for call and chat media types. For email service metrics, use the Email Service Report.
| Metric Name | Description |
| Number of Calls Received | Total number of calls that requested this service in the given reporting interval.
If a call requests a service upon arrival and then also transferred to the same service internally, it will be counted twice in this metric. |
| Received as Transfers | Number of calls that requested this service via transfer operation. |
| Service Level | Percent of calls to this service that were answered within the predefined service level threshold relative to all answered or abandoned calls except the calls abandoned within that threshold. |
| Self Service | Number of calls serviced by an IVR application (as indicated by execution of scenario block Self-Service Provided). |
| % | Percent of calls serviced by an IVR application relative to total number of calls that requested this service. |
| Abandoned in IVR | Number of calls to this service that were abandoned before entering the queue (i.e., while still in the IVR stage). |
| % | Percent of calls to this service that were abandoned in IVR relative to total number of calls that requested this service. |
| Queued | Number of calls to this service that entered the queue. Includes calls that selected the Virtual Queue option. |
| % | Percent of calls to this service that entered the queue relative to total number of calls that requested this service. |
| Abandoned | Number of calls to this service that were abandoned outside of the service level threshold. Includes calls that were abandoned while ringing. Includes calls that selected the Virtual Queue option and (1) did not answer when called back or (2) were busy when called back or (3) answered when called back but hang up before being connected to the agent. |
| % | Percent of calls to this service that were abandoned outside of the service level threshold relative to total number of calls that requested this service except the calls abandoned within the service level threshold. |
| Abandonment Time, Average | Average time the abandoned calls to this service spent waiting in the service queue and/or ringing before being abandoned (excluding calls abandoned within the service level threshold). |
| Overflow | Number of calls to this service that were routed to overflow destinations. |
| % | Percent of calls to this service that were routed to overflow destinations relative to total number of calls that requested this service. |
| Answered | Number of calls to this service that were answered by agents. Includes calls that selected the Virtual Queue option, answered when called back, and were connected to agents. |
| % | Percent of calls to this service that were answered by agents relative to total number of calls that requested this service. |
| Average Speed of Answer | Average time that answered calls spent waiting in the service queue and ringing desktop before being answered. |
| Average Handling Time (Inbound) | Average time that answered calls to this service were handled by agents.
Includes hold time and after-call-work time. |
| Average Talk Time (Inbound) | Average talk time for the calls to this service that were answered. |
| Average Hold Time (Inbound) | Average hold time for the calls to this service that were put on hold at any time during their handling. |
| Average Wrap-up Time (Inbound) | Average after-call-work time for the calls to this service. |
| Number of Calls Made | Number of outbound calls associated with this service including unanswered calls. |
| Average Handling Time (Outbound) | Average time that answered outbound calls associated with this service were handled by agents. Includes hold time and after-call-work time. Does not include dialing time. |
| Average Talk Time (Outbound) | Average talk time for the outbound calls associated with this service. |
| Average Wrap-up Time (Outbound) | Average after-call-work time for outbound calls associated with this service. |
| Number of Surveys | Number of surveys available for calls (both inbound and outbound) associated with this service. |
| First Call Resolution % | Percent of surveys that indicated first-call resolution relative to number of surveys where the first-call resolution was responded to. |
| Contact Satisfaction | Average of contact satisfaction marks from all surveys where the contact satisfaction question was responded to. |
| Net Promoter Score | Net Promoter Score (NPS) based on the results of surveys available for calls associated with this service. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/ |