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
- Service Metrics Report
- Service Staffing and Overflow Report
- Virtual Queue (Callback) Report
- Campaign in Time Report
- Dispositions in Time Report
- 1 Telemarketing Compliance Report
- Email Service Report
- Agent Email Report
- Team Email Report
- Concurrent Users Report
- Carrier Usage
- Campaign Results
- Recordings Details
Reporting Reference Guide
Telemarketing Compliance Report
This report, applicable to predictive campaigns only, focuses on calls that were answered by called parties and not connected to the agent within the Unattended call timeout.
- Note: FCC refers to these calls as abandoned calls and limits the number of such calls within campaign relative to the total calls answered. The related metric is called Abandonment Rate. In ServicePattern terminology, such calls are referred to as unattended and the related ratio is called Unattended %. This is done in order to avoid confusion with the traditional use of abandoned in the contact center industry, where it is normally reserved for calls terminated by customers before being connected to an agent.
| Metric Name | Description |
| Calls Answered | Number of campaign calls that were answered by called parties. |
| Calls Unattended | Number of campaign calls that were answered by called parties and subsequently either diverted to an IVR at any time, or dropped at any time, or connected to an agent with time exceeding the Unattended call timeout. |
| Unattended % | Percent of Calls Unattended relative to Calls Answered. |