From Bright Pattern Documentation
Contents
- Introduction
- Agent Desktop
- After Call Work
- Agent Desktop Helper Application
- Not Ready
- Outbound Calls
- Queue
- Rejecting Calls
- Selecting Services
- Voicemail
- Contact Center Administrator
- Callback
- Caller ID
- Email SMTP Settings
- Exporting Recordings
- Help Screens
- Hold Music
- Outbound Campaigns
- Recordings
- Recovering Past Recordings
- Scenarios
- Services
- Skills
- Supervisors
- Users
- Virtual Queue Configuration
- Reporting
- Aux Codes
- Customizing Reports
- Dispositions
- Interaction Records
- Interpreting Reports
- 1 Metrics
- Occupancy
- Removing Users from Reports
- Report Access
- Report Execution Error
- Reporting Database
- Reviewing Scenario Steps
- Scheduled Reports
- Which Report to Use
- Scenario Builder
- Video Tutorials
Frequently Asked Questions
Metrics
In the "service_in_time_counters" table, how is the value for "num_calls_answered" determined?
If the call is distributed to an agent, and that agent answers either manually or via auto answer, that call would count toward the num_calls_answered metric. For more information on this metric and others in the service_in_time_counters table, see the Reporting Database Specification.
What is the definition of "total_busy_time_in"? What about "total_busy_time_out" and "total_ready_time"?
These metrics and others are defined in the Reporting Database Specification. Those specific metrics are defined in section agent_performance:
- total_busy_time_in - Specifies the sum of times the agent was busy with inbound calls; includes hold times, but does not include ringing time or after call work time
- total_busy_time_out - Specifies the sum of times the agent was busy with outbound calls; includes hold times, but does not include dialing time or after call work time
- total_ready_time - Total time the agent spent in the Ready state during the aggregation interval
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