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_step_counters
- concurrent_users
- Detailed Records
- General Information About Detailed Records
- agent_activity
- call_detail
- interaction_step_skills
- interaction_quality_monitoring
- interaction_quality_monitoring_grades
- 1 interaction_step_skills
Reporting Database Specification
interaction_step_skills
Each row of this table specifies a skill requested during an interaction referred to in the interaction_step_id field.
| Column Name | Data Type | Description |
| id | BINARY (16) | Primary key. |
| interaction_step_id | BINARY (16) | Identifier of the interaction during which this skill was requested. Typically this is the identifier for the interaction segment of the party that originated this interaction (field caller_interaction_step_id of the call_detail table). |
| name | VARCHAR | Skill name as defined in configuration. |
| group_name | VARCHAR | Name of the group that this skill is assigned to as defined in configuration. |
| type | ENUM | Skill type. Possible values:
SERVICE – a primary service skill (a skill that is created automatically for each new service). SKILL – an auxiliary skill (a skill that is not directly associated with any particular service) |
| service_level | INT | Target percentage of calls that shall be answered within the time specified in the service_level_threshold feild as defined in configuration. |
| service_level_threshold | INT | Service level threshold as defined in configuration. |
| short_abandonment_threshold | INT | Reserved. |