From Bright Pattern Documentation
Contents
- Real-Time Statistic API
Real-Time Statistics API
List of Statistics
Agents (in a team)
| Internal Protocol Name | New Long Name |
| agents_logged | Logged-in agents |
| agents_busy | Busy agents |
| counted by "capacity" object | Number of interactions on agent |
| agents_busy_on_service | Agents busy with interactions of this service |
| agents_ready | Ready agents |
| agents_not_ready | Not Ready agents |
| agent_occupancy | Occupancy in campaign/service |
| agent_average_idle_time | Average idle time |
| agent_preview_duration | Time in Preview |
| agent_average_preview_time | Average Preview time |
| agent_success_ratio_per_day | My Success Rate |
| team_success_ratio_per_day | My Team Success Rate |
Calls (Inbound)
| Internal Protocol Name | New Long Name |
| in_calls_received_per_day | Inbound interactions received for the day |
| in_transfers_received_per_day | Inbound transfers received for the day |
| in_calls_in_ivr | Inbound calls currently in IVR |
| in_calls_self_serviced_per_day | Inbound calls self serviced for the day |
| in_calls_abandoned_in_ivr_per_day | Inbound calls abandoned in IVR for the day |
| in_calls_abandoned_total_per_day | Inbound calls abandoned for the day |
| in_calls_abandoned_percent_per_day | Percentage of inbound calls abandoned for the day |
| in_calls_dropped_in_ivr_per_day | Inbound calls dropped by system in IVR for the day |
| in_calls_queued_per_day | Inbound calls queued for the day |
| in_calls_first_time_queued_per_day | Inbound calls first time queued for the day |
| in_calls_waiting | Inbound interactions currently in queue |
| in_calls_in_progress (renamed from in_calls_waiting_or_active, merged with in_email_waiting_in_all_queues) | Inbound interactions currently in IVR, queue or on agents |
| in_calls_abandoned_in_queue_per_day | Inbound calls abandoned in queue for the day |
| in_calls_abandoned_in_queue_ratio_per_day | Percentage of inbound calls abandoned in queue for the day |
| in_calls_short_abandoned_in_queue_per_day | Inbound calls short abandoned in queue for the day |
| in_calls_short_abandoned_in_queue_ratio_per_day | Percentage of inbound calls short abandoned in queue for the day |
| in_calls_dropped_in_queue_per_day | Inbound calls dropped by system in queue for the day |
| service_level | Percentage of inbound interactions answered in Service Level |
| service_level_target | Inbound Service Level target |
| service_level_threshold_time | Inbound Service Level threshold |
| in_max_wait_time | Max inbound wait time |
| in_calls_routed_per_day | Inbound calls routed to agents for the day |
| in_calls_ringing | Inbound calls currently ringing |
| in_calls_handled_per_day | Inbound interactions handled by agents for the day |
| in_calls_handled_percent_per_day | Percentage of inbound calls handled for the day |
| in_calls_first_time_handled_per_day | Unique Inbound calls handled by agents for the day |
| in_calls_rejected_per_day | Inbound calls rejected or unanswered by agents for the day |
| in_calls_abandoned_ringing_per_day | Inbound calls abandoned while ringing for the day |
| in_calls_dropped_ringing_per_day | Inbound calls dropped by system while ringing for the day |
| in_calls_active_on_agents (renamed from in_calls_talking) | Inbound interactions currently handled by agents |
| in_calls_disconnected_talking_per_day | Inbound calls released by callers for the day |
| in_calls_dropped_talking_per_day | Inbound calls released by agents for the day |
| in_calls_duration_average_per_day | Inbound calls duration average for the day |
| in_calls_duration_total_per_day | Inbound calls duration total for the day |
| in_calls_transferred_per_day | Inbound interactions transferred by agents for the day |
| in_average_speed_of_answer | For calls, average speed of answer. For emails, average time to reply |
| agent_call_handling_rate | Call handling rate per hour |
| in_callbacks_requested_per_day | Callbacks requested for the day |
| in_callbacks_abandoned_per_day | Callbacks abandoned during colleciton of callback data for the day |
| in_callbacks_queued_per_day | Callbacks successfully scheduled for the day |
| in_callbacks_waiting | Callbacks currently waiting in queue |
| in_callbacks_cancelled_per_day | Callbacks cancelled for the day |
| in_callbacks_made_per_day | Callback attempts made for the day |
| in_callbacks_failed_per_day | Callback attempts failed for the day |
| in_callbacks_answered_per_day | Callbacks attempts answered for the day |
Records (lists, outbound campaigns, inbound services)
| Internal Protocol Name | New Long Name |
| records_total | Total number of records in active lists |
| records_completed | Completed records in active lists |
| records_with_assigned_agents_completed | Completed records with personal agent assignments |
| records_remaining | Remaining records in active lists |
| records_with_assigned_agents_remaining | Remaining rercords with personal agent assignments |
| records_in_dnc | Number of records excluded by DNC lists from Active Lists |
| records_attempted_per_day | Records attempted for the day |
| records_attempted_ratio_per_day | Percentage of records attempted for the day |
| records_accepted_per_day | Records previewed for the day |
| records_skipped_per_day | Records skipped for the day |
| records_skipped_ratio_per_day | Percentage of records skipped for the day |
| records_completed_per_day | Records completed for the day |
| records_completed_ratio_per_day | Percentage of records completed for the day |
| records_completed_ratio | Percentage of records completed in active lists |
| records_progress | Records state chart |
| records_dialable | Records Dialable Right Now |
| records_expired | Records Expired |
Campaign state (Outbound)
| Internal Protocol Name | New Long Name |
| out_campaign_mode | Campaign mode |
| out_campaign_duration_forecast | Estimated campaign duration |
| out_average_success_rate | Average Success Rate - percentage of successful call attempts |
| Dispositions | |
| calls_dispositions_per_day | |
| calls_dispositions_ratio_per_day | |
| Calls (Outbound Dialer) | |
| out_calls_current_call_rate | Outbound current calling rate |
| out_calls_placed_per_day | Outbound call attempts for the day |
| out_calls_in_progress | Outbound call attempts currently in progress |
| out_calls_failed_per_day | Outbound calls attemtps failed fo the day |
| out_calls_answered_per_day | Outbound successful calls attempts for the day |
| out_calls_answered_ratio_per_day | Percentage of outbound successful call attempts for the day |
| out_calls_in_ivr | Outbound calls currently in IVR |
| out_calls_self_serviced_per_day | Outbound calls self serviced for the day |
| out_calls_abandoned_in_ivr_per_day | Outbound calls abandoned in IVR for the day |
| out_calls_abandoned_in_ivr_ratio_per_day | Percentage of outbound calls abandoned in IVR for the day |
| out_calls_dropped_in_ivr_per_day | Outbound calls dropped in IVR for the day |
| out_calls_queued_per_day | Outbound calls queued for the day |
| out_calls_waiting | Outbound calls currently in queue |
| out_calls_abandoned_in_queue_per_day | Outbound calls abandoned in queue for the day |
| out_calls_abandoned_in_queue_ratio_per_day | Percentage of outbound calls abandoned in queue for the day |
| out_calls_dropped_in_queue_per_day | Outbound calls dropped in queue for the day |
| out_calls_unattended_per_day | Outbound answered calls that did not connect to agent in compliance time, per day |
| out_calls_unattended_ratio_per_day | Percentage of calls that did not connect to agent in compliance time, per day |
| out_calls_routed_per_day | Outbound calls routed to agents for the day |
| out_calls_ringing | Outbound calls delivered to agents and currently ringing |
| out_calls_abandoned_ringing_per_day | Outbound calls abandoned while ringing for the day |
| out_calls_dropped_ringing_per_day | Outbound calls dropped while ringing for the day |
| out_calls_duration_average_per_day | Outbound calls duration average for the day |
| out_calls_duration_total_per_day | Outbound calls duration total for the day |
| out_calls_rejected_per_day | Outbound calls rejected or unanswered by agents for the day |
| out_calls_handled_per_day | Outbound interactions handled by agents for the day. For email - number of unsolicited emails and follow-up responses. |
| out_calls_active_on_agents (renamed from out_calls_talking) | Outbound interactions currently handled by agents |
| out_calls_disconnected_talking_per_day | Outbound calls released by remote party for the day |
| out_calls_dropped_talking_per_day | Outbound calls released by agent for the day |
| out_calls_transferred_per_day | Outbound calls transferred by agents for the day |
| out_calls_in_progress (renamed from out_calls_in_progress_or_active) | Outbound interactions in any stage |
| out_calls_abandoned_per_day | Outbound calls abandoned at any stage for the day |
| out_calls_abandoned_ratio_per_day | Percentage of outbound calls abandoned at any stage for the day |
| Internal Protocol Name | New Long Name |
| in_email_received_new_per_day | Inbound interactions received for the day for new cases |
| in_email_carried_over | Inbound emails carried over from previous day |
| in_email_carried_over_new | Inbound emails carried over from previous day for new cases |
| in_email_offered_per_day | Inbound emails offered to agent for the day |
| in_email_rejected_per_day(reject functionality removed for email) | Inbound interactions rejected or unanswered for the day |
| in_email_pulled_per_day | Inbound emails pulled by agent for the day |
| in_email_processed_replied_per_day | Inbound emails replied for the day |
| in_email_processed_noreply_per_day | Inbound emails closed without reply for the day |
| in_email_handled_new_per_day | Number of new emails processed by agents, including replied, closed without reply, transferred and service changes |
| out_email_forwarded_internally_per_day(out of scope for 3.8) | Email copies forwarded by agents |
| in_email_forwards_received_per_day(out of scope for 3.8) | Email copies received by forwards for the day |
| in_email_waiting_in_personal_queues | Inbound emails currently on agents, saved in personal queues |
| in_email_waiting_in_pq_breached_sla | Inbound emails currently on agents, saved in personal queues, waiting in excess of SLA time |
| out_email_waiting_in_personal_queues | Outbound emails currently on agents, saved in personal queues |
| in_service_changed_per_day | Number of interactions recategorized to a different service by agents |
| in_service_change_received_per_day | Number of interactions re-categorized from a different service by agents |
Configuration and runtime attributes
| Internal Protocol Name |
| item_id |
| user_id |
| team_id |
| service_id |
| list_id |
| name |
| firstname |
| lastname |
| login_id |
| extension |
| team_name |
| is_logged |
| login_time |
| acd_state |
| state_duration |
| reason |
| acd_next_state |
| next_reason |
| active_item_id |
| active_item_service_id |
| active_item_service_name |
| active_item_media_type |
| active_item_state |
| active_item_direction |
| active_item_party_name |
| active_item_party_firstname |
| active_item_party_lastname |
| active_item_is_flagged |
| active_item_qm_monitor_user |
| active_item_qm_monitor_mode |
| active_item_qm_monitor_item_id |
| active_item_qm_monitored_item_id |
| active_item_talk_duration |
| active_item_hold_duration |
| items |
| media_type |
| state |
| direction |
| service_name |
| party_name |
| party_firstname |
| party_lastname |
| is_flagged |
| qm_is_recording |
| qm_monitor_user |
| qm_monitor_mode |
| qm_monitor_item_id |
| qm_monitored_item_id |
| talk_duration |
| hold_duration |
| priority |
| state_reason |
| is_enabled |
| ratio |
| outbound_campaign_link_group |