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_steps_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 requested_skills
Reporting Database Specification
requested_skills
The requested_skills table contains metrics for interactions that requested a specific skill.
Unless noted otherwise with respect to a particular metric, any call mentioned in this table shall be interpreted as a call that requested the skill specified in the skill_name field.
Description of Data
The following table offers the name (i.e., ID), data type (e.g., BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHAR, etc.), and description for each metric (i.e., column) of the requested_skills table.
| Column Name | Data Type | Description |
| id | BINARY (16) | Primary key |
| start_time | DATETIME | Start time of the aggregation interval; time is given in the Universal Coordinated Time (UTC) time zone |
| end_time | DATETIME | End time of the aggregation interval; time is given in the Universal Coordinated Time (UTC) time zone |
| agg_run_id | BINARY (16) | Aggregator run that produced this record |
| media_type | ENUM | This is the interaction media type.
Possible values include VOICE, CHAT, and EMAIL. If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context. |
| skill_name | VARCHAR | Skill name as defined in configuration |
| skill_group_name | VARCHAR | Name of the skill group that the skill belongs to as defined in configuration |
| skill_type | ENUM | This is the skill type.
Possible values include the following:
|
| total_answer_time | BIGINT | Total answer time (the sum of times between the moments the calls entered queue and were answered by agents); time is given in the Universal Coordinated Time (UTC) time zone |
| num_calls_received | BIGINT | Total number of received calls |
| num_calls_queued | BIGINT | Number of calls that were queued |
| num_calls_answered | BIGINT | Number of calls that were answered |
| num_calls_overflow | BIGINT | Number of calls that were distributed to overflow destinations |