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 interaction_quality_monitoring_grades
Reporting Database Specification
interaction_quality_monitoring_grades
Each row in the interaction_quality_monitoring_grades table represents a grade in a single category given to an interaction segment during an instance of review referred to in the iqm_id 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 interaction_quality_monitoring_grades table.
| Column Name | Data Type | Description |
| id | BINARY (16) | Primary key |
| iqm_id | BINARY (16) | Reference to identifier of the review instance (field id in the interaction_quality_monitoring table) |
| grade_name | VARCHAR | Name of the call grading category |
| grade_value | INT | Grade assigned by the reviewer in the given category |
| order_num | INT | The order in which the given category is supposed to appear in reports relative to the other grading categories (as defined in configuration) |