From Bright Pattern Documentation
Contents
- Introduction
- Access to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Interaction Records Search
- List of Interaction Records Search Criteria
- Global Interaction Identifier
- Agent Activity Search
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
- Detail Reports
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Performance Report
- Agent Time Allocation Report
- 1 Intra-Team by Service Report
- Intra-Team Performance Report
- Team Operation Quality Report
- Team Performance Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Requested Skills Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Virtual Queue (Callback) Report
- Campaign in Time Report
- Dispositions in Time Report
- Telemarketing Compliance Report
- Email Service Report
- Agent Email Report
- Team Email Report
- Concurrent Users Report
- Carrier Usage
- Campaign Results
- Recordings Details
Reporting Reference Guide
Intra-Team by Service Report
This report provides service-call-handling metrics for selected agent(s) of selected teams. Call related to specific services are reported separately. Only the services associated with the selected teams are included. Direct calls, including transfers, are reported separately in the last section of the report.
All interaction-related metrics in this report are calculated for call and chat media types. For agents’ email metrics, use the Agent Email Report.
| Metric Name | Description |
| Number of Calls Handled | Total number of inbound calls to the given service handled by the agent. |
| Average Handling Time (Inbound) | Average handling time, including after call work, for the inbound calls to the given service. |
| Number of Calls Made | Total number of outbound calls associated with the given service handled by the agent. |
| Average Handling Time (Outbound) | Average handling time, including after call work, for the outbound calls associated with the given service. |
| Number of Surveys | Number of surveys available for calls to the given service handled by the agent. |
| First Call Resolution % | Percent of surveys that indicated first call resolution relative to total number of surveys available for calls to the given service handled by the agent. |
| Contact Satisfaction | Average of contact satisfaction marks from all surveys available for calls to the given service handled by the agent. |
| Net Promoter Score | Net Promoter Score (NPS) based on the results of surveys available for calls to the given service handled by the agent. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/ |
| Agent Abandons | Number of inbound calls to the given service that the agent answered and terminated within 10 seconds. |
| Call Rejects / No Answer | Number of inbound calls to the given service that the agent rejected and/or did not answer. |
| Initiated Transfers | Number of calls to the given service that the agent transferred. |