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
- Intra-Team by Service Report
- 1 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 Performance Report
This report provides general performance metrics for selected agents of selected teams.
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 |
| Occupancy % | Percent to time the agent spent handling calls, including after call work, relative to total working time (i.e., handling calls and being ready to handle calls). |
| Average Handling Time (Inbound) | Average handling time, including after call work, for the inbound calls. |
| Average Handling Time (Outbound) | Average handling time, including after call work, for the outbound calls. |
| Total Logon Time | Total time the agent was logged on during the reporting interval. |
| Number of Surveys | Number of surveys available for calls handled by the agent. |
| First Call Resolution % | Percent of surveys that indicated first call resolution relative to total number of surveys available for calls handled by the agent. |
| Contact Satisfaction | Average of contact satisfaction marks from all surveys available for calls handled by the agent. |
| Net Promoter Score | Net Promoter Score (NPS) based on the results of surveys available for calls handled by the agent. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/ |
| Call Rejects | Number of inbound calls that the agent actively rejected. |
| Initiated Transfers | Number of calls that the agent transferred. |