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
- 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
- 1 Recordings Details Format
Reporting Reference Guide
Recordings Details Format
The table below describes the fields of the data file that accompanies export of call recordings and maps them to the available components of configurable file names that are assigned to recordings during export. The file is exported in the csv format and contains details of the corresponding calls, which may facilitate search for specific recordings once they have been exported out of the system.
Note that conference calls produce multiple recordings corresponding to the number of participating agents. The recording details file in this case will contain a separate record for each recording.
| Field Name | File Name Component | Description |
| Start Time | $(callDate), $(callTime) | Date and time of call start. |
| Agent loginId | $(agent) | Username of the agent who last handled this call. |
| Agent First Name | $(agentFirstName) | First name of the agent who last handled this call. |
| Agent Last Name | $(agentLastName) | Last name of the agent who last handled this call. |
| Customer phone | $(customerPhone) | Customer’s phone number (technically, the phone number of the party opposite to the above agent). |
| Direction | $(direction) | Call direction, Inbound or Outbound |
| Service | $(service) | Name of the service or campaign associated with this call |
| Disposition | $(disposition) | Call disposition |
| Notes | N/A | Call notes entered for by the agent |
| Voice Signature | $(voiceSignature) | An indicator of whether the recording contains a voice signature. |
| Flagged | $(flagged) | An indicator of whether the call was flagged. |
| Talk Time | N/A | Total talk time of this call. |
| Export status | N/A | An indicator of whether the recording was actually exported (success) or the recording was never found (failed). |
| RecordingId | N/A | Name of the file that contains recording of this call. |
| Global Interaction ID | $(globalInteractionId) | Global interaction identifier of this call. Note that there may be more than one call recording file with the same identifier. |
| N/A | $(callDuration) | Overall call duration. |
| N/A | $(callHour) | Ordinal number of the hour (from 00 to 23) during which the call started. |
| N/A | $(currentDate) | The value is set to the date when the recording is exported. |
| N/A | $(currentTime) | The value is set to the time when the recording is exported. |
| N/A | $(uniqueId) | Unique identifier assigned to this recording. Unlike Global Interaction ID (above), this value is unique for each exported recording. |