From Bright Pattern Documentation
Contents
- Introduction
- Starting Your Working Session
- Viewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-time Metrics
- Service Metrics View
- List of Service Metrics
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Active Agent Management
- Changing Agent State
- Individual Chat
- Team Chat
- Call Recording
- Call Monitoring, Coaching and Barge-in
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- 1 Quality Management
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign Teams
- Email Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing Personal Email Queues
Supervisor Guide
Quality Management
The system automatically stores transcripts of all chat sessions between your agents and customers, as well as content of all customer emails and agent responses. Depending on your contact center practices and types of service, any calls passing through the system can also be recorded automatically for compliance and quality assurance purposes. Depending on your service configuration, the system can also capture and store videos of agents’ screens for entire duration of their working sessions.
A different application, called Contact Center Administrator is used to search for, review, and grade transcripts and recordings. If you need access to this application for quality assurance or similar purposes, contact your system administrator.
For detailed information about quality management functions that may be available to you via the Contact Center Administrator application, see ServicePattern Reporting Reference Guide, section Quality Management.