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
Reporting Database Specification
interaction_quality_monitoring
Each row in the interaction_quality_monitoring table represents an instance of review of an interaction segment referred to in the interaction_step_id field that was completed in the given aggregation interval.
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 table.
| Column Name | Data Type | Description |
| id | BINARY (16) | Primary key |
| interaction_step_id | BINARY (16) | Reference to identifier of the reviewed interaction segment in the call_details table; depending on the type of call (inbound or outbound), it could be either the callee_interaction_step_id or callee_interaction_step_id field |
| review_time | DATETIME | Start time of the review activity; time is given in the Universal Coordinated Time (UTC) time zone |
| review_agent_login_id | VARCHAR | Reviewer’s login as defined in configuration |
| review_agent_first_name | VARCHAR | Reviewer’s first name as defined in configuration |
| review_agent_last_name | VARCHAR | Reviewer’s last name as defined in configuration |
| review_notes | TEXT | Reviewer’s notes for the reviewed interaction segment |