From Bright Pattern Documentation
Contents
- Introduction
- 1 Purpose
- Access to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Interaction Records Search
- 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
- Campaign Results
- Recordings Details
Reporting Reference Guide
Purpose
ServicePattern Reporting Reference Guide describes the reports available out of the box with the ServicePattern contact center solution. These reports contain key performance indicators for the main contact center resources such as agents, agent teams, services, and scenarios.
The guide also explains how to interpret campaign results and how to search for interaction records, and review associated call recordings and chat transcripts.