From Bright Pattern Documentation
Contents
- Introduction
- 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
- 1 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
Requested Skills Report
This report shows demand for different skills defined in your contact center. The skills are arranged according to their groups, and the report shows requests for each individual skill and the totals for the group. Note that if a call requested several skills, it will be counted separately for each requested skill in all metrics of this report. Metrics in this report include campaign calls.
All metrics in this report are calculated for interactions of call and chat media types only.
| Metric Name | Description |
| Average Speed of Answer | Average time that answered calls requesting this skill spent waiting in the service queue and ringing desktop before being answered. |
| Number of Calls Received | Total number of calls that requested this skill in the given reporting interval. |
| Number of Calls Queued | Number of calls requesting this skill that entered the queue. |
| Number of Calls Answered | Number of calls requesting this skill that were answered by agents. |
| Overflow Calls | Number of calls requesting this skill that were routed to overflow destinations. |