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
- Requested Skills Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Virtual Queue (Callback) Report
- 1 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
Campaign in Time Report
This report provides a set of key performance indicators for a selected outbound campaign.
| Metric Name | Description |
| Records Completed | Number of campaign records completed within the reporting interval for which at least one number was dialed. |
| Records Excluded | Number of campaign records completed within the reporting interval for which no attempts were made because of DNC match or filter exclusion. |
| Dialed | Number of campaign calls that were attempted in the reporting interval. |
| Avg Calling Rate | Number of campaign calls that were attempted in the reporting interval divided by the number of minutes in this interval. |
| Live Answered | Number of campaign calls that were answered by called parties. |
| ASR % | Average Success Rate. Percentage of answered calls relative to the total number of attempts. |
| Abandoned | Number of campaign calls that were abandoned, i.e., terminated by the called party after answer while waiting to be connected to an agent. |
| Dropped | Number of answered campaign calls that were disconnected by the system. |
| Handled | Number of campaign calls that were answered by agents |
| Avg Connection Time | Average time in which the calls that were answered by the called parties were connected to agents. |
| Avg Handle Time | Average time that answered calls to this service were handled by agents. Includes hold time and after-call-work time. |
| Avg Talk Time | Average talk time for the calls to this service that were answered. |
| Avg Hold Time | Average hold time for the calls to this service that were put on hold at any time during their handling. |
| Avg ACW Time | Average after-call-work time for the calls to this service. |
| Occupancy % | Percent of time agents spent handling calls of this campaign, including after call work, relative to the total working time (i.e., the time spent handling calls for all campaigns/services and time in the Ready state). |
| Max Agents | For each team associated with this campaign, maximum number of agents logged on simultaneously within the given reporting subinterval. |
| Min Agents | For each team associated with this campaign, minimum number of agents logged on simultaneously within the given reporting subinterval. |
| FTE | For each team associated with this campaign, total login time of all agents during the reporting interval divided by the length of the interval. |
| Preview Records Viewed | Number of preview records that were reviewed by agents. |
| Avg Preview Time | Average time the preview records were reviewed by agents. |