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
- Campaign in Time Report
- Dispositions in Time Report
- Telemarketing Compliance Report
- Email Service Report
- 1 Agent Email Report
- Team Email Report
- Campaign Results
- Recordings Details
Reporting Reference Guide
Agent Email Report
This report provides key performance indicators for agents handling interactions of email media type.
| Metric Name | Description |
| Offered | Number of inbound emails that were pushed to the agent within the given reporting interval. |
| Not Accepted | Number of emails that were pushed to the agent and were not accepted (i.e., returned to the queue or to the transferring agent). Note that a postponed email is considered accepted. |
| Pulled | Number of inbound emails that the agent pulled from the service queues within the given reporting interval. |
| Assigned | Number of emails that were placed in this agent’s personal queue by a supervisor or another agent. |
| Carried Over | Number of emails that were delivered to this agent by any method before the given reporting interval and remained unprocessed at the beginning of the interval. |
| Processed - Total | Number of inbound emails that this agent completed by any method within the given reporting interval. The sum of Replied, Closed, Transferred, and Service Changed. |
| Processed - Replied | Number of inbound emails that this agent replied to within the given reporting interval (includes emails that the agent forwarded). Note that only the first response is counted. Possible follow-up email messages related to previously replied emails are considered outbound emails and counted by the Outbound Sent metric. |
| Processed – Closed | Number of inbound emails that this agent closed without reply within the given reporting interval. |
| Processed – Transferred | Number of inbound emails that this agent transferred within the given reporting interval. |
| Processed – Service Changed | Number of inbound emails that this agent re-categorized (i.e., the agent changed this service to another email service and continued processing the interaction). |
| Remaining | Number of emails in agent's personal queue at the end of the reporting interval. |
| Avg Reply Time | Average time this agent spent replying to an inbound email. The time is measured from the moment an email is delivered to the agent (his desktop or personal queue) to the moment when the first meaningful response leaves his personal queue. |
| Avg In-focus Time | Average time the agent had an inbound email selected in his active communications list. Counted only for the emails that agents replied to. |
| Avg Out-of-focus Time | Average time the agent had an inbound email active on his desktop but not selected in his active communications list. Counted only for the emails that agents replied to. |
| Avg ACW Time | Average time the agent spent doing after call work related to replied emails. |
| Outbound Sent | Total number of outbound emails that this agent sent within the given reporting interval. Includes both new outbound emails and possible follow-up email messages related to existing threads. |
| Outbound Discarded | Number of outbound emails that this agent started at any time and discarded (deleted without sending) within the given reporting interval. Includes both new outbound emails and possible follow-up email messages related to existing email threads. |