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_step_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 overflow_counters
Reporting Database Specification
overflow_counters
This table contains metrics for distribution of inbound interactions among various routing targets including overflow destinations. The metrics are provided for all services defined in your contact center configuration. Note that if a service can be accessed via multiple access numbers, the metrics are provided for each access number separately.
Unless noted otherwise with respect to a particular metric, any call mentioned in this table shall be interpreted as a call that requested the service specified in the service_name field.
| Column Name | Data Type | Description |
| id | BINARY (16) | Primary key. |
| start_time | DATETIME | Start time of the aggregation interval. |
| end_time | DATETIME | End time of the aggregation interval. |
| agg_run_id | BINARY (16) | Aggregator run that produced this record. |
| service_name | VARCHAR | Name of the service as defined in service configuration. |
| destination_phone | VARCHAR | Access number for this service as defined in the Dial-in Scenario Entry associated with service. If a service is associated with multiple access numbers, metrics specified in this table will be provided for each access number separately. |
| routed_to | VARCHAR | Target destination that the calls were routed to. Name of the team for internally routed calls. External number for externally routed calls. If calls were routed to multiple destinations, metrics specified in this table will be provided for each destination separately. |
| is_overflow | BIT | TRUE if the given destination is an overflow destination. |
| no_team | BIT | TRUE if the given destination is an external number. FALSE if the given destination is a team. |
| media_type | ENUM | Interaction media type. Possible values: VOICE, CHAT, EMAIL.
If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context. |
| num_calls_received | BIGINT | Total number of calls that requested this service and were routed to the given destination. |
| num_calls_answered | BIGINT | Number of calls that were answered at the given destination. |
| num_calls_abandoned_
after_threshold |
BIGINT | Number of calls that abandoned while ringing after being routed to the given destination. Includes only calls that were abandoned outside of the configured service level threshold. |
| handling_time | BIGINT | Total time that the answered calls were handled at the given destination (the sum of talk, hold, and after-call work times). |