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| − | + | = List of Service Metrics = | |
The following is a list of service metrics. For definitions of these metrics, as well as a complete list of real-time metrics, see [[reporting-reference-guide/AllMetrics|List of All Real-Time Metrics]] in the ''Reporting Reference Guide''. The metrics here are listed in alphabetical order. | The following is a list of service metrics. For definitions of these metrics, as well as a complete list of real-time metrics, see [[reporting-reference-guide/AllMetrics|List of All Real-Time Metrics]] in the ''Reporting Reference Guide''. The metrics here are listed in alphabetical order. | ||
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=== [[reporting-reference-guide/AllMetrics#Agents_Busy_With_Interactions_of_This_Service_.28Busy_Svc.29|Busy Svc]] === | === [[reporting-reference-guide/AllMetrics#Agents_Busy_With_Interactions_of_This_Service_.28Busy_Svc.29|Busy Svc]] === | ||
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=== [[reporting-reference-guide/AllMetrics#Callbacks_Requested_for_the_Day_.28CB_Requested.29|CB Requested]] === | === [[reporting-reference-guide/AllMetrics#Callbacks_Requested_for_the_Day_.28CB_Requested.29|CB Requested]] === | ||
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=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues.2C_Waiting_in_Excess_of_SLA_Time_.28IN_Breached_SLA.29|IN Breached SLA]] === | === [[reporting-reference-guide/AllMetrics#Inbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues.2C_Waiting_in_Excess_of_SLA_Time_.28IN_Breached_SLA.29|IN Breached SLA]] === | ||
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| + | === [[Reporting-reference-guide/AllMetrics#Inbound_Calls_in_IVR.2C_Queue_or_on_Agents_Now_.28IN_Calls_in_Progress.29|IN Calls in Progress]] === | ||
=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_.28IN_Carried_Over.29|IN Carried Over]] === | === [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_.28IN_Carried_Over.29|IN Carried Over]] === | ||
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Self_Serviced_for_the_Day_.28IN_Self_Serviced.29|IN Self Serviced]] === | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Self_Serviced_for_the_Day_.28IN_Self_Serviced.29|IN Self Serviced]] === | ||
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| + | === [[Reporting-reference-guide/AllMetrics#Number of Interactions Re-categorized as Spam by Agents .28IN Spam.29|IN Spam]] === | ||
=== [[reporting-reference-guide/AllMetrics#Number_of_Interactions_Re-categorized_from_a_Different_Service_by_Agents_.28IN_Svc_Change_Received.29|IN Svc Change Received]] === | === [[reporting-reference-guide/AllMetrics#Number_of_Interactions_Re-categorized_from_a_Different_Service_by_Agents_.28IN_Svc_Change_Received.29|IN Svc Change Received]] === | ||
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=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Transferred_by_Agents_for_the_Day_.28IN_Transferred.29|IN Transferred]] === | === [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Transferred_by_Agents_for_the_Day_.28IN_Transferred.29|IN Transferred]] === | ||
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| + | === [[Reporting-reference-guide/AllMetrics#Number of Interactions Re-categorized as Trash by Agents .28IN Trash.29|IN Trash]] === | ||
=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_in_Queue_.28IN_Waiting.29|IN Waiting]] === | === [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_in_Queue_.28IN_Waiting.29|IN Waiting]] === | ||
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=== [[reporting-reference-guide/AllMetrics#Outbound_Interactions_Handled_by_Agents_for_the_Day.2F_Number_of_Unsolicited_Emails_and_Follow-up_Responses_.28OUT_Handled.29|OUT Handled]] === | === [[reporting-reference-guide/AllMetrics#Outbound_Interactions_Handled_by_Agents_for_the_Day.2F_Number_of_Unsolicited_Emails_and_Follow-up_Responses_.28OUT_Handled.29|OUT Handled]] === | ||
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| + | === [[Reporting-reference-guide/AllMetrics#Outbound_Call_Attempts_Currently_in_Progress_.28OUT_in_Progress.29|OUT in Progress]] === | ||
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_in_IVR_for_the_Day_.28OUT_IVR_Abandoned.29|OUT IVR Abandoned]] === | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_in_IVR_for_the_Day_.28OUT_IVR_Abandoned.29|OUT IVR Abandoned]] === | ||
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=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Dropped_in_IVR_for_the_Day_.28OUT_IVR_Dropped.29|OUT IVR Dropped]] === | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Dropped_in_IVR_for_the_Day_.28OUT_IVR_Dropped.29|OUT IVR Dropped]] === | ||
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=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_in_Queue_for_the_Day_.28OUT_Queue_Abandoned.29|OUT Queue Abandoned]] === | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_in_Queue_for_the_Day_.28OUT_Queue_Abandoned.29|OUT Queue Abandoned]] === | ||
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=== [[reporting-reference-guide/AllMetrics#Agents_Ready_.28Ready.29|Ready]] === | === [[reporting-reference-guide/AllMetrics#Agents_Ready_.28Ready.29|Ready]] === | ||
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Latest revision as of 05:52, 10 March 2025
• 日本語
List of Service Metrics
The following is a list of service metrics. For definitions of these metrics, as well as a complete list of real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide. The metrics here are listed in alphabetical order.