5.19:Faq/ReportingDatabase/ja

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• 5.19 • 5.3 • 5.8

レポートデータベース

拒否されたコールが含まれないエージェントパーフォマンスレポートを取得するには、どうすればよいですか?

レポートの目的で、Bright Patternコンタクトセンターはエージェントに配信された受信コール (num_calls_inを介して)または応答された受信コール(num_calls_answered)のいずれかをカウントできます。

システムは、拒否された受信コール (inbound_calls-rejected_calls)もカウントできます。この場合、 no_answer_calls も受信コールとしてカウントされます。

If you wish to see only the number of inbound calls that were answered, you can query the database for that specific information. In the following example, the database is queried using an application called SQLeo.

When querying the database for agent_performance, select only the metrics that you want to see. In SQLeo, for example, you do so by following these steps:

• Select the table agent_performance.

Selecting the desired table

• Right-click the selected table and select add to new query.

Adding the table to your database query

• Select the metrics for total_num_calls, num_calls_in, and num_calls_answered but NOT num_calls_rejected or num_calls_no_answer.

Selecting metrics to be shown in the data table

• Click the run button.

Your agent_performance report will no longer show the calls rejected. You can compare the number of calls offered to the agent (num_calls_in) to the calls actually answered by the agent (num_calls_answered) in order to see how they differ.

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