5.19:Reporting-reference-guide/EmailServiceReport/ja

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• 5.19 • 5.3 • 5.8

メールサービスレポート

メールサービスレポート は、メールメディアタイプのサービスの主要業績評価指標を提供します。

ご注意: 実行するレポートの対象期間には、古いサービスまたは廃止されたサービスが含まれる場合、これらのサービス名が表示されます。削除されたサービスも表示されます。これらの期間を対象とするレポートには、サービス名だけでなく、対話も表示されます。サービスで30日以内にアクティビティがない場合、システムはサービス名を斜体で表示します。アクティビティが90日以上なかった場合、サービス名は表示されません。

メールサービスの業績評価指標

メトリックの説明

このレポートのメトリックは、レポートで表示される順序で、以下の通り列に分けられます。

受信されたメール

Received provides the total number of inbound emails that requested this service in the given reporting interval (including both new emails and emails related to existing threads). Interactions received via transfer or service change are excluded.

Received New

Received New provides the number of new inbound emails that requested this service in the given reporting interval. This metric excludes emails related to existing email threads, as well as interactions received via transfer or service change.

Received by transfer

Received by transfer provides the number of inbound emails that requested this service via transfer. Interactions received via service change are excluded.

Received by service change

Received by service change provides the number of inbound emails that were received via recategorization by agents (i.e., the agent changed an originally assigned email service to this service and continued processing the interaction).

Carried Over

Carried Over provides the total number of emails that arrived at this service at any time before the given reporting interval and remained unprocessed at the beginning of the interval (including both new emails and emails related to existing threads).

Carried Over New

Carried Over New provides the number of new emails that arrived at this service at any time before the given reporting interval and remained unprocessed at the beginning of the interval (emails related to existing email threads are excluded).

Processed - Total

Processed - Total provides the number of inbound emails that were completed by any method within the given reporting interval. This total is the sum of Replied, Closed, Transferred, and Service Changed.

Processed - Replied

Processed - Replied provides the number of inbound emails that were replied to within the given reporting interval (including emails that were forwarded). Note that only the first reply is counted. Possible follow-up email messages related to previously replied emails are considered outbound emails and are counted by the OUT Sent metric.

Processed – Closed

Processed – Closed provides the number of inbound emails that were closed without reply by agents within the given reporting interval.

Processed – Transferred

Processed – Transferred provides the number of inbound emails that were transferred to other services within the given reporting interval.

Processed – Service Changed

Processed – Service Changed provides the number of inbound emails that were recategorized by agents (i.e., the agent changed this service to another email service and continued processing the interaction).

Remaining

Remaining provides the number of inbound emails that were not completed at the end of reporting interval.

Avg Reply Time

Avg Reply Time is the average reply time for inbound emails. The time is measured from the moment the email is placed in the service queue to the moment when the first meaningful reply is sent.

Replied in SL %

Replied in SL % refers to the percentage of emails for which the first meaningful reply was sent within the predefined service level threshold relative to all replied emails. Note that when compared with the service level threshold, the reply time excludes the time that is outside of the hours of operation specified for the given service.

Outbound Sent

Outbound Sent provides the total number of outbound emails that were sent within the given reporting interval. This metric includes both new outbound emails and possible follow-up email messages related to existing threads.

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