5.19:Reporting-reference-guide/RequestedSkillsReport/ja

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• 5.19 • 5.3 • 5.8

要求スキルレポート

このレポートは、コンタクトセンターで定義されたさまざまなスキルに対する需要を示します。スキルはグループごとに分けられており、レポートには各スキルの要求と各グループの要求の合計が表示されます。１件のコールが複数のスキルを要求する場合、このコールはレポートの全メトリックにおいて要求されたスキルごとに個別にカウントされます。このレポートのメトリックには、キャンペーンコールが含まれます。

All metrics in this report are calculated for interactions of call and chat media types only.

Note: If you run service reports for time periods when you had old or discontinued services, the names of these services will be displayed; this includes deleted services. The reports for these time periods will show that you had interactions as well as the service names you had at that time. Note that if you do not have any activity on these services within 30 days, the system will display the service names in italics; the system will not show the names at all after 90 days without activity.

Metric Descriptions

Average Speed of Answer

Average Speed of Answer is the average time that answered calls requesting this skill spent waiting in the service queue and were ringing the desktop before being answered.

Number of Calls Received

Number of Calls Received is the total number of calls that requested this skill in the given reporting interval.

Number of Calls Queued

Number of Calls Queued is the number of calls requesting this skill that entered the queue.

Number of Calls Answered

Number of Calls Answered is the number of calls requesting this skill that were answered by agents.

Overflow Calls

Overflow Calls are the number of calls requesting this skill that were routed to overflow destinations.

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