提供: Bright Pattern Documentation
(Created page with "'''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...") |
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{|border="1" style="border-collapse:collapse" cellpadding="5" | {|border="1" style="border-collapse:collapse" cellpadding="5" | ||
| − | |''' | + | |'''メトリック名''' |
| − | |''' | + | |'''内容''' |
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| − | |''' | + | |'''リクエストされたコールバック''' |
|Number of calls queued for this service that requested callbacks (i.e., selected the [[scenario-builder-reference-guide/FindAgent|Virtual Queue option]]). | |Number of calls queued for this service that requested callbacks (i.e., selected the [[scenario-builder-reference-guide/FindAgent|Virtual Queue option]]). | ||
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|Percentage of calls queued for this service that requested callbacks relative to all incoming calls except the ones abandoned in IVR or short abandoned. | |Percentage of calls queued for this service that requested callbacks relative to all incoming calls except the ones abandoned in IVR or short abandoned. | ||
|- | |- | ||
| − | |''' | + | |'''話中のコールバック''' |
|Number of callbacks that failed because the called party was busy. | |Number of callbacks that failed because the called party was busy. | ||
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|Percentage of callbacks that failed because the called party was busy relative to all callbacks that have been attempted. | |Percentage of callbacks that failed because the called party was busy relative to all callbacks that have been attempted. | ||
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| − | |''' | + | |'''無応答コールバック''' |
|Number of callbacks that failed because the called party did not answer. | |Number of callbacks that failed because the called party did not answer. | ||
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|Percentage of callbacks that failed because the called party did not answer relative to all callbacks that have been attempted. | |Percentage of callbacks that failed because the called party did not answer relative to all callbacks that have been attempted. | ||
|- | |- | ||
| − | |''' | + | |'''応答されたコールバック''' |
|Number of callbacks that were answered by the called party. | |Number of callbacks that were answered by the called party. | ||
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|Percentage of callbacks that were answered by the called party relative to all callbacks that have been attempted. | |Percentage of callbacks that were answered by the called party relative to all callbacks that have been attempted. | ||
|- | |- | ||
| − | |''' | + | |'''コールバックの平均待機時間''' |
|Average callback wait time (i.e., time between the callback requests and the related initial callback attempts). | |Average callback wait time (i.e., time between the callback requests and the related initial callback attempts). | ||
|- | |- | ||
| − | |''' | + | |'''コールバックの平均ダイヤル時間''' |
|Average callback answer time (i.e., time between the moments when callback attempts were initiated and the customers answered them). | |Average callback answer time (i.e., time between the moments when callback attempts were initiated and the customers answered them). | ||
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| − | |''' | + | |'''平均エージェント応答時間''' |
|Average callback connection time (i.e., time between the moments when customers answered callback attempts and were connected to the agents). | |Average callback connection time (i.e., time between the moments when customers answered callback attempts and were connected to the agents). | ||
|- | |- | ||
| − | |''' | + | |'''放棄されたコールバック''' |
|Number of callbacks that were answered by customers and then abandoned by them while waiting for an agent (in queue or ringing). | |Number of callbacks that were answered by customers and then abandoned by them while waiting for an agent (in queue or ringing). | ||
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Revision as of 16:23, 6 January 2020
• English
バーチャルキュー(コールバック)レポート
このレポートは、選択したサービスに関連する バーチャルキューのメトリックセットを提供します。特定のメトリックに関して別段の定めがない限り、この表に記載されている コールバックは、指定されたサービスに関して行われたコールバック試行として解釈されます。コールバックの試行は、当該の受信コールがシステムに入った集約間隔でカウントされます。
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。
| メトリック名 | 内容 |
| リクエストされたコールバック | Number of calls queued for this service that requested callbacks (i.e., selected the Virtual Queue option). |
| % | Percentage of calls queued for this service that requested callbacks relative to all incoming calls except the ones abandoned in IVR or short abandoned. |
| 話中のコールバック | Number of callbacks that failed because the called party was busy. |
| % | Percentage of callbacks that failed because the called party was busy relative to all callbacks that have been attempted. |
| 無応答コールバック | Number of callbacks that failed because the called party did not answer. |
| % | Percentage of callbacks that failed because the called party did not answer relative to all callbacks that have been attempted. |
| 応答されたコールバック | Number of callbacks that were answered by the called party. |
| % | Percentage of callbacks that were answered by the called party relative to all callbacks that have been attempted. |
| コールバックの平均待機時間 | Average callback wait time (i.e., time between the callback requests and the related initial callback attempts). |
| コールバックの平均ダイヤル時間 | Average callback answer time (i.e., time between the moments when callback attempts were initiated and the customers answered them). |
| 平均エージェント応答時間 | Average callback connection time (i.e., time between the moments when customers answered callback attempts and were connected to the agents). |
| 放棄されたコールバック | Number of callbacks that were answered by customers and then abandoned by them while waiting for an agent (in queue or ringing). |
| % | Percentage of callbacks abandoned relative to all callbacks that have been attempted. |