latest:Reporting-reference-guide/VirtualQueue(Callback)Report/ja

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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。

Metric Name	Description
Callbacks Requested	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.
Callbacks Busy	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.
Callbacks No Answer	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.
Callbacks Answered	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.
Avg Wait Time to Callback	Average callback wait time (i.e., time between the callback requests and the related initial callback attempts).
Avg Callback Dialing Time	Average callback answer time (i.e., time between the moments when callback attempts were initiated and the customers answered them).
Avg Agent Answer Time	Average callback connection time (i.e., time between the moments when customers answered callback attempts and were connected to the agents).
Callbacks Abandoned	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.

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