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List of Service Metrics
The following is a list of service metrics. For definitions of these metrics, as well as a complete list of real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide. The metrics here are listed in alphabetical order.
Busy
Busy Svc
CB Requested
CB Waiting
IN ASA
IN Active
IN Agent Disconnected
IN Avg Talk Time
IN Breached SLA
IN Carried Over
IN Carried Over New
IN Closed
IN Desktop
IN EWT
IN Handled
IN Handled New
IN Handled Unique
IN Handled Unique %
IN IVR Abandoned
IN IVR Dropped
IN in IVR
IN Max Wait
IN Queue Abandoned
IN Queue Abandoned %
IN Queue Dropped
IN Queue Sh-Abandoned
IN Queue Sh-Abandoned %
IN Queued
IN Queued Unique
IN Received
IN Received New
IN Rejected
IN Remote Disconnected
IN Replied
IN Ringing
IN Ringing Abandoned
IN Ringing Dropped
IN Routed
IN Self Serviced
IN Svc Change Received
IN Svc Changed
IN Svc Level %
IN Svc Level Day %
IN Total Abandoned
IN Total Abandoned %
IN Total Talk Time
IN Transferred
IN Waiting
IN in Progress
IN on Hold
IN on Hold Unique
Logged In
Not Ready
OUT Abandoned
OUT Abandoned %
OUT Active
OUT Agent Disconnected
OUT Answered
OUT Answered %
OUT Avg Talk Time
OUT Dialed
OUT Handled
OUT in Progress
OUT IVR Abandoned
OUT IVR Abandoned %
OUT IVR Dropped
OUT Queue Abandoned
OUT Queue Abandoned %
OUT Queue Dropped
OUT Rejected
OUT Remote Disconnected
OUT Ringing
OUT Ringing Abandoned
OUT Ringing Dropped
OUT Routed
OUT Total Talk Time
OUT Transferred
OUT Unattended
OUT Unattended %
Occupancy
=== Ready ===