提供: Bright Pattern Documentation
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リアルタイムメトリックの説明
リアルタイムメトリックは、コンタクトセンターの現在の状況を反映するために、リアルタイムで（数秒ごとに）継続的に更新されます。 システムは2種類のリアルタイムメトリックを提供します：累積的および瞬間的なメトリックです。
- 累積的なメトリックは、 コンタクトセンターの設定に従って過去24時間以内にリアルタイム統計がリセットされてから、特定の条件に一致する全てのイベントを含めます。 累積的なメトリック名の殆どは現在完了形の動詞で終わり、その説明文は現在完了形で記述されています（例えば、INキュー：サービスキューに入っている受信対話の件数）
- Instantaneous metrics only count the resources that match the described condition at the present moment. Most of the instantaneous metric names end with an adjective or a verb in the progressive form and their descriptions usually have words current or currently (e.g., IN Waiting: Number of inbound interactions that are currently waiting in the service queue). (Compare this example to the cumulative IN Queued metric.)
Names of many metrics have prefixes IN, OUT, or CB.
- Metrics whose names start with IN are related to inbound interactions.
- Metrics whose names start with OUT are related to outbound interactions. Unless explicitly stated otherwise in a metric description, these metrics count both regular outbound interactions made by agents (e.g., consult calls made with respect to inbound services) and campaign calls that may be dialed by the system and distributed to the agents when answered.
- Metrics whose names start with CB are related to inbound calls that selected the Virtual Queue option (i.e., callback requests).
For more detailed metric descriptions, follow these links:
Additionally, a list of All Real-Time Metrics and their definitions is available in the Reporting Reference Guide. Information About Real-Time Metrics, also located in the Reporting Reference Guide, provides general details about how these metrics function.