エージェントパフォーマンスレポート
エージェントパフォーマンスレポートには、選択したエージェントの重要業績評価指標の経時変化が表示されます。
このレポートでの対話関連の全てのメトリックは、コールおよびチャットメディアタイプに対して計算されます。エージェントのメールメトリックの場合、 エージェントメールレポートをご利用ください。
メトリックの説明
このレポートのメトリックは、レポートで表示される順序で、以下の通り列に分けられます。
稼働率 %
稼働率 % は、作業合計時間（つまり、コールの処理時間、受付可能状態の時間）に対する、エージェントがコールの処理に使った時間（後処理時間を含む）の割合を指します。
オファーされたコール件数
オファーされたコール件数は、エージェントに対して提供された受信コールの件数を指します。これには、ダイレクトコール、内部コール、およびサービスが割り当てられなかったコールが含まれます。 オファーとは、 コールの接続シナリオブロックを通ったコールを意味します。これにはキャンペーンコールが含まれておりません。
Number of Calls Handled
Number of Calls Handled refers to the number of inbound calls handled by the agent.
Average Handling Time (inbound)
Average Handling Time (inbound) refers to the average time, including after call work and hold times, the agent handled the inbound calls.
Number of Calls Made
Number of Calls Made is the number of outbound calls handled by this agent, including campaign calls.
Average Handling Time (outbound)
Average Handling Time (outbound) refers to the average time, including after call work (ACW) and hold times, that the agent handled the outbound calls. This metric includes campaign calls.
Total Logon Time
Total Logon Time is the total time that the agent was logged on during the reporting interval.
Total Working Time
Total Working Time is the total time that the agent was either handling calls (including after call work) or was ready to handle calls.
Call Rejects / No Answer
Call Rejects / No Answer refers to the number of calls that the agent rejected and/or did not answer.
Initiated Transfers
Initiated Transfers is the number of calls that the agent transferred.
Number of Surveys
This metric gives the number of surveys available for calls handled by the agent during the reporting interval.
First Call Resolution %
First Call Resolution % refers to the percentage of surveys that indicated first call resolution relative to total number of surveys available for calls handled by the agent during the reporting interval.
Contact Satisfaction
Contact Satisfaction is the average of contact satisfaction marks from all surveys available for calls handled by the agent during the reporting interval.
Net Promoter Score
The Net Promoter Score (NPS) is based on the results of surveys available for calls handled by the agent during the reporting interval.
Ready %
Ready % is the percentage of time that the agent was ready relative to the total logon time.
Busy (Inbound) %
Busy (Inbound) % is the percentage of time the agent was engaged in inbound calls relative to the total logon time. This metric includes hold times but does not include ringing time or after call work time.
Busy (Outbound) %
Busy (Outbound) % is the percentage of time that the agent was engaged in outbound calls, including campaign calls, relative to total logon time. This metric includes dialing time and hold times but does not include after call work time.
Average Ringing Time
Average Ringing Time is the average time that the agent’s phone was ringing before calls were answered, abandoned, rejected, or timed out due to no answer. It also includes dialing time for non-campaign outbound calls.
After Call Work %
After Call Work % refers to the percentage of time that the agent spent doing after call work relative to total logon time.