エージェント時間割当レポート
エージェント時間割当レポートは、選択したチームのエージェントがレポート対象期間においてログオン合計時間と比較してさまざまなアクティビティに使った時間を示します。
このレポートは、サポートされている全てのメディアタイプの対話を処理するエージェントに適用されます。ただし、このレポートでは、複数のメディアを合わせた環境のオムニチャンネルルーティング設定は考慮されていません。このレポートの全メトリックは一般のエージェント状態モデルに基づいており、つまり、エージェントが対話を処理していないと受付可能とみなされ、一方、エージェントがいずれかのメディアタイプの対話の処理を開始すると、100％話中'と見なされます。このモデルの詳細については、Bright Patternコンタクトセンターのエージェントガイドの 状態の説明と管理 をご覧ください。
Metric Descriptions
The metrics of this report are organized into columns, which are described as follows in the order in which they appear in the report.
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) and ready to handle calls.
Occupancy %
Occupancy % is the percentage of time that the agent spent handling calls (including after call work) relative to the total working time (i.e., handling calls and being ready to handle calls).
Busy (Inbound) %
Busy (Inbound) % is the percentage of time that 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 % is the percentage of time that the agent spent doing after call work relative to the total logon time.
Ready %
Ready % is the percentage of time that the agent was Ready relative to the total logon time.
All NR %
All NR % is the percentage of time that the agent was Not Ready for any reason relative to the total logon time.
Lunch NR %
Lunch NR % is the percentage of time that the agent was Not Ready for reason "Lunch" relative to the total logon time.
No answer NR %
No answer NR % is the percentage of time that the agent was in the forced Not Ready state after failing to answer an alerting service call relative to the total logon time.