チーム内サービス別のレポート
このレポートは、指定されたチームの特定のエージェントを対象とするサービスコール処理メトリックを提供します。特定のサービスに関連するコールは個別に報告されます。指定されたチームに関連するサービスのみが含まれます。転送を含むダイレクトコールは、レポートの最後のセクションで個別に報告されます。
このレポートの対話に関連する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適用されます。エージェントのメールメトリックについては、 エージェントメールレポートをご利用ください。
Metric Descriptions
Number of Calls Handled
Number of Calls Handled is the total number of inbound calls to the given service handled by the agent.
Average Handling Time (Inbound)
Average Handling Time (Inbound) is the average handling time, including after call work, for inbound calls to the given service.
Number of Calls Made
Number of Calls Made is the total number of outbound calls associated with the given service handled by the agent.
Average Handling Time (Outbound)
Average Handling Time (Outbound) is the average handling time, including after call work, for outbound calls associated with the given service.
Number of Surveys
Number of Surveys is the number of surveys available for calls to the given service handled by the agent.
First Call Resolution %
First Call Resolution % is the percentage of surveys that indicated first call resolution relative to the total number of surveys available for calls to the given service handled by the agent.
Contact Satisfaction
Contact Satisfaction is the average of contact satisfaction marks from all surveys available for calls to the given service handled by the agent.
Net Promoter Score
The Net Promoter Score (NPS) is based on the results of surveys available for calls to the given service handled by the agent. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/
Agent Abandons
Agent Abandons is the number of inbound calls to the given service that the agent answered and terminated within 10 seconds.
Call Rejects / No Answer
Call Rejects / No Answer is the number of inbound calls to the given service that the agent rejected and/or did not answer.
Initiated Transfers
Initiated Transfers is the number of calls to the given service that the agent transferred.