サービスメトリックレポート
このレポートには、選択した受信サービスの主要業績評価指標の完全なセットが提供されます。
このレポートの関連メトリックは、コールおよび /またはチャットメディアタイプに対して計算されます。メールサービスメトリックの場合、 メールサービスレポートをご利用ください。
ご注意: 実行するレポートの対象期間には、古いサービスまたは廃止されたサービスが含まれる場合、これらのサービス名が表示されます。削除されたサービスも表示されます。これらの期間を対象とするレポートには、サービス名だけでなく、対話も表示されます。サービスで30日以内にアクティビティがない場合、システムはサービス名を斜体で表示します。アクティビティが90日以上なかった場合、サービス名は表示されません。
メトリックの説明
受信コールの件数
受信コールの件数は、指定されたレポートの対象期間中に特定のサービスを要求したコールまたはチャットの合計件数を示します。
コールが到着時にサービスを要求し、内部で同サービスに転送される場合、このコールは、メトリックで2回カウントされます。同様に、チャット対話が到着時にサービスを要求し、内部で同サービスに転送された場合、このチャットはメトリックで2回カウントされます。
転送として受信
音声通話の場合のみ、 転送として受信は、転送を通じてこのサービスを要求したコールの件数を示します。
サービスレベル
サービスレベル とは、応答および放棄された全てのコール/チャット（以下のしきい値内に放棄されたコール /チャットを除く）に対して、定義済みのサービスレベルしきい値内で応答された特定のサービスコールまたはチャットの割合です。
セルフサービス
音声コールの場合のみ、 セルフサービスとは、IVRアプリケーションによって処理された」コールの件数です (セルフサービス利用 シナリオブロックの実行による表示)。
%
音声コールの場合のみ、%とは、特定のサービスを要求したコールの合計件数に対するIVRアプリケーションにより処理されたコールの割合です。
IVR中に放棄された対話の件数
このメトリックは、キューに入る前に（つまり、IVRステージにある間に）放棄されたコール /チャットの件数を示します。
%
% は、特定のサービスを要求したコールの合計件数のうち、IVR中に放棄された特定のサービスに関連するコール /チャットの割合を示します。
キューに入った対話の件数
キューに入った対話の件数は、バーチャルキューオプションを選択したコール /チャットを含む、キューに入ったサービスコール /チャットの件数を示します。
%
% is the percentage of calls/chats to this service that entered the queue relative to total number of calls/chats that requested this service.
Abandoned
Abandoned is the number of calls/chats to this service that abandoned after they were placed in the service queue. Note that if the Service Level is configured for this service, this metric will exclude the calls that abandoned within the service level threshold (i.e., short abandoned calls).
This metric includes:
- Calls that were abandoned while ringing
- Chats that were closed after the chat interaction was initiated
- Calls that selected the Virtual Queue option (i.e., a callback was requested), and
- Did not answer when called back, or
- Were busy when called back, or
- Answered when called back but hung up before being connected to the agent
%
% is the percentage of calls/chats to this service that were abandoned outside of the service level threshold relative to the total number of calls/chats that requested this service except the calls/chats abandoned within the service level threshold.
Abandonment Time, Average
Abandonment Time, Average is the average time that the abandoned calls/chats to this service spent waiting in the service queue. For voice calls, Abandonment Time, Average could be the average time that the call was ringing before being abandoned (excluding calls abandoned within the service level threshold).
Overflow
Overflow is the number of calls/chats to this service that were routed to overflow destinations.
%
% is the percentage of calls/chats to this service that were routed to overflow destinations relative to the total number of calls/chats that requested this service.
Answered
Answered is the number of calls/chats to this service that were accepted by agents, including calls that selected the Virtual Queue option, answered when called back, and were connected to agents.
%
% is the percentage of calls/chats to this service that were answered by agents relative to total number of calls/chats that requested this service.
Average Speed of Answer
Average Speed of Answer is the average time that answered calls/chats spent waiting in the service queue and ringing the desktop before being accepted.
Average Handling Time (Inbound)
Average Handling Time (Inbound) is the average time that answered calls/chats to this service were handled by agents, including hold time and after-call-work time.
Average Talk Time (Inbound)
Average Talk Time (Inbound) is the average talk/chat time for the calls/chats to this service that were accepted.
Average Hold Time (Inbound)
For voice calls, Average Hold Time (Inbound) is the average hold time for the calls to this service that were put on hold at any time during their handling. For chats, Average Hold Time (Inbound) is the average time in between chat replies.
Average Wrap-up Time (Inbound)
Average Wrap-up Time (Inbound) is the average after-call-work time for the calls/chats to this service.
Number of Calls Made
Number of Calls Made is the number of outbound calls/chats associated with this service, including unanswered calls/chats.
Average Handling Time (Outbound)
For voice calls only, Average Handling Time (Outbound) is the average time that answered outbound calls associated with this service were handled by agents. This metric includes hold time and after-call-work time, but it does not include dialing time.
Average Talk Time (Outbound)
For voice calls only, Average Talk Time (Outbound) is the average talk time for the outbound calls associated with this service.
Average Wrap-up Time (Outbound)
For voice calls only, Average Wrap-up Time (Outbound) is the average after-call-work time for outbound calls associated with this service.
Number of Surveys
These are the number of surveys available for calls (both inbound and outbound) and chats associated with this service.
First Call Resolution %
This is the percentage of surveys that indicated first-call or first-chat resolution relative to the number of surveys where the first-call or first-chat resolution received a response.
Contact Satisfaction
Contact Satisfaction is the average of contact satisfaction marks from all surveys where the contact satisfaction question received a response.
Net Promoter Score
The Net Promoter Score (NPS) is based on the results of surveys available for calls/chats associated with this service. For more information about NPS, see < 前へ | 次へ >">http://www.netpromoter.com/why-net-promoter/know/