サービス別処理状況レポート
このレポートは、一般およびオーバーフロー宛先への、選択されたサービスに関連する受信コールの配信状況を表示します。特定のサービスに関連するコールの処理を行ったエージェントの各チームは、同サービスの個別の宛先として報告されます。特定のサービスに関連するコールのオーバーフローターゲットとして使われた外部の電話番号も同サービスの個別の宛先として報告されます。
このレポート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。
Note: If you run service reports for time periods when you had old or discontinued services, the names of these services will be displayed; this includes deleted services. The reports for these time periods will show that you had interactions as well as the service names you had at that time. Note that if you do not have any activity on these services within 30 days, the system will display the service names in italics; the system will not show the names at all after 90 days without activity.
Metric Descriptions
Number of Calls Answered
For the service, Number of Calls Answered is the total number of calls to this service that were answered.
For a destination, Number of Calls Answered is the number of calls to this service answered at the given destination.
Average Handling Time (Inbound)
This is the average time that answered calls to this service were handled regardless of the destination.
For a destination, Average Handling Time (Inbound) is the average time that answered calls to this service routed to the given destination were handled at that destination.
% Abandoned
For a destination, % Abandoned is the percentage of calls to this service routed to the given destination that were abandoned while ringing relative to total number of calls that requested this service and routed to that destination. Only the calls abandoned outside of service level threshold are counted.
For the service, % Abandoned is the percentage of calls to this service routed to all destinations that were abandoned while ringing relative to total number of calls that requested this service and routed to any destination. Only the calls abandoned outside of service level threshold are counted.