提供: Bright Pattern Documentation
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バーチャルキュー(コールバック)レポート
このレポートは、選択したサービスに関連する バーチャルキューのメトリックセットを提供します。特定のメトリックに関して別段の定めがない限り、この表に記載されている コールバックは、指定されたサービスに関して行われたコールバック試行として解釈されます。コールバックの試行は、当該の受信コールがシステムに入った集約間隔でカウントされます。
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。
| Metric Name | Description |
| Callbacks Requested | Number of calls queued for this service that requested callbacks (i.e., selected the Virtual Queue option). |
| % | Percentage of calls queued for this service that requested callbacks relative to all incoming calls except the ones abandoned in IVR or short abandoned. |
| Callbacks Busy | Number of callbacks that failed because the called party was busy. |
| % | Percentage of callbacks that failed because the called party was busy relative to all callbacks that have been attempted. |
| Callbacks No Answer | Number of callbacks that failed because the called party did not answer. |
| % | Percentage of callbacks that failed because the called party did not answer relative to all callbacks that have been attempted. |
| Callbacks Answered | Number of callbacks that were answered by the called party. |
| % | Percentage of callbacks that were answered by the called party relative to all callbacks that have been attempted. |
| Avg Wait Time to Callback | Average callback wait time (i.e., time between the callback requests and the related initial callback attempts). |
| Avg Callback Dialing Time | Average callback answer time (i.e., time between the moments when callback attempts were initiated and the customers answered them). |
| Avg Agent Answer Time | Average callback connection time (i.e., time between the moments when customers answered callback attempts and were connected to the agents). |
| Callbacks Abandoned | Number of callbacks that were answered by customers and then abandoned by them while waiting for an agent (in queue or ringing). |
| % | Percentage of callbacks abandoned relative to all callbacks that have been attempted. |