ダッシュボードメトリック
ダッシュボードはリアルタイムメトリックを使うことで、エージェントとスーパーバイザーが重要な作業エリアを簡単に監視できるようにします。ダッシュボードのメトリック名は、略語としてエージェントデスクトップのコンテキスト情報エリアの上に表示されます。以下は、これらの略語、対応するメトリック名（括弧内）、およびそれらの定義を含むリストです。
ご注意: このリストに含まれる略語は、 対話結果 および サービス名などを含んで、管理者が変更できます。以下のメトリックの略語は既定の略語です。エージェントデスクトップのバージョンにリストされていない略語が表示される場合は、正しい定義についてスーパーバイザー/管理者に問い合わせてください。
AACW (平均後処理時間)
エージェントが後処理作業（ACW）に費やす1日あたりの平均時間です。
CH (IN 応答回数)
エージェントがその日に処理および完了した受信対話の件数です。
CM (OUT ダイヤル)
エージェントが1日で行った発信コールの件数です。
CR (OUT コールレート)
エージェントが1分間に試行している現在の発信コール件数です。
CRA (OUT エージェントへのルーティング)
1日でキューに入れられ、エージェントにルーティングされた発信コールの件数です。コールが同じサービス内でエージェントに複数回ルーティングされる場合、コールは複数回カウントされます。
CT (IN Transferred)
The number of inbound interactions that have been transferred to an external service.
Dispositions
Labels used to categorize the results of interaction attempts and are a subcategory of Service Name metrics.
Dispositions are customized and defined by your contact center administrator but the system does provide pre-defined dispositions. For example, dispositions for an email service might include "Spam" or "Problem solved." The total number of dispositioned transactions can be tracked and monitored.
HR (Call Handling Rate Per Hour)
The average of all calls made per agent per hour.
OCH (OUT Handled)
The number of outbound interactions being handled and completed by agents, including non-replies via email.
Q (IN Waiting)
The number of inbound calls currently in Queued state. This includes both inbound calls and callbacks dialed and answered by the customer.
RR (Total Remaining)
The total remaining records in active lists.
Service Name
The text on the left of the Dashboard.
The service name is the service type you are viewing metrics for. For example, a Dashboard displaying, "EmailService | WT: 25 | Q: 25," means for the service "EmailService" the maximum wait time (WT) is currently 25 minutes and the number of emails in queue (Q) is 25.
SLA (IN Svc Level %)
The percentage of calls answered before the threshold time (30 seconds by default) calculated over most recent 20 calls (short abandoned calls are excluded).
For email interactions, it is the percent of emails replied to within the pre-defined service level threshold, relative to all replied emails; these include those replied to automatically and those replied to by the agent.
SR (My Success Rate)
The percentage of calls handled per agent that received the Success type disposition type divided by the total number of calls with this service. This metric is calculated for all services the agent handles.
TR (My Team Team Success Rate)
The percentage of calls handled per team that received the Success type disposition type divided by the total number of calls with this service. This metric is calculated with break-downs per service and per team.
WT (IN Max Wait)
The current wait time of the email that has been waiting in the queue the longest time (and is still waiting), compared to all other emails currently waiting in the same queue. This includes service closure hours and is available for both Push and Pull distribution modes.
Note that for email services this metric is updated once per hour. Note that an interaction can be requeued for another service either automatically or manually. In this case, the metric shows the interaction for the service it is currently waiting for but calculates the total waiting time since the moment the interaction entered the first service queue.