エージェントダッシュボードメトリック
エージェントダッシュボードで表示できる殆どのメトリックは、スーパーバイザーのデスクトップでリアルタイムメトリックビューでも表示できます。 メトリックの詳細 は、Bright Patternコンタクトセンターの スーパーバイザーガイドでご確認できます。ダッシュボードの一般設定については、チームをご覧ください。
エージェントダッシュボード特有のメトリックは、以下の通りです。特定のメトリックに関して別途記載がない限り、全てのメトリックは リセットタイムより計算されます。
AACW
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。
Dispositions
The number of interactions handled by the agent for the given service with the selected disposition. For more information about dispositions, see section Services and Campaigns - Dispositions tab.
左側のドロップダウンメニューからご希望のサービスを選択し、右側のメニューからご希望の対話結果を選択します。エージェントが処理した特定のサービスに関連する対話の数を表示するには、 処理したコールの総数を表示するというチェックボックスを選択します。
HR
The total number of interactions of the given service handled in the last hour. This metric is not counted for email services.
IN Handled
The number of inbound interactions that have been handled and completed by agents for the day.
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.
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 predefined service level threshold, relative to all replied emails; these include those replied to automatically and those replied to by the agent.
IN Transferred
The number of inbound interactions that have been transferred to an external service.
IN Waiting
The number of inbound calls currently in Queued state. This includes both inbound calls and callbacks dialed and answered by the customer.
OUT Call Rate
The current number of outbound calls being attempted by agents per minute.
OUT Dialed
The total number of outbound calls agents have placed for the day.
OUT Handled
The number of outbound interactions being handled and completed by agents, including non-replies via email.
OUT Routed
The number of outbound calls that were queued and then routed to agents for the day. If a call is routed to an agent more than once with the same service, it is counted multiple times.
SR
The percentage of interactions handled by the agent with dispositions indicating successful processing (dispositions of type Success) relative to all interactions handled by this agent. For more information about dispositions and their types, see section Services and Campaigns - Dispositions tab.
Service name
The name of the service for the related metric. Display of the service name is helpful if you intend to show any service-level metrics to the agents of this team and if this team provides multiple services.
メトリックのエージェントデスクトップアプリケーション上のスペースが限られているため、当該チームが複数のサービスを提供している場合、これらのサービスに関連するメトリックは1つのサービスにつき1回表示されます。
TR
The percentage of interactions handled by all agents of the given team with dispositions indicating successful processing (dispositions of type Success) relative to all interactions handled by those agents. For more information about dispositions and their types, see section Services and Campaigns - Dispositions tab.
Total Remaining
The total remaining records in active lists.