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--- en:module_manual:statistics:agent_group_details [2013/06/28 08:57] – created shixb
+++ en:module_manual:statistics:agent_group_details [2014/04/02 01:21] (current) – [Statistics] solo
@@ Line 1: / Line 1: @@
-====== 坐席组服务明细 ======
+====== Agent Group Details ======
-左侧列表，报表统计-->坐席组服务明细，进入下图所示页面。
+Agent group details is used to show statistics for a given agent group, go to [[en:module_manual:statistics]] -> [[en:module_manual:statistics:agent_group_details]]
 {{:en:module_manual:statistics:agent_group_details_page.jpg?768|Agent Group Details Page}}
-**模块功能：**统计出坐席组的话务工作情况。
 {{:en:module_manual:statistics:agent_group_details_button.jpg?768|Agent Group Details Page}}
-用于选择要统计的时间范围，即要看哪个时间段内的话务情况。
+  * Select the time range of the report
 {{:en:module_manual:statistics:agent_group_details_select.jpg?768|Agent Group Details Page}}
-选择统计条件，设置数据显示方式（按全部，年，月，周，日，小时），选择查看报表还是导出报表。
-===== 字段介绍 =====
+  * Select how to list the result, view in page or export to excel/csv file
-  * **呼入总量：**呼入电话的总次数。
-  * **呼入接通量：**呼入电话中，有多少已被坐席应答。
-  * **呼入接通率：**呼入接通量/呼入总量
-  * **呼入平均通话时长：**呼入通话时长/呼入接通量
-  * **呼入坐席平均振铃时长：**呼入电话振铃时长/呼入振铃次数
-  * **平均排队时长：**呼入应答电话的等待时长/呼入接通量
-  * **10秒内接听水平：**10秒内接听量/(10秒内接听量+15秒内接听量+20秒内接听量+30秒内接听量+60秒内接听量+60秒外接听量)
-  * **15秒内接听水平：**(10秒内接听量+15秒内接听量)/(10秒内接听量+15秒内接听量+20秒内接听量+30秒内接听量+60秒内接听量+60秒外接听量)
-  * **20秒内接听水平：**(10秒内接听量+15秒内接听量+20秒内接听量)/(10秒内接听量+15秒内接听量+20秒内接听量+30秒内接听量+60秒内接听量+60秒外接听量)
-  * **30秒内接听水平：**(10秒内接听量+15秒内接听量+20秒内接听量+30秒内接听量)/(10秒内接听量+15秒内接听量+20秒内接听量+30秒内接听量+60秒内接听量+60秒外接听量)
-  * **60秒内接听水平：**(10秒内接听量+15秒内接听量+20秒内接听量+30秒内接听量+60秒内接听量)/(10秒内接听量+15秒内接听量+20秒内接听量+30秒内接听量+60秒内接听量+60秒外接听量)
-  * **60秒外接听水平：**60秒外接听量/(10秒内接听量+15秒内接听量+20秒内接听量+30秒内接听量+60秒内接听量+60秒外接听量)
-  * **呼入通话总时长：**呼入振铃总时长+呼入通话总时长
-  * **呼出总量：**呼出电话的总次数。
-  * **呼出接通量：**呼出电话中，客户接通电话的次数。
-  * **呼出接通率：**呼出接通量/呼出总量
-  * **呼出客户平均振铃时长：**呼出电话振铃时长/呼出振铃次数
-  * **呼出平均通话时长：**呼出通话时长/呼出接通量
-  * **呼出通话总时长：**呼出振铃总时长+呼出通话总时长
-  * **呼入咨询量：**呼入应答的电话中，产生咨询通话的次数。
-  * **呼出咨询量：**呼出应答的电话中，产生咨询通话的次数。
-  * **呼入会议量：**呼入应答的电话中，产生会议通话的次数。
-  * **呼出会议量：**呼出应答的电话中，产生会议通话的次数。
-  * **话后处理量：**通话结束后，产生话后的次数。
-  * **话后处理平均时长：**话后时长/话后处理量
-  * **保持量：**应答通话过程中，坐席触发保持通话的次数。
-  * **平均保持时长：**保持时长/保持量。
-  * **放弃量：**客户应答后，未能等到坐席为其服务，选择直接挂机。
-  * **平均放弃时长：**放弃时长/放弃量
-  * **呼入放弃率：**放弃量/呼入总量
-  * **呼入转接量：**客户与坐席通话后，坐席将客户转接给其它坐席或外线分机
-  * **呼入转接率：**呼入转接量/呼入接通量
-  * **呼入咨询率：**呼入咨询量/呼入接通量
-  * **呼入会议率：**呼入会议量/呼入接通量
-  * **保持率：**保持量/呼入接通量
-  * **平均应答速度：**(呼入应答通话的振铃时长+呼入应答通话的等待时长)/呼入接通量
-  * **平均话务处理时长：**(呼入通话时长+话后处理时长)/呼入接通量
-  * **平均振铃次数：**呼入振铃总次数/呼入接通量
+===== Statistics =====
+  * **Dialincount**: Total number of inbound calls
+  * **Dialinansweredcount**: Answered calls number of inbound calls
+  * **DianinAnsRate：** (Dialinansweredcount / Dialincount) x 100%
+  * **DialinAvgSec**: Agent Talking/Dialincount
+  * **AgentRingAvgSec**: Inbund Ringing/Dialincount
+  * **AvgQueueSec**: Waiting time of answered calls/Dialinansweredcount
+  * **AnsweredIn10Rate**: AnsweredIn10Rate/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate)
+  * **AnsweredIn15Rate**: (AnsweredIn10Rate+AnsweredIn15Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate)
+  * **AnsweredIn20Rate**: (AnsweredIn10Rate+AnsweredIn15Rate+AnsweredIn20Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate)
+  * **AnsweredIn30Rate**: (AnsweredIn10Rate+AnsweredIn15Rate+AnsweredIn20Rate+AnsweredIn30Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate)
+  * **AnsweredIn60Rate**: (AnsweredIn10Rate+AnsweredIn15Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate)
+  * **AnsweredOut60Rate**: AnsweredOut60Rate/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate)
+  * **Dialinbillsec**: ringing and talking time of inbound calls
+  * **Dialoutcount**: total number of outbound calls
+  * **Dialoutansweredcount**: answered calls number in outbound calls
+  * **DialoutAnsRate**: Dialoutansweredcount/Dialoutcount x 100%
+  * **DialoutAvgRingSec**: Totoal ring duration of outbound calls / Dialoutcount
+  * **DailoutAvgAnswerSec**: Total answered time of outbund calls / Dialoutansweredcount
+  * **DialoutBillsec**: Totoal answered time of outbound calls
+  * **Dialinconsultcount**: Total agent consult number of inbound calls
+  * **Dialoutconsultcount**: Total agent consult number of outbound calls
+  * **Dialinconfcount**: Total agent conference number of inbound calls
+  * **Dialoutconfcount**: Total agent conference number of outbound calls
+  * **followupcount**: Total number of ACW
+  * **followupsecAvg**: Average duration of ACW
+  * **onholdcount**: Total number when agent put a call on hold
+  * **onholdsecAvgt**: Average onhold duration
+  * **giveupcount**: Total number of abandon calls
+  * **dialingiveupAvg**: Average waiting time for abandon calls in inbound calls,
+  * **giveuprate**: giveupcount/dialincound x 100%
+  * **dialintransfer**: total transfer number for inbound calls
+  * **dialouttransfer**: total transfer number for outbound calls
+  * **dialintransferrate**: dialintransfer/Dialinansweredcount x 100%
+  * **dialinconsultrate**: Dialinconsultcount/Dialinansweredcount x 100%
+  * **dialinconfrate**: Dialincoufcount/Dialinansweredcount x 100%
+  * **onholdrate**: onholdcount/Dialinansweredcount  x 100%
+  * **dialinspeedAvg**: Total waiting time/dialinansweredcount
+  * **callhandleAvg**: total talking time + total ACW time / dialinansweredcount
+  * **dialinavgringvolume**: total ringing time of answered calls / dialinansweredcount

en/module_manual/statistics/agent_group_details.1372409873.txt.gz · Last modified: 2017/12/12 03:11 (external edit)

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