Differences
This shows you the differences between two versions of the page.
| Both sides previous revision Previous revision Next revision | Previous revision | ||
|
en:module_manual:statistics:agent_group_details [2014/04/02 00:36] solo |
en:module_manual:statistics:agent_group_details [2017/12/12 03:05] (current) |
||
|---|---|---|---|
| Line 14: | Line 14: | ||
| ===== Statistics ===== | ===== Statistics ===== | ||
| - | * **呼入总量：**呼入电话的总次数。 | + | * **Dialincount**: Total number of inbound calls |
| - | * **呼入接通量：**呼入电话中，有多少已被坐席应答。 | + | * **Dialinansweredcount**: Answered calls number of inbound calls |
| - | * **呼入接通率：**呼入接通量/呼入总量 | + | * **DianinAnsRate：** (Dialinansweredcount / Dialincount) x 100% |
| - | * **呼入平均通话时长：**呼入通话时长/呼入接通量 | + | * **DialinAvgSec**: Agent Talking/Dialincount |
| - | * **呼入坐席平均振铃时长：**呼入电话振铃时长/呼入振铃次数 | + | * **AgentRingAvgSec**: Inbund Ringing/Dialincount |
| - | * **平均排队时长：**呼入应答电话的等待时长/呼入接通量 | + | * **AvgQueueSec**: Waiting time of answered calls/Dialinansweredcount |
| - | * **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) | + | * **AnsweredIn10Rate**: AnsweredIn10Rate/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate) |
| - | * **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) | + | * **AnsweredIn15Rate**: (AnsweredIn10Rate+AnsweredIn15Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate) |
| - | * **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) | + | * **AnsweredIn20Rate**: (AnsweredIn10Rate+AnsweredIn15Rate+AnsweredIn20Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate) |
| - | * **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) | + | * **AnsweredIn30Rate**: (AnsweredIn10Rate+AnsweredIn15Rate+AnsweredIn20Rate+AnsweredIn30Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate) |
| - | * **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) | + | * **AnsweredIn60Rate**: (AnsweredIn10Rate+AnsweredIn15Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate) |
| - | * **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) | + | * **AnsweredOut60Rate**: AnsweredOut60Rate/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate) |
| - | * **呼入通话总时长：**呼入振铃总时长+呼入通话总时长 | + | * **Dialinbillsec**: ringing and talking time of inbound calls |
| - | * **呼出总量：**呼出电话的总次数。 | + | * **Dialoutcount**: total number of outbound calls |
| - | * **呼出接通量：**呼出电话中，客户接通电话的次数。 | + | * **Dialoutansweredcount**: answered calls number in outbound calls |
| - | * **呼出接通率：**呼出接通量/呼出总量 | + | * **DialoutAnsRate**: Dialoutansweredcount/Dialoutcount x 100% |
| - | * **呼出客户平均振铃时长：**呼出电话振铃时长/呼出振铃次数 | + | * **DialoutAvgRingSec**: Totoal ring duration of outbound calls / Dialoutcount |
| - | * **呼出平均通话时长：**呼出通话时长/呼出接通量 | + | * **DailoutAvgAnswerSec**: Total answered time of outbund calls / Dialoutansweredcount |
| - | * **呼出通话总时长：**呼出振铃总时长+呼出通话总时长 | + | * **DialoutBillsec**: Totoal answered time of outbound calls |
| - | * **呼入咨询量：**呼入应答的电话中，产生咨询通话的次数。 | + | * **Dialinconsultcount**: Total agent consult number of inbound calls |
| - | * **呼出咨询量：**呼出应答的电话中，产生咨询通话的次数。 | + | * **Dialoutconsultcount**: Total agent consult number of outbound calls |
| - | * **呼入会议量：**呼入应答的电话中，产生会议通话的次数。 | + | * **Dialinconfcount**: Total agent conference number of inbound calls |
| - | * **呼出会议量：**呼出应答的电话中，产生会议通话的次数。 | + | * **Dialoutconfcount**: Total agent conference number of outbound calls |
| - | * **话后处理量：**通话结束后，产生话后的次数。 | + | * **followupcount**: Total number of ACW |
| - | * **话后处理平均时长：**话后时长/话后处理量 | + | * **followupsecAvg**: Average duration of ACW |
| - | * **保持量：**应答通话过程中，坐席触发保持通话的次数。 | + | * **onholdcount**: Total number when agent put a call on hold |
| - | * **平均保持时长：**保持时长/保持量。 | + | * **onholdsecAvgt**: Average onhold duration |
| - | * **放弃量：**客户应答后，未能等到坐席为其服务，选择直接挂机。 | + | * **giveupcount**: Total number of abandon calls |
| - | * **平均放弃时长：**放弃时长/放弃量 | + | * **dialingiveupAvg**: Average waiting time for abandon calls in inbound calls, |
| - | * **呼入放弃率：**放弃量/呼入总量 | + | * **giveuprate**: giveupcount/dialincound x 100% |
| - | * **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 | + | * **dialintransfer**: total transfer number for inbound calls |
| - | * **呼入转接率：**呼入转接量/呼入接通量 | + | * **dialouttransfer**: total transfer number for outbound calls |
| - | * **呼入咨询率：**呼入咨询量/呼入接通量 | + | * **dialintransferrate**: dialintransfer/Dialinansweredcount x 100% |
| - | * **呼入会议率：**呼入会议量/呼入接通量 | + | * **dialinconsultrate**: Dialinconsultcount/Dialinansweredcount x 100% |
| - | * **保持率：**保持量/呼入接通量 | + | * **dialinconfrate**: Dialincoufcount/Dialinansweredcount x 100% |
| - | * **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 | + | * **onholdrate**: onholdcount/Dialinansweredcount x 100% |
| - | * **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 | + | * **dialinspeedAvg**: Total waiting time/dialinansweredcount |
| - | * **平均振铃次数：**呼入振铃总次数/呼入接通量 | + | * **callhandleAvg**: total talking time + total ACW time / dialinansweredcount |
| + | * **dialinavgringvolume**: total ringing time of answered calls / dialinansweredcount | ||
