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cs:call-center:realtime-monitor [2019/04/18 08:05] liulj |
cs:call-center:realtime-monitor [2019/05/17 07:40] liulj [坐席监控] |
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| 行 13: | 行 13: | ||
| {{:cs:releasenote:cloudcallcenter57.png?nolink|技能组监控}} | {{:cs:releasenote:cloudcallcenter57.png?nolink|技能组监控}} | ||
| + | 指标说明： | ||
| + | |||
| + | ^指标^说明^ | ||
| + | |呼叫量|呼入进线量与呼出拨号量之和| | ||
| + | |接待量|呼入应答量与呼出接通量之和| | ||
| + | |进线量|来电总量| | ||
| + | |IVR进线量|接通并进入IVR的来电数量| | ||
| + | |技能组进线量|分配技能组的来电数量| | ||
| + | |应答量|坐席应答的来电数量| | ||
| + | |拨号量|呼出总量| | ||
| + | |接通量|接通的呼出通话数量| | ||
| + | |排队人数|当前排队人数| | ||
| + | |最大等待时长|当前排队队列中最大等待时长| | ||
| + | |在线坐席|签入呼叫中心的坐席数量| | ||
| + | |通话中坐席|正在通话（不包括振铃及拨号）的坐席数量| | ||
| + | |空闲坐席|空闲状态坐席数量| | ||
| + | |小休坐席|小休状态坐席数量| | ||
| + | |话后处理坐席|话后处理中坐席数量| | ||
| ===== 坐席监控 ===== | ===== 坐席监控 ===== | ||
| 行 18: | 行 36: | ||
| {{:cs:releasenote:cloudcallcenter58.png?nolink|坐席监控}} | {{:cs:releasenote:cloudcallcenter58.png?nolink|坐席监控}} | ||
| + | |||
| + | 总体指标说明： | ||
| + | |||
| + | ^指标^说明^ | ||
| + | |呼叫量|呼入进线量与呼出拨号量之和| | ||
| + | |接待量|呼入应答量与呼出接通量之和| | ||
| + | |进线量|来电总量| | ||
| + | |IVR进线量|接通并进入IVR的来电数量| | ||
| + | |技能组进线量|分配技能组的来电数量| | ||
| + | |应答量|坐席应答的来电数量| | ||
| + | |拨号量|呼出总量| | ||
| + | |接通量|接通的呼出通话数量| | ||
| + | |||
| + | 坐席指标说明： | ||
| + | |||
| + | ^指标^说明^ | ||
| + | |状态|当前状态| | ||
| + | |状态时长|当前状态持续时长| | ||
| + | |登录时长|签入时长| | ||
| + | |空闲时长|空闲状态持续时长| | ||
| + | |通话时长|今日通话时长| | ||
| + | |呼入|今日来电数量| | ||
| + | |应答|今日应答来电数量| | ||
| + | |呼出|今日呼出通话数量| | ||
| + | |接通|今日接通呼出通话数量| | ||