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en:module_manual:statistics:agent_details [2013/06/28 09:22] shixb created |
en:module_manual:statistics:agent_details [2018/10/19 09:13] (current) zhengtb |
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| - | 左侧列表，报表统计-->坐席服务明细，进入下图所示页面。 | + | ====== Agent Details ====== |
| + | |||
| + | ====== Function ====== | ||
| + | |||
| + | |||
| + | * Agent Details page is used to show statistics based agent, go to [[en:module_manual:statistics]] -> [[en:module_manual:statistics:agent_details]] | ||
| {{:en:module_manual:statistics:agent_details_page.jpg?768|Agent Details}} | {{:en:module_manual:statistics:agent_details_page.jpg?768|Agent Details}} | ||
| - | |||
| - | **模块功能：**统计出坐席某时间范围内的工作量，工作时长等信息，用于体现坐席的工作表现。 | ||
| - | {{:en:module_manual:statistics:agent_details_button.jpg?768|Agent Details}} | + | {{:en:module_manual:statistics:agent_details_button.jpg?768|Agent Details}} |
| - | 用于选择要统计的时间范围，即要看坐席哪个时间段内的表现情况。 | + | * Select the time range of the report |
| {{:en:module_manual:statistics:agent_details_select.jpg?768|Agent Details}} | {{:en:module_manual:statistics:agent_details_select.jpg?768|Agent Details}} | ||
| - | 选择统计条件，按团队？按组？按坐席？，选择数据的显示方式，是按年，月，周，日，小时哪一种模式列出数据。 | + | * Select how to list the result, view in page or export to excel/csv file |
| - | 确定将这个报表显示出来，还是导出xls或csv文档。 | + | ====== Statistics ====== |
| + | * **Agent No.** | ||
| + | * **Agent Name**：Account Name in Agent -> [[en:module_manual:user:agent&#advanced]] | ||
| + | * **Agent Group** | ||
| + | * **Call Date** | ||
| + | * **Dialin Count**: calls agent received, include calls from customer or transferred from other agents | ||
| + | * **Dialin Answered Count**: calls agent answered | ||
| + | * **Avg. Dialin Answered**: average talking time for inbound calls | ||
| + | * **Avg. Dialin Ringing**: average ringing time for inbound calls | ||
| + | * **Dialin Talking Duration**: total talking time for inbound calls | ||
| + | * **Dialin Duration**: total duration for inbound calls, including ringing | ||
| + | * **Dialout Count**: calls agent made | ||
| + | * **Dialout Answered Count**: calls agent made and answered | ||
| + | * **Avg. Dialout Answered**: average talking time for outbound calls | ||
| + | * **Avg. Dialout Ringing**: average ringing time for outbound calls | ||
| + | * **Dialout Talking Duration**: total talking time for outbound calls | ||
| + | * **Dialout Duration**: total outbound calls duration | ||
| + | * **Dialin Consult Count** total consult times for inbound calls | ||
| + | * **Avg. Dialin Consult**: average consult duration for inbound calls | ||
| + | * **Dialout Consult Count**: total consult times for outbound calls | ||
| + | * **Avg. Dialout Consult**: average consult duration for outbound calls | ||
| + | * **Dialin Conf Count**: total conference times for inbound calls | ||
| + | * **Avg. Dialin Conf**: average conference duration for inbound calls | ||
| + | * **Dialout Conf Count**: total conference times for outbound calls | ||
| + | * **Avg. Dialout Conf**: average conference times for outbound calls | ||
| + | * **Dialin Transfer Count**: transferred times for inbound calls | ||
| + | * **Dialout Transfer Count**: transferred times for outbound calls | ||
| + | * **ACW Count**: total ACW times | ||
| + | * **ACW Duration**: total ACW duration | ||
| + | * **Avg. ACW Duration**: average ACW duration | ||
| + | * **Onhold Count**: total times when agent put customer on hold | ||
| + | * **Avg. Onhold Duration**: average onhold duration | ||
| + | * **Login Duration**: total agent login duration | ||
| + | * **Check-in Duration**: total agent check-in duration | ||
| + | * **Check-in Duration/8**: usually agent will work 8 hrs per day, this is used to get the percentage of check-in time | ||
| + | * **Busy Duration**: duration when agent pause himself | ||
| + | * **Busy Percentage**: (Busy Duration / Check-in duration) x 100% | ||
| + | * **Lunch break Pause**: duration when agent pause himself as lunch break | ||
| + | * **Meeting Pause**: duration when agent pause himself as meeting | ||
| + | * **Rest Pause**: duration when agent pause himself as rest | ||
| + | * **Leave of absence Pause**: duration when agent pause himself as leave of absence | ||
| + | * **Training Pause**: duration when agent pause himself as training | ||
| + | * **Other Pause**: duration when agent pause himself as other | ||
| + | * **Auto Pause**: duration when agent is paused by system, this will happen when agent group enabled auto pause | ||
| + | * **Admin Pause**: duration when agent is paused by admin | ||
| + | * **Work Rate**: (talking duration + ACW duration)/login duration x 100% | ||
| + | * **Busy Rate**: (ringing duration + talking duration + ACW duration)/login duration x 100% | ||
| + | * **Efficiency**: (ringing duration + talking duration + ACW duration)/(login duration - pause duration) x 100% | ||
| + | * **Onhold Rate**: onhold count/(dialin count + dialout count) x 100% | ||
| + | * **Dialin Transfer Rate**: dialin transfer count/dialin answered count x 100% | ||
| + | * **Dialout Consult Rate**: dialout consult count/dialin answered count x 100% | ||
| + | * **CallRate Play Count**: number of times to enter the IVR agent score | ||
| + | * **CallRate Play Rate**: callrate play count/(dialin answered count + dialout answered count) x 100% | ||
| + | * **CallRate Input Count**: number of times to enter the IVR agent score and press the button | ||
| + | * **CallRate Input Rate**: callRate input count/callRate play count x 100% | ||
| + | * **CallRate Key 1 Rate**: enter the number of key 1 times/callrate input count x 100% | ||
| + | * **CallRate Key 2 Rate**: enter the number of key 2 times/callrate input count x 100% | ||
| + | * **CallRate Key 3 Rate**: enter the number of key 3 times/callrate input count x 100% | ||
| - | <note tip> **字段介绍** | ||
| - | * **姓名：**坐席工号所属帐号中的“姓氏”字段。 | ||
| - | * **呼入接听量：**坐席直接接听客户电话或者从其它坐席转接的电话的总量 | ||
| - | * **呼出接通量：**坐席拨打外线并且成功通话的总量 | ||
| - | * **总通话时长：**总通话时长（包含呼入呼出）。 | ||
| - | * **内线量：**内部坐席之间的拨打总量 | ||
| - | * **平均通话时长：**所有客户通话的平均通话时间 (包括呼入, 呼出) | ||
| - | * **平均事后处理时间：**该时段内呼入呼出的总事后工作时间 / 该时段内呼入呼出的总事后工作次数 | ||
| - | * **平均话务处理时间：**（该时段内呼入呼出的总通话时间 + 该时段内呼入呼出的总事后工作时间）/该时段内呼入接听量 + 该时段内外呼量 | ||
| - | * **平均振铃时长：**接通的电话振铃时长就是应答-开始，未接通的电话振铃时长=结束-开始。总的振铃时长/呼入电话次数即为平均振铃时长。 | ||
| - | * **咨询量：**拨打咨询电话的总次数。 | ||
| - | * **平均咨询时长：**咨询总时长/咨询总次数 | ||
| - | * **保持量：**坐席主动保持量，不包括咨询产生的保持 | ||
| - | * **平均保持时长：**保持总时长 / 保持量 | ||
| - | * **会议量：**发起会议的总次数。 | ||
| - | * **平均会议时长：**会议总时长/会议量。 | ||
| - | * **转接量：**转接电话的总次数。 | ||
| - | * **登录总时长：**每次登出时间-登录时间，即为登录时长。统计范围内的登录时长总和为登录总时长。 | ||
| - | * **就绪总时长：**坐席空闲状态等待接电话的时长 | ||
| - | * **置忙总时长：**坐席暂停总时长。 | ||
| - | * **置忙占比：**置忙时长/时间段长度 | ||
| - | * **午休暂停、会议暂停、小休暂停、请假暂停、培训暂停、其它暂停：**坐席主动申请暂停时选择的各种暂停原因分别需要暂停多少秒。 | ||
| - | * **管理员置忙时长：**管理者通过监控页面，所执行的坐席强制暂停。累计此暂停耗费多少秒。 | ||
| - | * **工作率：**(总通话时间 + 总事后处理时间) / 总登录时长 | ||
| - | * **坐席利用率：**(振铃时长+通话时长+话后时长)/登录时长 | ||
| - | * **有效率：**(振铃时长+通话时长+话后时长)/(签入时长-暂停时长) | ||
| - | * **坐席持线率：**保持次数/(呼入应答次数+呼出应答次数) | ||
| - | </note> | ||
