Liste de métriques

Cette page contient la liste des métriques disponibles dans l’application CXone Dashboard, cliquez sur une métrique pour en savoir plus.

  • ACD - Near Real Time Metrics

  • Agents Available
  • Agents Logged In
  • Agents Unavailable
  • Agents Working
  • Agents in ACW
  • Callbacks InQueue
  • In Queue
  • Longest In Queue
  • Longest Unavailable
  • Longest Wait
  • Longest Working
  • On Hold
  • Digital Experience Metrics

  • % Focus Time
  • Agt Contact Duration
  • AHT
  • Agent FRT
  • Agt Contacts w/ FRT
  • Avg Agent FRT
  • Avg Contact FRT
  • Agent Response Count
  • Avg Agent Responses
  • Avg Customer Resp
  • Avg FollOn Resp Time
  • Avg Resolution Time
  • Contacts Closed
  • Contacts Opened
  • Contact FRT
  • Contact FRT Count
  • Customer Resp. Count
  • Digital Abandon
  • Follow-on Resp Count
  • Follow-on Resp Time
  • Focus Count
  • Focus Time
  • Handle Time
  • Handled
  • New Contacts
  • Open Contacts
  • Pending Contacts
  • Resolution Time
  • Resolved Contacts
  • Tags Count
  • CXone QM Metrics

  • % Evals Completed
  • % Evals Appealed
  • Avg Quality Score
  • Appealed Expired
  • Raw Quality Score
  • Completed Deleted
  • No. Evals Completed
  • Deleted Evaluations
  • No. Evals Appealed
  • Expired Evaluations
  • Max Possible Points
  • Pending Evaluations
  • Raw Score
  • Replaced Interactions
  • Total Evals Completed
  • All Evaluations
  • Score Earned
  • CXone Guide Metrics
  • Avg CNV Value
  • Conversion Value
  • Conversions
  • Engaged CNV Rate
  • Engagements
  • Clickthroughs
  • Clickthrough Rate
  • Displayed Offers
  • Failed Offers
  • Ignored Offers
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