呼叫中心术语.docVIP

呼叫中心术语 ACD---鏅鸿兘閫夋嫨搴у腑 BCMS---鍩烘湰鍛煎彨绠＄悊绯荤粺 鍛煎彨绠＄悊绯荤粺 --- CentreVu 鍛煎彨绠＄悊绯荤粺锛圕MS锛夊拰鍩烘湰鍛煎彨绠＄悊绯荤粺锛圔CMS Vu锛? VDN --铏氭嫙寮曞鍙风爜锛屽綋鍛煎叆鏉ョ數鏃讹紝VDN 浼氭妸鏉ョ數寮曞鍒癡ECTOR,铏氭嫙璺緞锛岀劧鍚庡湪vector 鎵ц涓€绯诲垪鍛戒护锛? 涔熷氨鏄妸鍛煎叆鍛煎彨寮曞鍒扮壒瀹氱殑寮曞鍒嗘満锛涗絾杩欎簺鍒嗘満鏄蒋鍒嗘満鍙凤紝娌℃湁鐗瑰畾鐨勮澶囧湴鍧€涓庝箣瀵瑰簲銆? pbx--璇煶浜ゆ崲鏈? 鍛煎彨涓績鏁板瓧鍖栫鐞嗕箣涓撲笟鏈涓嫳瀵圭収 鍛煎彨涓績鏁板瓧鍖栫鐞嗩€咰allcenter Management By the Numbers顎? 鍛煎彨涓績顎咰all Center顎? 浠庡€兼満鍛橆€員SR顎? 瀹㈡埛婊℃剰鎸囨暟顎咰SI顎? 鎶曡祫鍥炴姤鐜囶€哛OI顎? 瀹㈡埛缁堢敓浠峰€碱€咰LV顎? 浜ゆ崲鏈侯€哖BX顎? 鑷姩鍛煎彨鍒嗛厤绯荤粺顎咥CD顎? 浜や簰璇煶搴旂瓟绯荤粺顎咺VR顎? 璁＄畻鏈虹數璇濋泦鎴愮郴缁燁€咰TI顎? 鑱旂郴璺熻釜杞欢顎咰TS顎? 鍏崇郴绠＄悊鏁版嵁搴擃€哛DBMS顎? 鑷姩鍛煎彨鍒嗛厤绯荤粺顎咥CD 璇煶缃戠粶鏈嶅姟顎哣NS顎? 鏁版嵁缃戠粶鏈嶅姟顎咲NS顎? 绾胯矾鐩戝惉瑁呯疆顎哃MD顎? 鏁版嵁缁堢鐩戝惉瑁呯疆顎咲TMD顎? 闄勫甫鐩戞帶绯荤粺顎咥MD顎? 璁＄畻鏈鸿緟鍔╃數璇濊皟鏌ヮ€咰ATS顎? 瀹為檯宸ヤ綔鐜囶€咥dherence顎? 浜嬪悗澶勭悊鏃堕棿顎咥fter Call Work Time or Wrap鈥攗p Time顎? 骞冲潎鏀惧純鏃堕棿顎咥verage Abandonment Time顎? 骞冲潎鍗曞懠鎴愭湰顎咥verage Cost per Call顎? 鍛煎彨涓績杩愯惀鎴愭湰/鍏ㄦ椂鍊兼満鍛樺伐浣滄椂闂搭€咰ost/FTE顎? 骞冲潎閫氳瘽鏃堕棿顎咥verage Handle Time顎? 骞冲潎鎸佺嚎绛夊緟鏃堕棿顎咥verage Hold Time顎? 骞冲潎鎸搩娆℃暟顎咥verage Number of Ring顎? 骞冲潎鎺掗槦鏃堕棿顎咥verage Queue Time顎? 骞冲潎搴旂瓟閫熷害顎咥verage Speed of Answer顎? 骞冲潎閫氳瘽鏃堕棿顎咥verage Talk Time顎?average handle time 骞冲潎鍗曞懠鎴愭湰顎咥verage cost per contact顎? 姣忓皬鏃跺懠鍙鏁邦€咰alls per Hour顎? 鐩戝惉鍒嗗€碱€哅onitoring Scores顎? 鍗犳湁鐜囶€哋ccupancy Rate顎? 鍛煎彨鏀惧純鐜囶€哖ercent Abandon顎? 鍊兼満鍛樺埄鐢ㄧ巼顎哖ercent Agent Utilization顎? 鍑哄嫟鐜囶€哖ercent Attendance顎? 蹇欓煶鐜囶€哖ercent Blocked Call顎? 涓€娆℃€цВ鍐抽棶棰樼殑鍛煎彨鐜囶€哖ercent Calls Handled on the First Call顎? 闃熷垪鏀剧疆鐜囶€哖ercent of Calls Placed in Queue顎? 杞帴鍛煎彨鐜囶€哖ercent of Calls Transferred顎? 鐢佃瘽鍝嶅簲鐧惧垎姣旑€哖ercent Offered Calls Answe 骞冲潎閫氳瘽鏃堕棿顎咥verage Handle Time顎? 骞冲潎鎸佺嚎绛夊緟鏃堕棿顎咥verage Hold Time顎? 骞冲潎鎸搩娆℃暟顎咥verage Number of Ring顎? 骞冲潎鎺掗槦鏃堕棿顎咥verage Queue Time顎? 骞冲潎搴旂瓟閫熷害顎咥verage Speed of Answer顎? 骞冲潎閫氳瘽鏃堕棿顎咥verage Talk Time顎?average handle time 骞冲潎鍗曞懠鎴愭湰顎咥verage cost per contact顎? 姣忓皬鏃跺懠鍙鏁邦€咰alls per Hour顎? 鐩戝惉鍒嗗€碱€哅onitoring Scores顎? 鍗犳湁鐜囶€哋ccupancy Rate顎? 鍛煎彨鏀惧純鐜囶€哖ercent Abandon顎? 鍊兼満鍛樺埄鐢ㄧ巼顎哖ercent Agent Utilization顎?