예측 라우팅 대기열 세부정보 보기

평균 처리 시간(AHT 차이 %) 

Indicates the percentage difference in the amount of handling time of interactions that routed using predictive routing compared with the amount of handling time of interactions that routed using non-predictive routing methods during the selected time period.

When a queue supports more than one media type, a breakdown of the AHT Difference % per media type appears in addition to the AHT Difference % value. 

AHT 차이 %는 각 미디어 유형 %의 합계 또는 평균과 일치하지 않습니다. 

Indicates the difference in the AHT value between the interactions that routed using predictive routing and the interactions that routed without predictive routing, during the selected date range per interaction. This value appears in hours, minutes, and seconds.

AHT 차이 값은 특정(단일) 미디어 유형 대기열에 대해서만 표시됩니다.

If a queue includes more than one media type, a breakdown of the AHT difference per media type appears. 

선택한 기간 동안 예측 라우팅을 사용할 때 절약된 처리 시간을 나타냅니다.

절약된 시간은 예측 라우팅을 사용하여 총 상호작용 수에 지정된 날짜 범위에 대한 AHT 차이를 곱하여 계산됩니다. 

When a queue supports more than one media type, a breakdown of the data according to media type also appears below the Time saved table. 

Indicates the total number of interactions that routed with predictive routing, compared with the number handled by other routing methods. 

For example, in the Single media queue image below, 1010 is the total number of interactions that routed with predictive routing, and 2535 is the total number of interactions handled without predictive routing.

When a queue supports more than one media type, a breakdown of the data according to media type also appears.

If the number of interactions of any media type is zero, the total number of interactions differs, as the zero value is not considered for the total.

Displays predictive routing and non-predictive routing volumes for the selected date range in weekly intervals. If Genesys Cloud finds no qualifying agent before predictive routing times out, or if the number of agents in the queue is three or fewer, the interaction routes via standard routing, which is the fallback routing method. For more information about the agent selection process, see the Agent selection process. 

차트에 표시된 첫 번째 주는 선택한 날짜 범위의 첫 번째 날부터 시작됩니다. 마지막 주는 선택한 날짜 범위에 따라 전체 또는 부분 주입니다.

The Non-Predictive (Timeout/Insufficient Agents) bar represents all the interactions where Genesys Cloud attempted predictive routing but instead used non-predictive routing methods.

이 산점도는 0선 위 또는 아래의 주간 AHT 차이 % 값을 나타냅니다.

0선의 점은 예측 라우팅이 비예측 상호작용과 비교하여 예측 상호작용의 AHT에서 차이를 만들지 않았음을 나타냅니다.

Positive values above the zero line indicate that interactions routed using predictive routing have, on average, a longer handle time than interactions routed without predictive routing. 

0선 아래의 값은 예측 라우팅을 사용하여 라우팅된 상호 작용이 예측 라우팅 없이 라우팅된 상호 작용보다 처리 시간이 더 짧음을 나타냅니다. 

특정 날짜의 데이터를 보려면 그래프의 지점 중 하나 위로 마우스를 가져갑니다. 

차트에 표시된 첫 번째 주는 선택한 날짜 범위의 첫 번째 날부터 시작됩니다. 마지막 주는 선택한 날짜 범위에 따라 전체 또는 부분 주입니다.

Next Contact Avoidance (NCA Difference %) 

Indicates the percentage difference in the number of repeat contact avoided interactions that routed using predictive routing compared with the number of repeat contact avoided interactions that routed using non-predictive routing methods during the selected time period.

When a queue supports more than one media type, a breakdown of the NCA Difference % per media type appears, in addition to the NCA Difference % value. 

The NCA Difference % does not match the sum or average of the % of each media type. 

Indicates the number of repeated contact-avoided interactions when using predictive routing during the selected time period.

The benefit is calculated based on the number of repeated contacts avoided.

When a queue supports more than one media type, a breakdown of the data according to media type also appears below the Benefit table. 

Indicates the total number of interactions that routed with predictive routing compared with the number handled by other routing methods. 

For example, in the Single media queue image below, 27147 is the total number of interactions that routed with predictive routing, and 208 is the total number of interactions handled without predictive routing.

When a queue supports more than one media type, a breakdown of the data according to media type also appears.

If the number of interactions of any media type is zero, the total number of interactions differs, as Genesys Cloud does not consider the zero value for the total.

Displays predictive routing and non-predictive routing volumes for the selected date range in weekly intervals. If Genesys Cloud finds no qualifying agent before predictive routing times out, or if the number of agents on the queue is three or fewer, the interaction routes via standard routing, which is the fallback routing method. For more information about the agent selection process, see the Agent selection process. 

차트에 표시된 첫 번째 주는 선택한 날짜 범위의 첫 번째 날부터 시작됩니다. 마지막 주는 선택한 날짜 범위에 따라 전체 또는 부분 주입니다.

The Non-Predictive (Timeout/Insufficient Agents) bar represents all the interactions where Genesys Cloud attempted predictive routing but instead used non-predictive routing methods.

This scatter plot depicts weekly NCA Difference % values above or below a zero line.

A dot on the zero line indicates that predictive routing did not make a difference in the NCA of predictive interactions compared with non-predictive interactions.

Positive values above the zero line indicate that predictive routing performance improved. 

Negative values below the zero line indicate that predictive routing is not providing better results than other routing methods.

특정 날짜의 데이터를 보려면 그래프의 지점 중 하나 위로 마우스를 가져갑니다. 

차트에 표시된 첫 번째 주는 선택한 날짜 범위의 첫 번째 날부터 시작됩니다. 마지막 주는 선택한 날짜 범위에 따라 전체 또는 부분 주입니다.