1.1呼 入 业 务质 量 指 标呼 入 话 务 量人 工 接 通 量接 通 率小 时 接 线 量20S服 务 水平呼 损 率国 内≤15.00%国 际 ≤20.00%平 均 通 话 时长(s)客 户 满 意 度≥ 98.00%数 据 卡 、智能机1901183790.13%2G业 务76572394.51%网上商城373594.59%其他业 务74371696.37%总体话 务3446331196.08%1.2呼 出业 务回访业 务178874.3963.31%10:11.3其他业 务业 务 数 据邮件WEBCALL应答量外呼受理量54—33工 作时长（分钟）270.00—60.00因webcall故障，故无数 据2.【2012.11.25】普通 座席状态统计工 号姓名班次排班时长（分钟）在线时长（分钟）通 话 时长（分钟）在线服务 率自限示忙合计 （分钟）平均通 话 时间（秒）2118晚A#N/A371.65240.7264.77%13.05160.482120午A#N/A453.87308.5367.98%29.12163.822072休——————2121晚A#N/A425.20277.0765.16%19.90135.152087早B#N/A467.12332.7871.24%6.10158.472085中A#N/A342.00226.3066.17%16.92159.742092休——————2093早B#N/A465.47337.9372.60%19.40176.312049晚A#N/A403.45262.9265.17%25.62157.752063晚A#N/A423.52280.0066.11%36.08188.762071早C#N/A464.93308.4066.33%25.78139.132094休——————170.2796.45%1.【2012.11.25】业 务 指 标业 务 类型业 务 数 据运营指 标效率 指 标业 务 类型回访量平均通 话 时长（S）在线服务 率人 员数 量客服：运营1590.37%3.92%2095晚A#N/A431.72294.7868.28%16.83173.42097晚A#N/A431.88310.3371.86%6.67191.962098休——————2602中B#N/A391.70269.5068.80%19.271472606早B#N/A466.45332.3271.24%12.87173.382096晚A#N/A422.05267.4563.37%25.38144.572601晚A#N/A422.68280.2866.31%17.20155.712605早C#N/A464.68317.5768.34%36.78171.662608早B#N/A403.47280.9569.63%22.93146.582609中A#N/A453.10310.3768.50%15.37130.222612早A#N/A270.73146.2554.02%11.78172.062614早C#N/A473.90177.7338.86%39.68273.442615晚A#N/A423.22136.6832.30%5.62227.812616中A#N/A454.13183.9540.64%19.40250.842617早B#N/A463.02168.9236.52%7.40187.692619晚A#N/A430.23129.8230.17%3.93181.142620中A#N/A455.43160.3835.22%17.38188.693.【2012.11.25】数据专席组座席状态统计工号姓名班次排班时长（分钟）在线时长（分钟）通话时长（分钟）在线服务率自限示忙合计 ...
