实用标准文档文案大全CC-CMM标准体系术语2018-3-1目录A........................................................................................................................................................3AverageTalkTime(ATT)平均通话时长...........................................................................3AverageHandleTime（AHT）平均处理时长................................................................3AgentStatus坐席状态........................................................................................................3AverageDelayofDelayedCalls延迟呼叫的平均延时..................................................3AverageSpeedofAnswer（ASA）平均应答速度..........................................................4AgentUtilization/Occupancy员工利用率......................................................................4AfterCallWork（ACW)话后处理时长...........................................................................4AdherencetoSchedule排班契合度................................................................................4Accuracy准确率...................................................................................................................4B........................................................................................................................................................5BenchmarkReview基准评估.............................................................................................5BlockedCall受阻呼叫.........................................................................................................5backlog积压..........................................................................................................................5C........................................................................................................................................................5ConfidenceLevel置信度....................................................................................................5CustomerRelationshipManagement（CRM）客户关系管理....................................5ConfidenceInterval置信区间............................................................................................6Complaint投诉.....................................................................................................................6ComputerTelephoneIntegration（CTI）计算机电话集成技术..................................6Customer/Account客户.....................................................................................................6Calibration校准....................................................................................................................6Cross-Sell交叉销售..............................................................................................................7CustomerRetentionRate顾客维持率.............................................................................7D.......................................................................................................................................................7DialedNumberIdentificationService(DNIS)拨号识别服务.....................................7Downtime宕机时间.............................................................................................................7E..........................................................
