{"id":427,"date":"2009-04-08T10:41:41","date_gmt":"2009-04-08T10:41:41","guid":{"rendered":"http:\/\/ivelychko.com.ua\/?p=427"},"modified":"2011-09-29T10:43:56","modified_gmt":"2011-09-29T10:43:56","slug":"prishlo-li-vremya-audita","status":"publish","type":"post","link":"https:\/\/ivelychko.com.ua\/uk\/prishlo-li-vremya-audita\/","title":{"rendered":"\u041f\u0440\u0438\u0448\u043b\u043e \u043b\u0438 \u0432\u0440\u0435\u043c\u044f \u0430\u0443\u0434\u0438\u0442\u0430?"},"content":{"rendered":"<p>\u0427\u0442\u043e \u043e\u0431\u044b\u0447\u043d\u043e \u0438\u0437\u043c\u0435\u0440\u044f\u044e\u0442 \u0432 \u041a\u0426?<\/p>\n<div>\n<ul>\n<li>Service level (\u0443\u0440\u043e\u0432\u0435\u043d\u044c \u0441\u0435\u0440\u0432\u0438\u0441\u0430)<\/li>\n<li>Abandon call rate (\u0434\u043e\u043b\u044f \u043f\u0440\u043e\u043f\u0443\u0449\u0435\u043d\u043d\u044b\u0445 \u0432\u044b\u0437\u043e\u0432\u043e\u0432)<\/li>\n<li>Average speed of answer (\u0441\u0440\u0435\u0434\u043d\u044f\u044f \u0441\u043a\u043e\u0440\u043e\u0441\u0442\u044c \u043e\u0442\u0432\u0435\u0442\u0430)<\/li>\n<li>Average talk time (\u0441\u0440\u0435\u0434\u043d\u0435\u0435 \u0432\u0440\u0435\u043c\u044f \u0440\u0430\u0437\u0433\u043e\u0432\u043e\u0440\u0430)<\/li>\n<li>Average after call work (\u0441\u0440\u0435\u0434\u043d\u0435\u0435 \u0432\u0440\u0435\u043c\u044f \u043f\u043e\u0441\u0442\u0432\u044b\u0437\u043e\u0432\u043d\u043e\u0439 \u043e\u0431\u0440\u0430\u0431\u043e\u0442\u043a\u0438)<\/li>\n<li>Agent utilization (\u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u043d\u0438\u0435 \u043e\u043f\u0435\u0440\u0430\u0442\u043e\u0440\u043e\u0432)<\/li>\n<li>First contact resolution (% \u0432\u044b\u0437\u043e\u0432\u043e\u0432, \u0437\u0430\u0432\u0435\u0440\u0448\u0438\u0432\u0448\u0438\u0445\u0441\u044f \u0443\u0441\u043f\u0435\u0448\u043d\u044b\u043c \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u043e\u043c \u0441 \u043f\u0435\u0440\u0432\u043e\u0433\u043e \u0440\u0430\u0437\u0430)<\/li>\n<\/ul>\n<div>\u0411\u043e\u043b\u0435\u0435 \u043f\u043e\u0434\u0440\u043e\u0431\u043d\u043e &#8211; \u0441\u043c\u043e\u0442\u0440\u0438\u0442\u0435 \u0432 \u043f\u0440\u0435\u0437\u0435\u043d\u0442\u0430\u0446\u0438\u0438 \u043e\u043d\u043b\u0430\u0439\u043d:<\/div>\n<\/div>\n<div><iframe loading=\"lazy\" src=\"https:\/\/www.slideshare.net\/slideshow\/embed_code\/9468981\" width=\"630\" height=\"511\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe><br\/><\/div>\n","protected":false},"excerpt":{"rendered":"<p>\u0427\u0442\u043e \u043e\u0431\u044b\u0447\u043d\u043e \u0438\u0437\u043c\u0435\u0440\u044f\u044e\u0442 \u0432 \u041a\u0426? Service level (\u0443\u0440\u043e\u0432\u0435\u043d\u044c \u0441\u0435\u0440\u0432\u0438\u0441\u0430) Abandon call rate (\u0434\u043e\u043b\u044f \u043f\u0440\u043e\u043f\u0443\u0449\u0435\u043d\u043d\u044b\u0445 \u0432\u044b\u0437\u043e\u0432\u043e\u0432) Average speed of answer (\u0441\u0440\u0435\u0434\u043d\u044f\u044f \u0441\u043a\u043e\u0440\u043e\u0441\u0442\u044c \u043e\u0442\u0432\u0435\u0442\u0430) Average talk time (\u0441\u0440\u0435\u0434\u043d\u0435\u0435 \u0432\u0440\u0435\u043c\u044f \u0440\u0430\u0437\u0433\u043e\u0432\u043e\u0440\u0430) Average after call work (\u0441\u0440\u0435\u0434\u043d\u0435\u0435 \u0432\u0440\u0435\u043c\u044f \u043f\u043e\u0441\u0442\u0432\u044b\u0437\u043e\u0432\u043d\u043e\u0439 \u043e\u0431\u0440\u0430\u0431\u043e\u0442\u043a\u0438) Agent utilization (\u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u043d\u0438\u0435 \u043e\u043f\u0435\u0440\u0430\u0442\u043e\u0440\u043e\u0432) First contact resolution (% \u0432\u044b\u0437\u043e\u0432\u043e\u0432, \u0437\u0430\u0432\u0435\u0440\u0448\u0438\u0432\u0448\u0438\u0445\u0441\u044f \u0443\u0441\u043f\u0435\u0448\u043d\u044b\u043c \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u043e\u043c \u0441 \u043f\u0435\u0440\u0432\u043e\u0433\u043e \u0440\u0430\u0437\u0430) \u0411\u043e\u043b\u0435\u0435 \u043f\u043e\u0434\u0440\u043e\u0431\u043d\u043e &#8211; \u0441\u043c\u043e\u0442\u0440\u0438\u0442\u0435 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":400,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[5,29],"tags":[30],"class_list":["post-427","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-prezentatsii","tag-prezentatsii-2"],"aioseo_notices":[],"jetpack_featured_media_url":"https:\/\/ivelychko.com.ua\/wp-content\/uploads\/2011\/09\/Prezentatsii.jpg","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/posts\/427","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/comments?post=427"}],"version-history":[{"count":3,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/posts\/427\/revisions"}],"predecessor-version":[{"id":430,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/posts\/427\/revisions\/430"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/media\/400"}],"wp:attachment":[{"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/media?parent=427"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/categories?post=427"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/tags?post=427"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}