208 lines
6.6 KiB
JSON
208 lines
6.6 KiB
JSON
{
|
|
"queue_options": [
|
|
{ "queue_id": "sales_kz", "name": "Продажи KZ" },
|
|
{ "queue_id": "support_kz", "name": "Поддержка KZ" },
|
|
{ "queue_id": "vip_kz", "name": "VIP-линия" },
|
|
{ "queue_id": "retention_kz", "name": "Удержание" }
|
|
],
|
|
"agents": [
|
|
"agent.aigerim",
|
|
"agent.dias",
|
|
"agent.nurdaulet",
|
|
"agent.madina",
|
|
"agent.ruslan",
|
|
"agent.tomiris"
|
|
],
|
|
"queue_factors": {
|
|
"sales_kz": 1.08,
|
|
"support_kz": 0.96,
|
|
"vip_kz": 0.58,
|
|
"retention_kz": 0.72
|
|
},
|
|
"channel_base": {
|
|
"voice": { "total": 620, "answered": 584, "abandoned": 36 },
|
|
"telegram": { "total": 214, "answered": 205, "abandoned": 9 },
|
|
"whatsapp": { "total": 182, "answered": 171, "abandoned": 11 },
|
|
"webchat": { "total": 141, "answered": 132, "abandoned": 9 },
|
|
"email": { "total": 108, "answered": 94, "abandoned": 14 }
|
|
},
|
|
"ai_reason_labels": {
|
|
"requested_human": "Запрос оператора",
|
|
"knowledge_or_tool_gap": "Не хватило знаний или инструмента",
|
|
"policy_or_sensitive": "Чувствительный сценарий",
|
|
"delivery_or_runtime_error": "Ошибка доставки или runtime",
|
|
"manual_claim": "Ручной takeover",
|
|
"other": "Другая причина"
|
|
},
|
|
"interaction_statuses": [
|
|
"closed",
|
|
"in_progress",
|
|
"closed",
|
|
"new",
|
|
"closed",
|
|
"escalated"
|
|
],
|
|
"agent_state_cycle": [
|
|
"READY",
|
|
"BUSY",
|
|
"READY",
|
|
"BREAK",
|
|
"BUSY",
|
|
"OFFLINE"
|
|
],
|
|
"coverage_note": "Показаны демонстрационные данные для временного наполнения витрины.",
|
|
"dashboard_coverage": {
|
|
"implemented_metrics": ["SL", "ASA", "AHT", "Abandon", "FCR", "DigitalShare"],
|
|
"dimensions": ["queue", "channel", "agent", "shift"],
|
|
"supported_filters": ["preset", "from_ts", "to_ts", "queue_id", "channel"]
|
|
},
|
|
"ai_channel_rows": [
|
|
{
|
|
"channel": "telegram",
|
|
"sessions_started": 176,
|
|
"ai_only_sessions": 106,
|
|
"human_touched_sessions": 58,
|
|
"handoff_rate": 24.4,
|
|
"ai_latency_avg_ms": 1380,
|
|
"containment_rate": 60.2,
|
|
"closed_without_operator_rate": 52.1
|
|
},
|
|
{
|
|
"channel": "whatsapp",
|
|
"sessions_started": 142,
|
|
"ai_only_sessions": 80,
|
|
"human_touched_sessions": 54,
|
|
"handoff_rate": 28.9,
|
|
"ai_latency_avg_ms": 1524,
|
|
"containment_rate": 56.4,
|
|
"closed_without_operator_rate": 48.6
|
|
}
|
|
],
|
|
"voice_name_flow": {
|
|
"totals": {
|
|
"scenario_calls": 196,
|
|
"start_obtained": 118,
|
|
"downstream_ai_obtained": 34,
|
|
"followup_required": 18,
|
|
"name_not_obtained": 26,
|
|
"manual_corrected": 12,
|
|
"handoff_confirmed_name": 14,
|
|
"handoff_unconfirmed_name": 28,
|
|
"needed_downstream": 78
|
|
},
|
|
"languages": [
|
|
{
|
|
"language": "ru",
|
|
"share": 0.58,
|
|
"start_capture_rate": 66.2,
|
|
"downstream_rescue_rate": 47.4,
|
|
"handoff_unconfirmed_rate": 31.8,
|
|
"manual_correction_rate": 14.6
|
|
},
|
|
{
|
|
"language": "kz",
|
|
"share": 0.29,
|
|
"start_capture_rate": 61.7,
|
|
"downstream_rescue_rate": 51.3,
|
|
"handoff_unconfirmed_rate": 28.4,
|
|
"manual_correction_rate": 11.8
|
|
},
|
|
{
|
|
"language": "unknown",
|
|
"share": 0.13,
|
|
"start_capture_rate": 44.8,
|
|
"downstream_rescue_rate": 36.1,
|
|
"handoff_unconfirmed_rate": 46.5,
|
|
"manual_correction_rate": 23.0
|
|
}
|
|
],
|
|
"queues": [
|
|
{
|
|
"queue_id": "sales_kz",
|
|
"share": 0.31,
|
|
"start_capture_rate": 68.4,
|
|
"downstream_rescue_rate": 49.6,
|
|
"handoff_unconfirmed_rate": 24.1,
|
|
"manual_correction_rate": 11.2
|
|
},
|
|
{
|
|
"queue_id": "support_kz",
|
|
"share": 0.39,
|
|
"start_capture_rate": 61.2,
|
|
"downstream_rescue_rate": 46.9,
|
|
"handoff_unconfirmed_rate": 31.8,
|
|
"manual_correction_rate": 15.4
|
|
},
|
|
{
|
|
"queue_id": "vip_kz",
|
|
"share": 0.11,
|
|
"start_capture_rate": 73.5,
|
|
"downstream_rescue_rate": 52.8,
|
|
"handoff_unconfirmed_rate": 18.6,
|
|
"manual_correction_rate": 8.9
|
|
},
|
|
{
|
|
"queue_id": "retention_kz",
|
|
"share": 0.19,
|
|
"start_capture_rate": 55.1,
|
|
"downstream_rescue_rate": 39.4,
|
|
"handoff_unconfirmed_rate": 37.9,
|
|
"manual_correction_rate": 19.7
|
|
}
|
|
],
|
|
"coverage": {
|
|
"sessions_with_start_decision": 192,
|
|
"sessions_with_final_ai_state": 184,
|
|
"sessions_with_manual_overlay": 12,
|
|
"note": "Мок-данные по voice name-flow показывают стартовый захват имени, добор AI и ручное исправление оператором."
|
|
},
|
|
"trend_profiles": {
|
|
"scenario_calls": { "base": 24, "step": 2.4, "cycle": 4 },
|
|
"start_capture_rate": { "base": 60.5, "step": 2.2, "cycle": 4 },
|
|
"downstream_rescue_rate": { "base": 40.2, "step": 1.9, "cycle": 5 },
|
|
"handoff_unconfirmed_rate": { "base": 33.1, "step": 2.4, "cycle": 4 },
|
|
"manual_correction_rate": { "base": 14.4, "step": 1.5, "cycle": 3 }
|
|
},
|
|
"empty_note": "За выбранный период нет звонков, прошедших через сценарий сбора имени."
|
|
},
|
|
"voice_name_labels": {
|
|
"scenario_calls": "Звонки в сценарии",
|
|
"start_obtained": "Имя взято сразу",
|
|
"needed_downstream": "Потребовался AI после старта",
|
|
"downstream_ai_obtained": "Имя добрал AI после follow-up",
|
|
"handoff_confirmed_name": "Передача с подтверждённым именем",
|
|
"handoff_unconfirmed_name": "Передача без подтверждённого имени",
|
|
"confirmed_name": "Передача с подтверждённым именем",
|
|
"unconfirmed_name": "Передача без подтверждённого имени"
|
|
},
|
|
"agent_shift_rows": [
|
|
{
|
|
"shift_key": "night",
|
|
"label": "Ночная смена",
|
|
"agents_with_activity": 2,
|
|
"interactions_total": 18,
|
|
"answered_total": 17,
|
|
"avg_handle_seconds": 356,
|
|
"fcr_rate": 69.5
|
|
},
|
|
{
|
|
"shift_key": "day",
|
|
"label": "Дневная смена",
|
|
"agents_with_activity": 5,
|
|
"interactions_total": 52,
|
|
"answered_total": 53,
|
|
"avg_handle_seconds": 318,
|
|
"fcr_rate": 76.8
|
|
},
|
|
{
|
|
"shift_key": "evening",
|
|
"label": "Вечерняя смена",
|
|
"agents_with_activity": 3,
|
|
"interactions_total": 30,
|
|
"answered_total": 30,
|
|
"avg_handle_seconds": 334,
|
|
"fcr_rate": 73.4
|
|
}
|
|
]
|
|
}
|