111 lines
3.2 KiB
JSON
111 lines
3.2 KiB
JSON
{
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"queue_options": [
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{ "queue_id": "sales_kz", "name": "Продажи KZ" },
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{ "queue_id": "support_kz", "name": "Поддержка KZ" },
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{ "queue_id": "vip_kz", "name": "VIP-линия" },
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{ "queue_id": "retention_kz", "name": "Удержание" }
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],
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"agents": [
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"agent.aigerim",
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"agent.dias",
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"agent.nurdaulet",
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"agent.madina",
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"agent.ruslan",
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"agent.tomiris"
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],
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"queue_factors": {
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"sales_kz": 1.08,
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"support_kz": 0.96,
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"vip_kz": 0.58,
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"retention_kz": 0.72
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},
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"channel_base": {
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"voice": { "total": 620, "answered": 584, "abandoned": 36 },
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"telegram": { "total": 214, "answered": 205, "abandoned": 9 },
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"whatsapp": { "total": 182, "answered": 171, "abandoned": 11 },
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"webchat": { "total": 141, "answered": 132, "abandoned": 9 },
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"email": { "total": 108, "answered": 94, "abandoned": 14 }
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},
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"ai_reason_labels": {
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"requested_human": "Запрос оператора",
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"knowledge_or_tool_gap": "Не хватило знаний или инструмента",
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"policy_or_sensitive": "Чувствительный сценарий",
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"delivery_or_runtime_error": "Ошибка доставки или runtime",
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"manual_claim": "Ручной takeover",
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"other": "Другая причина"
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},
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"interaction_statuses": [
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"closed",
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"in_progress",
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"closed",
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"new",
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"closed",
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"escalated"
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],
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"agent_state_cycle": [
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"READY",
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"BUSY",
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"READY",
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"BREAK",
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"BUSY",
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"OFFLINE"
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],
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"coverage_note": "Показаны демонстрационные данные для временного наполнения витрины.",
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"dashboard_coverage": {
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"implemented_metrics": ["SL", "ASA", "AHT", "Abandon", "FCR", "DigitalShare"],
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"dimensions": ["queue", "channel", "agent", "shift"],
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"supported_filters": ["preset", "from_ts", "to_ts", "queue_id", "channel"]
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},
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"ai_channel_rows": [
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{
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"channel": "telegram",
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"sessions_started": 176,
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"ai_only_sessions": 106,
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"human_touched_sessions": 58,
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"handoff_rate": 24.4,
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"ai_latency_avg_ms": 1380,
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"containment_rate": 60.2,
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"closed_without_operator_rate": 52.1
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},
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{
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"channel": "whatsapp",
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"sessions_started": 142,
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"ai_only_sessions": 80,
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"human_touched_sessions": 54,
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"handoff_rate": 28.9,
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"ai_latency_avg_ms": 1524,
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"containment_rate": 56.4,
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"closed_without_operator_rate": 48.6
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}
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],
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"agent_shift_rows": [
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{
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"shift_key": "night",
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"label": "Ночная смена",
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"agents_with_activity": 2,
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"interactions_total": 18,
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"answered_total": 17,
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"avg_handle_seconds": 356,
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"fcr_rate": 69.5
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},
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{
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"shift_key": "day",
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"label": "Дневная смена",
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"agents_with_activity": 5,
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"interactions_total": 52,
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"answered_total": 53,
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"avg_handle_seconds": 318,
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"fcr_rate": 76.8
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},
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{
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"shift_key": "evening",
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"label": "Вечерняя смена",
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"agents_with_activity": 3,
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"interactions_total": 30,
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"answered_total": 30,
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"avg_handle_seconds": 334,
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"fcr_rate": 73.4
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}
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]
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}
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