{"id":613146,"date":"2026-07-28T01:53:54","date_gmt":"2026-07-28T08:53:54","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=613146"},"modified":"2026-07-28T01:53:54","modified_gmt":"2026-07-28T08:53:54","slug":"aht-guide","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/aht-guide","title":{"rendered":"AHT\u3068\u306f? \u8a08\u7b97\u65b9\u6cd5\u304b\u3089\u6539\u5584\u307e\u3067\u3001\u6700\u65b0\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u7528\u306e\u8003\u3048\u65b9"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]AHT \uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u306b\u304a\u3051\u308b\u57fa\u672c KPI \u306e\u4e00\u3064\u3067\u3059\u3002\u672c\u8a18\u4e8b\u3067\u306f\u3001 AHT \u306e\u5b9a\u7fa9\u3084\u8a08\u7b97\u65b9\u6cd5\u3001\u8a55\u4fa1\u306e\u8003\u3048\u65b9\u3092\u6574\u7406\u3057\u3001\u77ed\u7e2e\u3060\u3051\u306b\u504f\u3089\u306a\u3044\u300c\u6700\u9069\u5316\u300d\u306e\u8996\u70b9\u3092\u89e3\u8aac\u3057\u307e\u3059\u3002\u4f75\u305b\u3066\u3001 <a href=\"https:\/\/www.genesys.com\/ja-jp\">Genesys Cloud<\/a> \u3092\u6d3b\u7528\u3057\u305f AHT \u6539\u5584\u30a2\u30d7\u30ed\u30fc\u30c1\u306b\u3064\u3044\u3066\u3082\u7d39\u4ecb\u3057\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-cx\">\u9867\u5ba2\u4f53\u9a13\uff08 CX \uff09<\/a>\u3068\u696d\u52d9\u52b9\u7387\u3092\u4e21\u7acb\u3059\u308b\u305f\u3081\u306e\u30d2\u30f3\u30c8\u3092\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n<p><strong class=\"text-26\">\u76ee\u6b21<\/strong><\/p>\n<ul>\n<li><a href=\"#link01\">\u00a0AHT \uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u3068\u306f<\/a><\/li>\n<li><a href=\"#link02\">\u00a0AHT \u3092\u69cb\u6210\u3059\u308b 3 \u3064\u306e\u8981\u7d20\u3068\u7740\u76ee\u30dd\u30a4\u30f3\u30c8<\/a><\/li>\n<li><a href=\"#link03\">\u00a0AHT \u306e\u6e2c\u5b9a\u65b9\u6cd5\u3068\u89e3\u91c8\u30dd\u30a4\u30f3\u30c8<\/a><\/li>\n<li><a href=\"#link04\">\u51e6\u7406\u6642\u9593\u306e\u300c\u6700\u9069\u5024\u300d\u3092\u3069\u3046\u8a2d\u5b9a\u3059\u308b\u304b<\/a><\/li>\n<li><a href=\"#link05\">\u51e6\u7406\u6642\u9593\u304c\u5ef6\u3073\u308b\u69cb\u9020\u7684\u306a\u539f\u56e0<\/a><\/li>\n<li><a href=\"#link06\">\u00a0Genesys Cloud \u3067\u5b9f\u73fe\u3067\u304d\u308b AHT \u6700\u9069\u5316<\/a><\/li>\n<li><a href=\"#link07\">\u696d\u52d9\u30bf\u30a4\u30d7\u5225\u306b\u898b\u308b AHT \u6539\u5584\u306e\u512a\u5148\u30dd\u30a4\u30f3\u30c8<\/a><\/li>\n<li><a href=\"#link08\">\u307e\u3068\u3081:\u00a0 AHT \u6539\u5584\u306b Genesys Cloud \u304c\u6709\u52b9\u306a\u7406\u7531<\/a><\/li>\n<li><a href=\"#link09\">\u3088\u304f\u3042\u308b\u7591\u554f<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2 style=\"font-size: 1.75rem;\"><a id=\"link01\"><\/a>AHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u3068\u306f<\/h2>\n<p>AHT \u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u696d\u754c\u3067\u5171\u901a\u8a00\u8a9e\u3068\u3057\u3066\u4f7f\u308f\u308c\u3066\u3044\u308b\u91cd\u8981\u6307\u6a19\u3067\u3059\u3002 KPI \u3068\u3057\u3066\u3082\u3088\u304f\u4f7f\u308f\u308c\u3001\u300c\u901a\u8a71\u6642\u9593\u300d\u300c\u4fdd\u7559\u6642\u9593\u300d\u300c\u5f8c\u51e6\u7406\u6642\u9593\uff08 ACW \uff09\u300d\u306e\u5408\u8a08\u3067\u69cb\u6210\u3055\u308c\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;613149&#8243; css=&#8221;&#8221;][vc_column_text css=&#8221;&#8221;]\u3064\u307e\u308a\u3001\u5358\u7d14\u306a\u96fb\u8a71\u5fdc\u5bfe\u306e\u300c\u65e9\u3044\u30fb\u9045\u3044\u300d\u3092\u6e2c\u308b\u3082\u306e\u3067\u306f\u306a\u304f\u3001 1 \u4ef6\u306e\u554f\u3044\u5408\u308f\u305b\u5bfe\u5fdc\u306b\u3001\u3069\u308c\u3060\u3051\u306e\u6642\u9593\u3068\u5de5\u6570\u304c\u304b\u304b\u3063\u3066\u3044\u308b\u304b\u3092\u793a\u3057\u3066\u3044\u308b\u306e\u3067\u3059\u3002<br \/>\nAHT \u306f\u5fdc\u7b54\u52b9\u7387\u3001\u904b\u7528\u30b3\u30b9\u30c8\u3001\u9867\u5ba2\u4f53\u9a13\u306b\u3082\u5f71\u97ff\u3059\u308b\u306e\u3067\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u62c5\u5f53\u8005\u304c\u6b63\u3057\u304f\u7406\u89e3\u3059\u308c\u3070\u3001\u696d\u52d9\u306e\u3069\u3053\u306b\u8ca0\u8377\u304c\u96c6\u4e2d\u3057\u3066\u3044\u308b\u306e\u304b\u3001\u6539\u5584\u4f59\u5730\u306e\u691c\u8a0e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<p>\u95a2\u9023\u8a18\u4e8b\uff1a<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/the-definitive-list-of-29-call-center-metrics-and-kpis\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u6b20\u304b\u305b\u306a\u3044\u91cd\u8981\u6307\u6a19\u3084 KPI \u7ba1\u7406\u306e\u30b3\u30c4\u3092\u5fb9\u5e95\u89e3\u8aac<\/a><\/p>\n<h3 style=\"font-size: 1.5rem;\">AHT\uff08Average Handle Time\uff09\u306e\u5b9a\u7fa9<\/h3>\n<p>AHT \u306f\u6b21\u306e 3 \u8981\u7d20\u3067\u69cb\u6210\u3055\u308c\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u901a\u8a71\u6642\u9593\uff08 Talk Time \uff09<\/li>\n<li>\u4fdd\u7559\u6642\u9593\uff08 Hold Time \uff09<\/li>\n<li>\u5f8c\u51e6\u7406\u6642\u9593\uff08 After Call Work=ACW \uff09<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u5168\u3066\u306e\u6642\u9593\u3092\u8db3\u3057\u3066\u3001\u5bfe\u5fdc\u4ef6\u6570\u3067\u5272\u308b\u3053\u3068\u3067\u7b97\u51fa\u3057\u307e\u3059\u3002<\/p>\n<blockquote>\n<p style=\"text-align: center;\"><strong class=\"text-24 text-22\">AHT \uff1d\uff08\u901a\u8a71\u6642\u9593 \uff0b \u4fdd\u7559\u6642\u9593 \uff0b \u5f8c\u51e6\u7406\u6642\u9593\uff09\u00f7 \u5bfe\u5fdc\u4ef6\u6570<\/strong><\/p>\n<\/blockquote>\n<p>&nbsp;<\/p>\n<h2 style=\"font-size: 1.75rem;\"><a id=\"link02\"><\/a>AHT\u3092\u69cb\u6210\u3059\u308b3\u3064\u306e\u8981\u7d20\u3068\u7740\u76ee\u30dd\u30a4\u30f3\u30c8<\/h2>\n<p><img decoding=\"async\" class=\"wp-image-360675 size-large alignnone\" src=\"https:\/\/www.genesys.com\/media\/iStock-922392430-566x378.jpg\" alt=\"\" width=\"566\" height=\"378\" srcset=\"https:\/\/www.genesys.com\/media\/iStock-922392430-566x378.jpg 566w, https:\/\/www.genesys.com\/media\/iStock-922392430-300x200.jpg 300w, https:\/\/www.genesys.com\/media\/iStock-922392430-216x144.jpg 216w\" sizes=\"(max-width: 566px) 100vw, 566px\" \/><\/p>\n<p>AHT \u306f 3 \u3064\u306e\u8981\u7d20\u3067\u69cb\u6210\u3055\u308c\u308b\u305f\u3081\u3001\u6539\u5584\u3059\u308b\u3068\u304d\u306b\u306f\u3001\u5168\u4f53\u3092\u4e00\u5f8b\u306b\u77ed\u7e2e\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u3069\u306e\u8981\u7d20\u304c\u30dc\u30c8\u30eb\u30cd\u30c3\u30af\u306b\u306a\u3063\u3066\u3044\u308b\u306e\u304b\u3092\u5206\u89e3\u3057\u3066\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u307e\u305f\u3001\u7ba1\u7406\u8005\u3068\u3057\u3066\u3060\u3051\u3067\u306a\u304f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3084\u9867\u5ba2\u3092\u542b\u3081\u305f\u4e09\u8005\u306e\u8996\u70b9\u304b\u3089\u3001\u8a55\u4fa1\u30fb\u8003\u5bdf\u3092\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u3072\u3068\u3064\u3072\u3068\u3064\u306e\u8981\u7d20\u3068\u3001\u7740\u76ee\u30dd\u30a4\u30f3\u30c8\u3092\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">1\uff09\u901a\u8a71\u6642\u9593\uff08Talk Time\uff09<\/h3>\n<p>\u9867\u5ba2\u3068\u306e\u4f1a\u8a71\u305d\u306e\u3082\u306e\u306b\u304b\u304b\u308b\u6642\u9593\u3067\u3059\u3002\u8aac\u660e\u306e\u5206\u304b\u308a\u3084\u3059\u3055\u3001\u30ca\u30ec\u30c3\u30b8\u306e\u4f7f\u3044\u3084\u3059\u3055\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30b9\u30ad\u30eb\u304c\u5f71\u97ff\u3057\u307e\u3059\u3002<\/p>\n<p>\u77ed\u7e2e\u3060\u3051\u3092\u76ee\u7684\u306b\u3059\u308b\u3068\u8aac\u660e\u4e0d\u8db3\u306b\u3064\u306a\u304c\u308b\u305f\u3081\u3001\u54c1\u8cea\u3068\u30bb\u30c3\u30c8\u3067\u8a55\u4fa1\u3059\u3079\u304d\u8981\u7d20\u3067\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">2\uff09\u4fdd\u7559\u6642\u9593\uff08Hold Time\uff09<\/h3>\n<p><strong>\u78ba\u8a8d\u4f5c\u696d\u3084\u30b7\u30b9\u30c6\u30e0\u64cd\u4f5c\u306b\u3088\u3063\u3066\u767a\u751f\u3059\u308b\u6642\u9593<\/strong>\u3067\u3001\u9867\u5ba2\u4f53\u9a13\u3078\u306e\u5f71\u97ff\u304c\u5927\u304d\u3044\u8981\u7d20\u3067\u3059\u3002\u8907\u6570\u30b7\u30b9\u30c6\u30e0\u306e\u5207\u308a\u66ff\u3048\u3084\u60c5\u5831\u63a2\u7d22\u304c\u591a\u3044\u3068\u3001\u4fdd\u7559\u6642\u9593\u306f\u9577\u304f\u306a\u308a\u304c\u3061\u306a\u306e\u3067\u3001\u30b7\u30b9\u30c6\u30e0\u9762\u3068\u30aa\u30da\u30ec\u30fc\u30bf\u306e\u30b9\u30ad\u30eb\u9762\u306e\u4e21\u65b9\u3067\u8a55\u4fa1\u3057\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">3\uff09\u5f8c\u51e6\u7406\u6642\u9593\uff08After Call Work\uff0fACW\uff09<\/h3>\n<p><strong>\u5bfe\u5fdc\u5f8c\u306e\u8a18\u9332\u5165\u529b\u3084\u30d5\u30a9\u30ed\u30fc\u4f5c\u696d\u306b\u304b\u304b\u308b\u6642\u9593<\/strong>\u3067\u3059\u3002\u30b7\u30b9\u30c6\u30e0\u306b\u3088\u308b<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/work-automation-and-task-routing\">\u81ea\u52d5\u5316<\/a>\u304c\u3067\u304d\u308b\u304b\u5426\u304b\u3067\u5dee\u304c\u5927\u304d\u304f\u51fa\u308b\u305f\u3081\u3001 <strong>AHT \u6539\u5584\u306e\u4e2d\u3067\u3082\u30b7\u30b9\u30c6\u30e0\u3092\u898b\u76f4\u3059\u3053\u3068\u3067\u52b9\u679c\u304c\u51fa\u3084\u3059\u3044\u30dd\u30a4\u30f3\u30c8<\/strong>\u3068\u3044\u3048\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 style=\"font-size: 1.75rem;\"><a id=\"link03\"><\/a>AHT\u306e\u6e2c\u5b9a\u65b9\u6cd5\u3068\u89e3\u91c8\u30dd\u30a4\u30f3\u30c8<\/h2>\n<p>\u3053\u3053\u3067\u306f\u5177\u4f53\u7684\u306a AHT \u306e\u6e2c\u5b9a\u65b9\u6cd5\u3084\u3001\u89e3\u91c8\u3059\u308b\u3068\u304d\u306e\u30dd\u30a4\u30f3\u30c8\u3092\u304a\u4f1d\u3048\u3057\u307e\u3059\u3002<\/p>\n<p>AHT \u3092\u6e2c\u5b9a\u3059\u308b\u3068\u304d\u306b\u91cd\u8981\u306a\u306e\u306f\u3001<strong>\u4f55\u3092 AHT \u306b\u542b\u3081\u308b\u304b\u3092\u793e\u5185\u3067\u7d71\u4e00\u3059\u308b\u3053\u3068<\/strong>\u3067\u3059\u3002\u3053\u306e\u5b9a\u7fa9\u304c\u66d6\u6627\u3060\u3068\u3001\u90e8\u7f72\u9593\u3084\u6642\u671f\u306a\u3069\u3067\u6570\u5024\u6bd4\u8f03\u304c\u3067\u304d\u307e\u305b\u3093\u3002\u4f8b\u3048\u3070\u3001\u5f8c\u51e6\u7406\u6642\u9593\u3092\u8a18\u9332\u5165\u529b\u3060\u3051\u306b\u3059\u308b\u306e\u304b\u3001\u4e0a\u9577\u3084\u95a2\u4fc2\u90e8\u7f72\u306b\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3059\u308b\u306a\u3069\u306e\u30d5\u30a9\u30ed\u30fc\u306e\u6642\u9593\u3092\u542b\u3081\u308b\u304b\u5426\u304b\u3068\u3044\u3046\u3053\u3068\u3067\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u2460AHT\u304c\u9577\u304f\u306a\u308b\u3068\u304d\u306e\u5146\u5019<\/h3>\n<p>AHT \u306e\u4e0a\u6607\u306f\u3001\u30ca\u30ec\u30c3\u30b8\u4e0d\u8db3\u3084\u30b7\u30b9\u30c6\u30e0\u5206\u65ad\u306a\u3069\u3001\u696d\u52d9\u69cb\u9020\u306b\u8ab2\u984c\u304c\u3042\u308b\u30b5\u30a4\u30f3\u3067\u3042\u308b\u3053\u3068\u304c\u5c11\u306a\u304f\u3042\u308a\u307e\u305b\u3093\u3002\u696d\u52d9\u3084\u4ed5\u7d44\u307f\u306b\u6f5c\u5728\u7684\u306a\u8ab2\u984c\u304c\u3042\u308b\u53ef\u80fd\u6027\u3092\u89e3\u8aac\u3059\u308b\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u2461\u77ed\u304b\u3059\u304e\u308bAHT\u304c\u793a\u3059\u30ea\u30b9\u30af<\/h3>\n<p>AHT \u304c\u6975\u7aef\u306b\u77ed\u3044\u5834\u5408\u3001\u8aac\u660e\u4e0d\u8db3\u3084\u4e00\u6b21\u89e3\u6c7a\u7387\u4f4e\u4e0b\u3068\u3044\u3063\u305f\u54c1\u8cea\u30ea\u30b9\u30af\u304c\u96a0\u308c\u3066\u3044\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u4e2d\u306b\u306f\u3001 FAQ \u306a\u3069\u3092\u4f5c\u308b\u3053\u3068\u3067\u3001\u96fb\u8a71\u3092\u3057\u306a\u304f\u3066\u3082\u89e3\u6c7a\u3067\u304d\u308b\u5185\u5bb9\u3082\u3042\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 style=\"font-size: 1.75rem;\"><strong><a id=\"link04\"><\/a>\u51e6\u7406\u6642\u9593\u306e\u300c\u6700\u9069\u5024\u300d\u3092\u3069\u3046\u8a2d\u5b9a\u3059\u308b\u304b<\/strong><\/h2>\n<p>AHT \u306f\u300c\u77ed\u7e2e\u3059\u3079\u304d\u6307\u6a19\u300d\u3067\u306f\u306a\u304f\u3001<strong>\u89e3\u6c7a\u54c1\u8cea\u3068\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u898b\u306a\u304c\u3089\u6700\u9069\u5316\u3059\u3079\u304d\u6307\u6a19<\/strong>\u3067\u3059\u3002\u57fa\u672c\u7684\u306b\u306f\u3001\u81ea\u793e\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u73fe\u72b6\u3092\u628a\u63e1\u3059\u308b\u3068\u3053\u308d\u304b\u3089\u59cb\u3081\u3001\u6700\u9069\u5024\u3092\u8a2d\u5b9a\u3057\u3066\u3044\u304d\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\"><strong>\u30fb\u696d\u7a2e\u30fb\u30c1\u30e3\u30cd\u30eb\u306b\u3088\u3063\u3066\u7570\u306a\u308b\u57fa\u6e96<\/strong><\/h3>\n<p>\u696d\u7a2e\u3001\u554f\u3044\u5408\u308f\u305b\u5185\u5bb9\u3084\u96e3\u6613\u5ea6\u3001\u30c1\u30e3\u30cd\u30eb\uff08\u96fb\u8a71\u3001\u30e1\u30fc\u30eb\u3001\u30c1\u30e3\u30c3\u30c8\u306a\u3069\uff09\u306b\u3088\u3063\u3066\u9069\u6b63\u5024\u306f\u7570\u306a\u308b\u305f\u3081\u3001\u753b\u4e00\u7684\u306a\u76ee\u6a19\u8a2d\u5b9a\u306f\u907f\u3051\u307e\u3057\u3087\u3046\u3002\u307e\u305f\u3001\u81ea\u793e\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u304c\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u306a\u306e\u304b\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u306a\u306e\u304b\u3001\u305d\u308c\u3068\u3082\u6df7\u5728\u3057\u3066\u3044\u308b\u306e\u304b\u3001\u305d\u308c\u305e\u308c\u5206\u3051\u3066\u57fa\u6e96\u3092\u8003\u3048\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\"><strong>\u30fb\u696d\u754c\u5e73\u5747\u30fb\u76ee\u5b89\u306e\u6b63\u3057\u3044\u4f7f\u3044\u65b9<\/strong><\/h3>\n<p>\u5916\u90e8\u30d9\u30f3\u30c1\u30de\u30fc\u30af\uff08\u4ed6\u793e\u306e\u4e8b\u4f8b\u306a\u3069\uff09\u306f\u53c2\u8003\u5024\u306b\u3068\u3069\u3081\u3001\u81ea\u793e\u5185\u3067\u306e\u6bd4\u8f03\u30fb\u63a8\u79fb\u3092\u91cd\u8996\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\"><strong>\u30fb\u9069\u6b63\u5024\u3092\u898b\u6975\u3081\u308b\u305f\u3081\u306e5\u30b9\u30c6\u30c3\u30d7<\/strong><\/h3>\n<p>AHT \u306e\u9069\u6b63\u5024\u3092\u628a\u63e1\u3057\u3001\u6539\u5584\u3059\u308b\u305f\u3081\u306e 5 \u3064\u306e\u30b9\u30c6\u30c3\u30d7\u3092\u89e3\u8aac\u3057\u307e\u3059\u3002\u3053\u308c\u3092\u904b\u7528\u6539\u5584\u306e\u30b5\u30a4\u30af\u30eb\u3068\u3057\u3066\u3001\u7ba1\u7406\u8005\u3068\u73fe\u5834\u306e\u5171\u901a\u8a8d\u8b58\u3092\u6301\u3063\u3066\u9042\u884c\u3057\u3066\u3044\u304d\u307e\u3057\u3087\u3046\u3002<\/p>\n<ol>\n<li>\u73fe\u72b6\u628a\u63e1\uff1a<br \/>\n\u73fe\u5728\u306e AHT \u3084 KPI \u3092\u628a\u63e1\u3057\u3001\u3069\u3053\u306b\u8ab2\u984c\u304c\u3042\u308a\u305d\u3046\u304b\u5168\u4f53\u50cf\u3092\u3064\u304b\u307f\u307e\u3059\u3002<\/li>\n<li>\u00a0AHT \u5206\u89e3\uff08\u901a\u8a71\u30fb\u4fdd\u7559\u30fb ACW \uff09\uff1a<br \/>\nAHT \u3092\u300c\u901a\u8a71\u6642\u9593\u30fb\u4fdd\u7559\u6642\u9593\u30fb\u5f8c\u51e6\u7406\uff08 ACW \uff09\u300d\u306b\u5206\u3051\u3001\u3069\u306e\u5de5\u7a0b\u304c\u9577\u304f\u306a\u3063\u3066\u3044\u308b\u304b\u3092\u78ba\u8a8d\u3057\u307e\u3059\u3002<\/li>\n<li>\u8981\u56e0\u7279\u5b9a\uff1a<br \/>\n\u30b9\u30af\u30ea\u30d7\u30c8\u3001 FAQ \u3001\u30b7\u30b9\u30c6\u30e0\u64cd\u4f5c\u3001\u30b9\u30ad\u30eb\u5dee\u306a\u3069\u3001\u6642\u9593\u304c\u5ef6\u3073\u3066\u3044\u308b\u5177\u4f53\u7684\u306a\u539f\u56e0\u3092\u6d17\u3044\u51fa\u3057\u307e\u3059\u3002<\/li>\n<li>\u6539\u5584\u65bd\u7b56\u306e\u5b9f\u884c\uff1a<br \/>\n\u30b9\u30af\u30ea\u30d7\u30c8\u6539\u5584\u3084\u30c4\u30fc\u30eb\u6d3b\u7528\u3001\u7814\u4fee\u306a\u3069\u3001\u7279\u5b9a\u3057\u305f\u8981\u56e0\u306b\u5bfe\u3059\u308b\u6253\u3061\u624b\u3092\u5b9f\u969b\u306e\u904b\u7528\u306b\u53cd\u6620\u3057\u307e\u3059\u3002<\/li>\n<li>\u518d\u8a08\u6e2c\u30fb\u898b\u76f4\u3057<br \/>\n\u65bd\u7b56\u5f8c\u306e\u6570\u5024\u3092\u518d\u5ea6\u6e2c\u5b9a\u3057\u3001\u52b9\u679c\u3092\u78ba\u8a8d\u3057\u306a\u304c\u3089\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3092\u7e70\u308a\u8fd4\u3057\u307e\u3059\u3002<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<h2 style=\"font-size: 1.75rem;\"><strong><a id=\"link05\"><\/a>\u51e6\u7406\u6642\u9593\u304c\u5ef6\u3073\u308b\u69cb\u9020\u7684\u306a\u539f\u56e0<\/strong><\/h2>\n<p><img decoding=\"async\" class=\"alignnone wp-image-460004\" src=\"https:\/\/www.genesys.com\/media\/image_legacy-pbx-employee-stressed-1260x840.jpg\" alt=\"\" width=\"564\" height=\"376\" srcset=\"https:\/\/www.genesys.com\/media\/image_legacy-pbx-employee-stressed-1260x840.jpg 1260w, https:\/\/www.genesys.com\/media\/image_legacy-pbx-employee-stressed-300x200.jpg 300w, https:\/\/www.genesys.com\/media\/image_legacy-pbx-employee-stressed-216x144.jpg 216w, https:\/\/www.genesys.com\/media\/image_legacy-pbx-employee-stressed.jpg 1440w\" sizes=\"(max-width: 564px) 100vw, 564px\" \/><\/p>\n<p>AHT \u60aa\u5316\u306f\u3001\u500b\u4eba\u30b9\u30ad\u30eb\u3068\u3044\u3046\u3088\u308a\u306f\u3080\u3057\u308d<strong>\u4ed5\u7d44\u307f\u306e\u554f\u984c<\/strong>\u3067\u8d77\u304d\u308b\u30b1\u30fc\u30b9\u304c\u591a\u304f\u3042\u308a\u307e\u3059\u3002\u5f0a\u793e\u3078\u306e\u76f8\u8ac7\u6642\u306b\u3001\u591a\u304f\u805e\u304b\u308c\u308b\u30b1\u30fc\u30b9\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\"><strong>\u30fb\u30ca\u30ec\u30c3\u30b8\u4e0d\u8db3\u30fb\u60c5\u5831\u63a2\u7d22\u306e\u591a\u3055<\/strong><\/h3>\n<p>FAQ \u3084\u30de\u30cb\u30e5\u30a2\u30eb\u672a\u6574\u5099\u306f\u3001\u901a\u8a71\u30fb\u4fdd\u7559\u6642\u9593\u3092\u5ef6\u3070\u3059\u8981\u56e0\u306b\u306a\u308a\u307e\u3059\u3002\u4f8b\u3048\u3070\u3001\u65b0\u5546\u54c1\u306e\u767a\u8868\u306a\u3069\u306f\u4e8b\u524d\u306e\u52c9\u5f37\u4f1a\u304c\u9593\u306b\u5408\u308f\u306a\u304f\u3066\u3082\u3001\u30ca\u30ec\u30c3\u30b8\u3092\u30c7\u30fc\u30bf\u30d9\u30fc\u30b9\u306b\u5165\u308c\u3066\u304a\u304d\u3001\u5468\u77e5\u3057\u3066\u304a\u304f\u306a\u3069\u306e\u5bfe\u7b56\u304c\u3068\u308c\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\"><strong>\u30fb\u30b7\u30b9\u30c6\u30e0\u30fb\u30c4\u30fc\u30eb\u306e\u5206\u65ad<\/strong><\/h3>\n<p>\u8907\u6570\u753b\u9762\u30fb\u8907\u6570\u30c4\u30fc\u30eb\u306e\u5207\u308a\u66ff\u3048\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u30ed\u30b9\u3092\u751f\u307f\u307e\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5fdc\u5bfe\u54c1\u8cea\u3092\u4e0a\u3052\u308b\u305f\u3081\u306b\u3001\u5b9a\u671f\u7684\u306b\u898b\u76f4\u3057\u3066\u3001\u7d71\u5408\u578b\u306e\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u30b7\u30b9\u30c6\u30e0\u5c0e\u5165\u3092\u691c\u8a0e\u3057\u3066\u307f\u308b\u306e\u304c\u6709\u52b9\u3067\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\"><strong>\u30fb\u4e0d\u9069\u5207\u306a\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0<\/strong><\/h3>\n<p>\u30b9\u30ad\u30eb\u4e0d\u4e00\u81f4\u306b\u3088\u308b\u8ee2\u9001\u306f\u3001 AHT \u3068\u9867\u5ba2\u4f53\u9a13\u306e\u53cc\u65b9\u3092\u60aa\u5316\u3055\u305b\u307e\u3059\u3002\u5b9a\u671f\u7684\u306a\u30b7\u30b9\u30c6\u30e0\u30fb\u30c4\u30fc\u30eb\u306e\u898b\u76f4\u3057\u3068\u540c\u69d8\u306b\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u914d\u7f6e\u3084\u7a93\u53e3\u306e\u5bfe\u5fdc\u7bc4\u56f2\u306a\u3069\u3082\u3001\u898b\u76f4\u3059\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<h2 style=\"font-size: 1.75rem;\"><a id=\"link06\"><\/a>Genesys Cloud\u3067\u5b9f\u73fe\u3067\u304d\u308bAHT\u6700\u9069\u5316<\/h2>\n<p>Genesys Cloud \u306f\u3001 AHT \u3092\u69cb\u9020\u7684\u306b\u5206\u89e3\u30fb\u53ef\u8996\u5316\u3057\u3001\u6539\u5584\u306e\u30dd\u30a4\u30f3\u30c8\u3092\u63d0\u793a\u3001\u904b\u7528\u6539\u5584\u30b5\u30a4\u30af\u30eb\u3092\u56de\u3059\u30b5\u30dd\u30fc\u30c8\u3092\u3067\u304d\u308b\u3068\u3044\u3046\u7279\u9577\u304c\u3042\u308a\u307e\u3059\u3002\u591a\u304f\u306e\u304a\u5ba2\u69d8\u304b\u3089\u9078\u3070\u308c\u3066\u3044\u308b\u30dd\u30a4\u30f3\u30c8\u3092\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3001\u9867\u5ba2\u3001\u7ba1\u7406\u8005\u306e 3 \u3064\u306e\u8996\u70b9\u304b\u3089\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\"><strong>\u2605\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30a2\u30b7\u30b9\u30c8<\/strong><\/h3>\n<h4 style=\"font-size: 1.25rem;\">\u263aAI \u306b\u3088\u308b\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u652f\u63f4<\/h4>\n<p>\u4f1a\u8a71\u5185\u5bb9\u306b\u5fdc\u3058\u305f\u56de\u7b54\u3092\u63d0\u793a\u3057\u305f\u308a\u3001\u5fc5\u8981\u306a\u30ca\u30ec\u30c3\u30b8\u3092\u63d0\u6848\u3057\u305f\u308a\u3059\u308b\u3053\u3068\u3067\u3001\u901a\u8a71\u6642\u9593\u77ed\u7e2e\u3092\u652f\u63f4\u3057\u307e\u3059\u3002\u904e\u53bb\u306e Web \u884c\u52d5\u5c65\u6b74\u3084\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u8ee2\u9001\u3055\u308c\u308b\u524d\u306e\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u306e\u5bfe\u8a71\u5185\u5bb9\u3092\u8981\u7d04\u3057\u3066\u8868\u793a\u3059\u308b\u3053\u3068\u3067\u3001\u554f\u3044\u5408\u308f\u305b\u306b\u81f3\u308b\u7d4c\u7def\u3092\u628a\u63e1\u3057\u305f\u3046\u3048\u3067\u306e\u5bfe\u5fdc\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u95a2\u9023\u30b5\u30fc\u30d3\u30b9\uff1a<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/ai-and-automation\">\u4eba\u5de5\u77e5\u80fd\u3068\u81ea\u52d5\u5316<\/a><\/p>\n<h4 style=\"font-size: 1.25rem;\">\u263a\u5f8c\u51e6\u7406\u6642\u9593\u3092\u524a\u6e1b\u3059\u308b\u81ea\u52d5\u5165\u529b\u5316<\/h4>\n<p>AI \u304c\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u9867\u5ba2\u306e\u4f1a\u8a71\u5185\u5bb9\u306b\u57fa\u3065\u3044\u3066\u3001\u5fdc\u5bfe\u5c65\u6b74\u3084\u5bfe\u5fdc\u7d50\u679c\u306e\u8981\u7d04\u3092\u81ea\u52d5\u7684\u306b\u751f\u6210\u3057\u3001\u81ea\u52d5\u5165\u529b\u3059\u308b\u306e\u3067\u3001\u5f8c\u51e6\u7406\u6642\u9593\u306e\u524a\u6e1b\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\"><strong>\u3010AI\u6d3b\u7528\u3067AHT\u3092\u6700\u9069\u5316\u3002\u307e\u305a\u306f\u7121\u6599\u30c8\u30e9\u30a4\u30a2\u30eb\u3067\u5b9f\u611f\u3011<\/strong><\/p>\n<p style=\"text-align: center;\"><img decoding=\"async\" class=\"alignnone wp-image-625058 aligncenter\" src=\"https:\/\/www.genesys.com\/media\/Levels-of-Experience-Orchestration-scaled-e1778174248488.png\" alt=\"\" width=\"432\" height=\"210\" \/><br \/>\n<button style=\"background-color: #ff451a; padding: 9px 15px; border: none; border-radius: 5px; cursor: pointer; font-size: 16px; text-align: center;\"><a style=\"color: white; text-decoration: none; display: inline-block; width: 100%;\" href=\"https:\/\/www.genesys.com\/ja-jp\/tour\">\u7121\u6599\u30aa\u30f3\u30e9\u30a4\u30f3\u30c4\u30a2\u30fc\u3092\u4f53\u9a13\u3059\u308b<br \/>\n<\/a><br \/>\n<\/button><\/p>\n<h3 style=\"font-size: 1.5rem;\">\u2605\u9867\u5ba2\u6e80\u8db3\u5ea6\u5411\u4e0a<\/h3>\n<h4 style=\"font-size: 1.25rem;\">\u263a\u6700\u9069\u306a\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306b\u3088\u308b\u4e00\u6b21\u89e3\u6c7a\u7387\u5411\u4e0a<\/h4>\n<p>\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u5185\u5bb9\u306b\u57fa\u3065\u3044\u3066\u3001\u6700\u9069\u306a\u30b9\u30ad\u30eb\u3092\u6301\u3064\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u76f4\u63a5\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3059\u308b\u3088\u3046\u8a2d\u5b9a\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u9593\u3084\u90e8\u7f72\u9593\u306e\u8ee2\u9001\u304c\u6e1b\u308b\u305f\u3081\u3001\u4e00\u6b21\u89e3\u6c7a\u7387\u304c\u5411\u4e0a\u3057\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u2605\u7ba1\u7406\u8005\u306e\u30b5\u30dd\u30fc\u30c8<\/h3>\n<h4 style=\"font-size: 1.25rem;\">\u263a\u00a0AHT \u3092\u5206\u89e3\u30fb\u53ef\u8996\u5316\u3057\u6539\u5584\u306b\u3064\u306a\u3052\u308b\u904b\u7528<\/h4>\n<p>\u901a\u8a71\u6642\u9593\u30fb\u4fdd\u7559\u6642\u9593\u30fb\u5f8c\u51e6\u7406\u6642\u9593\u3054\u3068\u306b\u6570\u5024\u3092\u628a\u63e1\u3067\u304d\u308b\u306e\u3067\u3001\u539f\u56e0\u3068\u65bd\u7b56\u3092\u7d50\u3073\u3064\u3051\u305f\u6539\u5584\u30b5\u30a4\u30af\u30eb\u3092\u56de\u3059\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p>\n<h4 style=\"font-size: 1.25rem;\">\u263a\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u7d71\u5408\u306b\u3088\u308b\u5168\u4f53\u6700\u9069\u5316<\/h4>\n<p>\u96fb\u8a71\u3001\u30e1\u30fc\u30eb\u3001\u30c1\u30e3\u30c3\u30c8\u306a\u3069\u8907\u6570\u306b\u5206\u304b\u308c\u305f\u30c1\u30e3\u30cd\u30eb\u3092\u7d71\u5408\u3059\u308b\u3053\u3068\u3067\u3001\u30c1\u30e3\u30cd\u30eb\u6a2a\u65ad\u3067\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u878d\u901a\u3059\u308b\u306a\u3069\u3001 AHT \u306e\u5168\u4f53\u6700\u9069\u5316\u304c\u56f3\u308c\u307e\u3059\u3002<\/p>\n<p>\u3010\u95a2\u9023\u8a18\u4e8b\u3011<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-omnichannel-strategy-benefits-examples\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u3068\u306f\uff1f\u610f\u5473\u3084\u9867\u5ba2\u4f53\u9a13\u3092\u9ad8\u3081\u308b\u6226\u7565\u30fb\u30e1\u30ea\u30c3\u30c8\u30fb\u4e8b\u4f8b\u3092\u89e3\u8aac<br \/>\n<\/a><\/p>\n<p>&nbsp;<\/p>\n<h2 style=\"font-size: 1.75rem;\"><a id=\"link07\"><\/a>\u696d\u52d9\u30bf\u30a4\u30d7\u5225\u306b\u898b\u308bAHT\u6539\u5584\u306e\u512a\u5148\u30dd\u30a4\u30f3\u30c8<\/h2>\n<p>AHT \u6539\u5584\u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u306f\u3001\u3059\u3079\u3066\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u5171\u901a\u3068\u3044\u3046\u308f\u3051\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002<br \/>\n&lt;br\u696d\u52d9\u306e\u76ee\u7684\u3084\u554f\u3044\u5408\u308f\u305b\u7279\u6027\u306b\u3088\u3063\u3066\u3001\u91cd\u8996\u3059\u3079\u304d\u30dd\u30a4\u30f3\u30c8\u3084\u512a\u5148\u9806\u4f4d\u306f\u5927\u304d\u304f\u7570\u306a\u308a\u307e\u3059\u3002<br \/>\n\u3053\u3053\u3067\u306f\u3001\u696d\u52d9\u30bf\u30a4\u30d7\u5225\u306b AHT \u6539\u5584\u306e\u8003\u3048\u65b9\u3068\u6ce8\u76ee\u3059\u3079\u304d\u30dd\u30a4\u30f3\u30c8\u3092\u6574\u7406\u3057\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\uff08\u53d7\u4fe1\u696d\u52d9\uff09<\/h3>\n<p><a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/inbound\">\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc<\/a>\u306f\u3001\u554f\u3044\u5408\u308f\u305b\u5185\u5bb9\u304c\u591a\u69d8\u3067\u3042\u308b\u3068\u3044\u3046\u7279\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u9867\u5ba2\u304c\u9069\u5207\u306a\u7a93\u53e3\u3084\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u7e4b\u304c\u308b\u3088\u3046\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3057\u3001\u4e00\u6b21\u89e3\u6c7a\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u3067 AHT \u304c\u6539\u5584\u3067\u304d\u307e\u3059\u3002\u306a\u305c\u306a\u3089\u3001\u5f85\u3061\u6642\u9593\u306e\u77ed\u7e2e\u3084\u4e00\u6b21\u89e3\u6c7a\u7387\u304c\u9867\u5ba2\u4f53\u9a13\u306b\u76f4\u7d50\u3059\u308b\u304b\u3089\u3067\u3059\u3002<br \/>\n\u4f8b\u3048\u3070\u3001\u901a\u8ca9\u306a\u3069\u306e\u5834\u5408\u306b\u8cfc\u5165\u8005\u306e\u5bfe\u5fdc\u3068\u3001\u8cfc\u5165\u5f8c\u306e\u554f\u3044\u5408\u308f\u305b\u3092\u5206\u3051\u308b\u3053\u3068\u3067\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u52b9\u7387\u826f\u304f\u696d\u52d9\u3092\u9042\u884c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>Genesys Cloud \u3067\u306f\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/automated-routing\">\u30b9\u30ad\u30eb\u30d9\u30fc\u30b9\/ AI \u30eb\u30fc\u30c6\u30a3\u30f3\u30b0<\/a>\u3001 <a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/interactive-voice-response-ivr\">IVR \u3084\u30d0\u30fc\u30c1\u30e3\u30eb\u30fb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u3088\u308b\u4e00\u6b21\u5207\u308a\u5206\u3051<\/a>\u3001 <a href=\"https:\/\/jp-help.genesys.cloud\/articles\/about-genesys-agent-copilot\/\">Agent Copilot \u306e\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u652f\u63f4<\/a>\u304c\u6d3b\u7528\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u95a2\u9023\u8a18\u4e8b\uff1a<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/back-to-basics-inbound-contact-center-software\">\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\u3068\u306f\uff1f<\/a><\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\uff08\u767a\u4fe1\u696d\u52d9\uff09<\/h3>\n<p><a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/outbound\">\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc<\/a>\u306f\u3001\u901a\u8a71\u76ee\u7684\u304c\u660e\u78ba\u306a\u305f\u3081\u3001\u751f\u7523\u6027\uff08 CPH \uff1a \uff11 \u6642\u9593\u3042\u305f\u308a\u306e\u767a\u4fe1\u6570\uff09\u3068\u54c1\u8cea\u306e\u4e21\u7acb\u304c\u8ab2\u984c\u3067\u3059\u3002\u901a\u8a71\u5206\u6790\u6a5f\u80fd\u3092\u4f7f\u3044\u3001\u30b9\u30af\u30ea\u30d7\u30c8\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3084\u3001\u9867\u5ba2\u30ea\u30b9\u30c8\u306e\u54c1\u8cea\u304c AHT \u6539\u5584\u306b\u76f4\u7d50\u3057\u307e\u3059\u3002<br \/>\nGenesys Cloud \u3067\u306f\u3001\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u7ba1\u7406\u3001\u30b9\u30af\u30ea\u30d7\u30c8\u30fb\u30c8\u30fc\u30af\u652f\u63f4\u3001\u901a\u8a71\u5206\u6790\u30fb\u30ec\u30dd\u30fc\u30c8\u304c\u6d3b\u7528\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u95a2\u9023\u8a18\u4e8b\uff1a<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/outbound-call-center-trends\">\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f\u6700\u65b0\u30c8\u30ec\u30f3\u30c9\u3068\u6b21\u4e16\u4ee3\u578b\u904b\u7528\u306e\u30dd\u30a4\u30f3\u30c8<\/a><\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8\u30fb\u5c02\u9580\u7a93\u53e3<\/h3>\n<p>\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8\u306e\u3088\u3046\u306a\u5c02\u9580\u7a93\u53e3\u306f\u3001\u554f\u3044\u5408\u308f\u305b\u5185\u5bb9\u304c\u8907\u96d1\u3067\u3001 AHT \u304c\u9577\u304f\u306a\u308b\u50be\u5411\u306b\u3042\u308a\u307e\u3059\u3002\u983b\u5ea6\u306e\u591a\u3044\u3082\u306e\u306b\u3064\u3044\u3066\u306f\u3001\u30ca\u30ec\u30c3\u30b8\u306e\u5145\u5b9f\u306b\u3088\u308a AHT \u6539\u5584\u304c\u898b\u8fbc\u3081\u307e\u3059\u304c\u3001\u305d\u306e\u4ed6\u306b\u3064\u3044\u3066\u306f\u3001 AHT \u3092\u77ed\u7e2e\u3059\u308b\u3088\u308a\u3082\u3080\u3057\u308d\u3001\u89e3\u6c7a\u54c1\u8cea\u306e\u5411\u4e0a\u3092\u91cd\u8996\u3057\u307e\u3057\u3087\u3046\u3002<br \/>\nGenesys Cloud \u3067\u306f\u3001\u9ad8\u5ea6\u306a\u30b9\u30ad\u30eb\uff0f\u5c02\u9580\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001\u30ca\u30ec\u30c3\u30b8\u9023\u643a\u30fb Agent Assist \u5f37\u5316\u3001 ACW \u81ea\u52d5\u5316\uff08\u901a\u8a71\u8981\u7d04\u30fb\u5165\u529b\u88dc\u52a9\uff09\u304c\u6d3b\u7528\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 style=\"font-size: 1.75rem;\"><a id=\"link08\"><\/a>\u307e\u3068\u3081\uff1aAHT\u6539\u5584\u306bGenesys Cloud\u304c\u6709\u52b9\u306a\u7406\u7531<\/h2>\n<p>AHT \u306f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u306e\u57fa\u672c KPI \u3067\u3042\u308a\u3001<strong>\u77ed\u7e2e\u3067\u306f\u306a\u304f\u6700\u9069\u5316<\/strong>\u304c\u91cd\u8981\u3067\u3059\u3002<br \/>\nGenesys Cloud \u306f\u3001 AI \u30fb\u81ea\u52d5\u5316\u30fb\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u7d71\u5408\u306b\u3088\u308a\u3001 AHT \u3092\u69cb\u9020\u7684\u306b\u6539\u5584\u3057\u3001\u6301\u7d9a\u7684\u306a\u904b\u7528\u6539\u5584\u3092\u652f\u63f4\u3057\u307e\u3059\u3002Genesys Cloud CX\u00a0 \u306f\u3001\u7121\u6599\u30c8\u30e9\u30a4\u30a2\u30eb\u3092\u3054\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002\u8cb4\u793e\u306e\u904b\u7528\u306b\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3057\u305f\u30c7\u30e2\u30f3\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3082\u3054\u7528\u610f\u3067\u304d\u307e\u3059\u306e\u3067\u3001\u4e0b\u8a18\u3088\u308a\u304a\u6c17\u8efd\u306b\u304a\u554f\u3044\u5408\u308f\u305b\u304f\u3060\u3055\u3044\u3002<br \/>\n&nbsp;<br \/>\n&nbsp;<\/p>\n<p style=\"text-align: center;\"><img decoding=\"async\" class=\"wp-image-632932 size-medium aligncenter\" src=\"https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads2-300x169.webp\" alt=\"\" width=\"300\" height=\"169\" srcset=\"https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads2-300x169.webp 300w, https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads2-1260x709.webp 1260w, https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads2-256x144.webp 256w, https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads2-374x210.webp 374w, https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads2-293x165.webp 293w, https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads2-580x326.webp 580w, https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads2.webp 1600w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><br \/>\n<button style=\"background-color: #ff451a; padding: 9px 15px; border: none; border-radius: 5px; cursor: pointer; font-size: 16px; text-align: center;\"><a style=\"color: white; text-decoration: none; display: inline-block; width: 100%;\" href=\"https:\/\/www.genesys.com\/ja-jp\/campaign\/request-a-demo\">\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u30c7\u30e2\u3092\u7533\u3057\u8fbc\u3080<\/a><br \/>\n<\/button><\/p>\n<p>&nbsp;<br \/>\n&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2 style=\"font-size: 1.75rem;\"><a id=\"link09\"><\/a>\u3088\u304f\u3042\u308b\u7591\u554f<\/h2>\n<p>\u6700\u5f8c\u306b\u3001\u591a\u304f\u306e\u7686\u69d8\u304b\u3089\u805e\u304b\u308c\u308b\u8cea\u554f\u3092\u3054\u7d39\u4ecb\u3044\u305f\u3057\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">1. 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