{"id":255661,"date":"2025-07-09T22:57:50","date_gmt":"2025-07-10T05:57:50","guid":{"rendered":"https:\/\/messengerbot.app\/essential-kpis-for-support-teams-measuring-performance-and-driving-success-in-customer-service-and-admin-support\/"},"modified":"2025-07-09T22:57:50","modified_gmt":"2025-07-10T05:57:50","slug":"%d8%a7%d9%84%d9%85%d8%a4%d8%b4%d8%b1%d8%a7%d8%aa-%d8%a7%d9%84%d8%b1%d8%a6%d9%8a%d8%b3%d9%8a%d8%a9-%d9%84%d9%84%d8%a3%d8%af%d8%a7%d8%a1-%d8%a7%d9%84%d8%a3%d8%b3%d8%a7%d8%b3%d9%8a%d8%a9-%d9%84%d9%81","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ar\/essential-kpis-for-support-teams-measuring-performance-and-driving-success-in-customer-service-and-admin-support\/","title":{"rendered":"\u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0644\u0623\u062f\u0627\u0621 \u0644\u0641\u0650\u0631\u064e\u0642 \u0627\u0644\u062f\u0639\u0645: \u0642\u064a\u0627\u0633 \u0627\u0644\u0623\u062f\u0627\u0621 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<strong>\u0645\u0624\u0634\u0631 \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS)<\/strong> \u064a\u0633\u0627\u0639\u062f \u0641\u064a \u0642\u064a\u0627\u0633 \u0641\u0639\u0627\u0644\u064a\u0629 \u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0627\u0644\u062f\u0639\u0645.<\/li>\n<li>Tracking <strong>\u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0648\u0643\u0644\u0627\u0621<\/strong> \u0648 <strong>\u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631<\/strong> \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u062d\u062f\u062f \u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u0627\u0644\u062a\u0648\u0638\u064a\u0641 \u0648\u0627\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629.<\/li>\n<li>\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0646\u0645\u0648\u0630\u062c \u0645\u0646\u0638\u0645 \u0644\u0640 <strong>\u0645\u0624\u0634\u0631\u0627\u062a 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\u0639\u0644\u0649 \u0627\u0644\u062f\u0639\u0645. \u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u064a\u0624\u062f\u064a \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0642\u0635\u0631 \u0625\u0644\u0649 \u0632\u064a\u0627\u062f\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>\u0648\u0642\u062a \u0627\u0644\u062d\u0644<\/strong>: \u064a\u062a\u062a\u0628\u0639 \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u062d\u0644 \u0645\u0634\u0643\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644. \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0639\u0632\u0632 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u062d\u0644 \u0627\u0644\u0641\u0639\u0627\u0644\u0629 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0628\u0634\u0643\u0644 \u0643\u0628\u064a\u0631.<\/li>\n<li><strong>\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)<\/strong>: \u0642\u064a\u0627\u0633 \u0645\u0628\u0627\u0634\u0631 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u064a\u062a\u0645 \u062c\u0645\u0639\u0647 \u0639\u0627\u062f\u0629\u064b \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0645\u0627 \u0628\u0639\u062f \u0627\u0644\u062a\u0641\u0627\u0639\u0644. \u062a\u0634\u064a\u0631 \u062f\u0631\u062c\u0627\u062a CSAT \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0625\u0644\u0649 \u062f\u0639\u0645 \u0641\u0639\u0627\u0644.<\/li>\n<li><strong>\u0645\u0624\u0634\u0631 \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS)<\/strong>: \u064a\u0642\u064a\u0633 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0633\u0624\u0627\u0644\u0647\u0645 \u0639\u0646 \u0645\u062f\u0649 \u0627\u062d\u062a\u0645\u0627\u0644 \u062a\u0648\u0635\u064a\u062a\u0647\u0645 \u0628\u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0644\u0622\u062e\u0631\u064a\u0646. \u062a\u0639\u0643\u0633 \u062f\u0631\u062c\u0629 NPS \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0639\u0644\u0627\u0642\u0627\u062a \u0642\u0648\u064a\u0629 \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>\u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)<\/strong>: \u062a\u0642\u064a\u0633 \u0645\u062f\u0649 \u0633\u0647\u0648\u0644\u0629 \u062d\u0644 \u0645\u0634\u0627\u0643\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u062a\u0631\u062a\u0628\u0637 \u062f\u0631\u062c\u0627\u062a \u0627\u0644\u062c\u0647\u062f \u0627\u0644\u0645\u0646\u062e\u0641\u0636\u0629 \u0628\u0632\u064a\u0627\u062f\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>\u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631<\/strong>: \u0627\u0644\u0639\u062f\u062f \u0627\u0644\u0625\u062c\u0645\u0627\u0644\u064a \u0644\u0637\u0644\u0628\u0627\u062a \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u062a\u064a \u062a\u0645 \u0627\u0633\u062a\u0644\u0627\u0645\u0647\u0627 \u062e\u0644\u0627\u0644 \u0641\u062a\u0631\u0629 \u0645\u0639\u064a\u0646\u0629. \u064a\u0633\u0627\u0639\u062f \u062a\u062d\u0644\u064a\u0644 \u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0641\u064a \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u0648\u0627\u0644\u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u062d\u062a\u0645\u0644\u0629 \u0644\u0644\u062a\u062d\u0633\u064a\u0646.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0648\u0643\u0644\u0627\u0621<\/strong>: \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0648\u0642\u062a \u0627\u0644\u0630\u064a \u064a\u0642\u0636\u064a\u0647 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0641\u064a \u0645\u0633\u0627\u0639\u062f\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0634\u0643\u0644 \u0646\u0634\u0637 \u0645\u0642\u0627\u0628\u0644 \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a\u0647\u0645 \u0627\u0644\u0645\u062a\u0627\u062d. \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0634\u064a\u0631 \u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0623\u0639\u0644\u0649 \u0625\u0644\u0649 \u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u062a\u0648\u0638\u064a\u0641.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644<\/strong>: \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0641\u064a \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0623\u0648\u0644. \u062a\u0634\u064a\u0631 \u0627\u0644\u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u0623\u0639\u0644\u0649 \u0625\u0644\u0649 \u0641\u0639\u0627\u0644\u064a\u0629 \u062d\u0644 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0645\u0646 \u0642\u0628\u0644 \u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u062f\u0639\u0645.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f<\/strong>: \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062a\u064a \u062a\u062a\u0637\u0644\u0628 \u062a\u0635\u0639\u064a\u062f\u064b\u0627 \u0625\u0644\u0649 \u062f\u0639\u0645 \u0623\u0639\u0644\u0649 \u0645\u0633\u062a\u0648\u0649. \u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u062a\u0634\u064a\u0631 \u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0627\u0644\u0645\u0646\u062e\u0641\u0636\u0629 \u0625\u0644\u0649 \u0623\u0646 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0645\u062c\u0647\u0632\u0648\u0646 \u062c\u064a\u062f\u064b\u0627 \u0644\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639 \u0627\u0644\u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a.<\/li>\n<li><strong>\u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 (SLA)<\/strong>: \u064a\u0642\u064a\u0633 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u062d\u062f\u062f\u0629 \u0645\u0633\u0628\u0642\u064b\u0627\u060c \u0645\u062b\u0644 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0648\u0627\u0644\u062d\u0644. \u062a\u0639\u0643\u0633 \u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u062e\u062f\u0645\u0629 \u062f\u0639\u0645 \u0645\u0648\u062b\u0648\u0642\u0629.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u062d\u062a\u0641\u0627\u0638 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/strong>: \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u064a\u0633\u062a\u0645\u0631\u0648\u0646 \u0641\u064a \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u062e\u062f\u0645\u0629 \u0645\u0639 \u0645\u0631\u0648\u0631 \u0627\u0644\u0648\u0642\u062a. \u062a\u0634\u064a\u0631 \u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0625\u0644\u0649 \u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u062f\u0639\u0645 \u0648\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>\u0623\u062f\u0627\u0621 \u0642\u0646\u0648\u0627\u062a \u0627\u0644\u062f\u0639\u0645<\/strong>: \u064a\u0642\u064a\u0645 \u0641\u0639\u0627\u0644\u064a\u0629 \u0642\u0646\u0648\u0627\u062a \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0645\u062e\u062a\u0644\u0641\u0629 (\u0645\u062b\u0644 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\u060c \u0627\u0644\u062f\u0631\u062f\u0634\u0629\u060c \u0627\u0644\u0647\u0627\u062a\u0641). \u064a\u0633\u0627\u0639\u062f \u0641\u0647\u0645 \u0623\u062f\u0627\u0621 \u0627\u0644\u0642\u0646\u0627\u0629 \u0641\u064a \u062a\u062d\u0633\u064a\u0646 \u062a\u062e\u0635\u064a\u0635 \u0627\u0644\u0645\u0648\u0627\u0631\u062f.<\/li>\n<li><strong>\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0648\u0643\u0644\u0627\u0621<\/strong>: \u064a\u0642\u064a\u0633 \u0645\u0633\u062a\u0648\u064a\u0627\u062a \u0631\u0636\u0627 \u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u062f\u0639\u0645. \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u0633\u0639\u062f\u0627\u0621 \u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u064a\u0643\u0648\u0646\u0648\u0646 \u0623\u0643\u062b\u0631 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0648\u064a\u0642\u062f\u0645\u0648\u0646 \u062e\u062f\u0645\u0629 \u0639\u0645\u0644\u0627\u0621 \u0623\u0641\u0636\u0644.<\/li>\n<li><strong>\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629<\/strong>: \u064a\u062a\u062a\u0628\u0639 \u0645\u062f\u0649 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0645\u0648\u0627\u0631\u062f \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629. \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0634\u064a\u0631 \u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0625\u0644\u0649 \u0625\u062f\u0627\u0631\u0629 \u0641\u0639\u0627\u0644\u0629 \u0644\u0644\u0645\u0639\u0631\u0641\u0629.<\/li>\n<li><strong>\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062a\u0630\u0643\u0631\u0629<\/strong>: \u064a\u062d\u0633\u0628 \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0645\u062a\u0643\u0628\u062f\u0629 \u0644\u062d\u0644 \u062a\u0630\u0643\u0631\u0629 \u062f\u0639\u0645. \u064a\u0633\u0627\u0639\u062f \u0645\u0631\u0627\u0642\u0628\u0629 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0641\u064a \u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u062a\u0643\u0627\u0644\u064a\u0641 \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631<\/strong>: \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u064a\u062a\u0648\u0627\u0635\u0644\u0648\u0646 \u0639\u062f\u0629 \u0645\u0631\u0627\u062a \u0628\u0634\u0623\u0646 \u0646\u0641\u0633 \u0627\u0644\u0645\u0634\u0643\u0644\u0629. \u062a\u0634\u064a\u0631 \u0627\u0644\u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u0645\u0646\u062e\u0641\u0636\u0629 \u0625\u0644\u0649 \u062d\u0644 \u0641\u0639\u0627\u0644 \u0641\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0648\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0627\u062c\u062a\u0645\u0627\u0639\u064a<\/strong>: \u064a\u0642\u064a\u0633 \u0645\u062f\u0649 \u0633\u0631\u0639\u0629 \u0648\u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0641\u0631\u064a\u0642 \u0627\u0644\u062f\u0639\u0645 \u0644\u0644\u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a \u0639\u0644\u0649 \u0645\u0646\u0635\u0627\u062a \u0648\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0627\u062c\u062a\u0645\u0627\u0639\u064a. \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0639\u0632\u0632 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0627\u062a \u0627\u0644\u0633\u0631\u064a\u0639\u0629 \u0645\u0646 \u0633\u0645\u0639\u0629 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629.<\/li>\n<li><strong>\u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u0631\u0648\u0628\u0648\u062a\u0627\u062a \u0627\u0644\u062f\u0631\u062f\u0634\u0629<\/strong>: \u0625\u0630\u0627 \u062a\u0645 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u062d\u0644\u0648\u0644 \u0622\u0644\u064a\u0629 \u0645\u062b\u0644 \u0631\u0648\u0628\u0648\u062a\u0627\u062a \u0627\u0644\u0645\u0631\u0627\u0633\u0644\u0629\u060c \u064a\u0642\u064a\u0645 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0645\u062f\u0649 \u062c\u0648\u062f\u0629 \u0627\u0644\u0631\u0648\u0628\u0648\u062a \u0641\u064a \u062d\u0644 \u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062f\u0648\u0646 \u062a\u062f\u062e\u0644 \u0628\u0634\u0631\u064a.<\/li>\n<li><strong>\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/strong>: \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0648\u0641\u0631 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0646\u0648\u0639\u064a\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0631\u0624\u0649 \u062d\u0648\u0644 \u0627\u0644\u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u062d\u062a\u0627\u062c \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u062a\u062f\u0631\u064a\u0628<\/strong>: \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u0623\u0643\u0645\u0644\u0648\u0627 \u0628\u0631\u0627\u0645\u062c \u0627\u0644\u062a\u062f\u0631\u064a\u0628. \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u0645\u062f\u0631\u0628\u0648\u0646 \u062c\u064a\u062f\u064b\u0627 \u0623\u0643\u062b\u0631 \u0627\u062d\u062a\u0645\u0627\u0644\u064b\u0627 \u0644\u0644\u0623\u062f\u0627\u0621 \u0628\u0641\u0639\u0627\u0644\u064a\u0629.<\/li>\n<li><strong>\u0627\u0644\u0639\u0627\u0626\u062f \u0639\u0644\u0649 \u0627\u0644\u0627\u0633\u062a\u062b\u0645\u0627\u0631 (ROI)<\/strong>: \u064a\u0642\u064a\u0645 \u0627\u0644\u0639\u0627\u0626\u062f \u0627\u0644\u0645\u0627\u0644\u064a \u0627\u0644\u0646\u0627\u062a\u062c \u0639\u0646 \u0627\u0633\u062a\u062b\u0645\u0627\u0631\u0627\u062a \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u064a\u0634\u064a\u0631 \u0627\u0644\u0639\u0627\u0626\u062f \u0627\u0644\u0625\u064a\u062c\u0627\u0628\u064a \u0639\u0644\u0649 \u0627\u0644\u0627\u0633\u062a\u062b\u0645\u0627\u0631 \u0625\u0644\u0649 \u0623\u0646 \u062c\u0647\u0648\u062f \u0627\u0644\u062f\u0639\u0645 \u062a\u0633\u0647\u0645 \u0641\u064a \u0646\u062c\u0627\u062d \u0627\u0644\u0623\u0639\u0645\u0627\u0644 \u0628\u0634\u0643\u0644 \u0639\u0627\u0645.<\/li>\n<\/ul>\n<p>\u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u062a\u0628\u0639 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a\u060c \u064a\u0645\u0643\u0646 \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u062a\u062d\u0633\u064a\u0646 \u0639\u0645\u0644\u064a\u0627\u062a \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0632\u064a\u0627\u062f\u0629 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0648\u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0641\u0647\u0645 \u0623\u0639\u0645\u0642 \u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0645\u0645\u0627 \u064a\u0624\u062f\u064a \u0641\u064a \u0627\u0644\u0646\u0647\u0627\u064a\u0629 \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0642\u0631\u0627\u0621\u0629\u060c \u064a\u0645\u0643\u0646\u0643 \u0627\u0644\u0627\u0637\u0644\u0627\u0639 \u0639\u0644\u0649 \u0627\u0644\u0645\u0648\u0627\u0631\u062f \u0645\u0646 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">\u0645\u0639\u0647\u062f \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0648\u062a\u0642\u0627\u0631\u064a\u0631 \u0627\u0644\u0635\u0646\u0627\u0639\u0629 \u0645\u0646 <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">Gartner<\/a> \u0648 <a href=\"https:\/\/www.forrester.com\" target=\"_blank\" rel=\"noopener\">Forrester<\/a>, \u0627\u0644\u062a\u064a \u062a\u0642\u062f\u0645 \u062a\u062d\u0644\u064a\u0644\u0627\u062a \u0645\u062a\u0639\u0645\u0642\u0629 \u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a.<\/p>\n<h2>\u0623\u0641\u0636\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645<\/h2>\n<p>\u062a\u062d\u062f\u064a\u062f \u0623\u0641\u0636\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645 \u0623\u0645\u0631 \u062d\u0627\u0633\u0645 \u0644\u0642\u064a\u0627\u0633 \u0627\u0644\u0641\u0639\u0627\u0644\u064a\u0629 \u0648\u062f\u0641\u0639 \u0627\u0644\u062a\u062d\u0633\u064a\u0646\u0627\u062a. \u0625\u0644\u064a\u0643 \u0628\u0639\u0636 \u0645\u0646 \u0623\u0643\u062b\u0631 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u062a\u0623\u062b\u064a\u0631\u064b\u0627 \u0627\u0644\u062a\u064a \u064a\u062c\u0628 \u0623\u062e\u0630\u0647\u0627 \u0628\u0639\u064a\u0646 \u0627\u0644\u0627\u0639\u062a\u0628\u0627\u0631:<\/p>\n<ul>\n<li><strong>\u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644<\/strong>: \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631 \u062d\u064a\u0648\u064a \u0644\u0623\u0646\u0647 \u064a\u0634\u064a\u0631 \u0625\u0644\u0649 \u0639\u062f\u062f \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u062e\u0644\u0627\u0644 \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0623\u0648\u0644\u060c \u0645\u0645\u0627 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0627\u0644\u062d\u0627\u062c\u0629 \u0625\u0644\u0649 \u0627\u0644\u0645\u062a\u0627\u0628\u0639\u0627\u062a.<\/li>\n<li><strong>\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)<\/strong>: \u0642\u064a\u0627\u0633 \u0645\u0633\u062a\u0648\u0649 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0627\u0646\u062a\u0638\u0627\u0645 \u064a\u0633\u0627\u0639\u062f \u0641\u064a \u0642\u064a\u0627\u0633 \u0633\u0639\u0627\u062f\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u062d\u062a\u0627\u062c \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646.<\/li>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062d\u0644<\/strong>: \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0645\u062f\u0629 \u0627\u0644\u062a\u064a \u062a\u0633\u062a\u063a\u0631\u0642\u0647\u0627 \u0644\u062d\u0644 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0633\u0627\u0639\u062f \u0641\u064a \u062a\u0628\u0633\u064a\u0637 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0648\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0643\u0641\u0627\u0621\u0629.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0648\u0643\u0644\u0627\u0621<\/strong>: \u0641\u0647\u0645 \u0645\u062f\u0649 \u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0624\u062f\u064a \u0625\u0644\u0649 \u0627\u062a\u062e\u0627\u0630 \u0642\u0631\u0627\u0631\u0627\u062a \u062a\u0648\u0638\u064a\u0641 \u0623\u0641\u0636\u0644 \u0648\u062a\u062d\u0633\u064a\u0646 \u062a\u0642\u062f\u064a\u0645 \u0627\u0644\u062e\u062f\u0645\u0629.<\/li>\n<li><strong>\u0645\u0624\u0634\u0631 \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS)<\/strong>: \u062a\u062a\u0628\u0639 \u0645\u0624\u0634\u0631 \u0635\u0627\u0641\u064a \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u064a\u0633\u0627\u0639\u062f \u0641\u064a \u062a\u0642\u064a\u064a\u0645 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u062d\u062a\u0645\u0627\u0644\u064a\u0629 \u0625\u062d\u0627\u0644\u062a\u0647\u0645\u060c \u0648\u0647\u0648 \u0623\u0645\u0631 \u062d\u0627\u0633\u0645 \u0644\u0646\u0645\u0648 \u0627\u0644\u0623\u0639\u0645\u0627\u0644.<\/li>\n<\/ul>\n<p>\u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a\u060c \u064a\u0645\u0643\u0646 \u0644\u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645 \u062a\u0639\u0632\u064a\u0632 \u0623\u062f\u0627\u0626\u0647\u0627\u060c \u0645\u0645\u0627 \u064a\u0624\u062f\u064a \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u062a\u062c\u0627\u0631\u0628 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0632\u064a\u0627\u062f\u0629 \u0627\u0644\u0648\u0644\u0627\u0621. \u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0623\u0641\u0643\u0627\u0631 \u062d\u0648\u0644 \u062a\u062d\u0633\u064a\u0646 \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u062a\u0643 \u0644\u0644\u062f\u0639\u0645\u060c \u0627\u0633\u062a\u0643\u0634\u0641 \u0645\u0648\u0627\u0631\u062f\u0646\u0627 \u062d\u0648\u0644 <a href=\"https:\/\/messengerbot.app\/ar\/%d8%b2%d9%8a%d8%a7%d8%af%d8%a9-%d8%aa%d9%81%d8%a7%d8%b9%d9%84-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d8%a7%d8%a1-%d9%85%d8%b9-%d8%a7%d8%b3%d8%aa%d8%b1%d8%a7%d8%aa%d9%8a%d8%ac%d9%8a%d8%a7%d8%aa-%d8%b1%d9%88\/\">\u0632\u064a\u0627\u062f\u0629 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0639 \u0631\u0648\u0628\u0648\u062a\u0627\u062a \u0627\u0644\u062f\u0631\u062f\u0634\u0629<\/a> \u0648 <a href=\"https:\/\/messengerbot.app\/ar\/%d8%aa%d8%ad%d9%88%d9%8a%d9%84-%d8%aa%d9%81%d8%a7%d8%b9%d9%84-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d8%a7%d8%a1-%d9%85%d9%86-%d8%ae%d9%84%d8%a7%d9%84-%d8%af%d8%b1%d8%af%d8%b4%d8%a9-%d8%a7%d9%84%d8%b0%d9%83\/\">\u062a\u062d\u0648\u064a\u0644 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0631\u0648\u0628\u0648\u062a\u0627\u062a \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0630\u0643\u064a\u0629<\/a>.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/07\/kpis-for-support-teams-335100.avif\" alt=\"\" title=\"\"><\/img><\/p>\n<h2>\u0645\u0627 \u0647\u0648 \u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062f\u0639\u0645\u061f<\/h2>\n<p>\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 (KPIs) \u0644\u062e\u062f\u0645\u0627\u062a \u0627\u0644\u062f\u0639\u0645 \u0647\u064a \u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u0633\u0627\u0633\u064a\u0629 \u062a\u0633\u0627\u0639\u062f \u0627\u0644\u0645\u0624\u0633\u0633\u0627\u062a \u0641\u064a \u062a\u0642\u064a\u064a\u0645 \u0641\u0639\u0627\u0644\u064a\u0629 \u0648\u0643\u0641\u0627\u0621\u0629 \u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645 \u0644\u062f\u064a\u0647\u0627. \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0645\u062d\u062f\u062f\u0629\u060c \u064a\u0645\u0643\u0646 \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0631\u0624\u0649 \u062d\u0648\u0644 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u060c \u0648\u0627\u0644\u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u062d\u062a\u0627\u062c \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646. \u0641\u0647\u0645 \u0647\u0630\u0647 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u0645\u0631 \u062d\u0627\u0633\u0645 \u0644\u062a\u062d\u0633\u064a\u0646 \u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u062f\u0639\u0645 \u0648\u062a\u0639\u0632\u064a\u0632 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0634\u0643\u0644 \u0639\u0627\u0645.<\/p>\n<h3>\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0641\u0631\u064a\u0642 \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0641\u0646\u064a<\/h3>\n<p>\u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0641\u0646\u064a\u060c \u064a\u062a\u0645 \u062a\u062e\u0635\u064a\u0635 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0642\u064a\u0627\u0633 \u0627\u0644\u062a\u062d\u062f\u064a\u0627\u062a \u0627\u0644\u0641\u0631\u064a\u062f\u0629 \u0627\u0644\u062a\u064a \u062a\u0648\u0627\u062c\u0647\u0647\u0627. \u062a\u0634\u0645\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u0647\u0645\u0629:<\/p>\n<ul>\n<li><strong>\u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0627\u0644\u0623\u0648\u0644\u0649 (FCR)<\/strong>: \u0647\u0630\u0627 \u064a\u0634\u064a\u0631 \u0625\u0644\u0649 \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u062e\u0644\u0627\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u060c \u0645\u0645\u0627 \u064a\u0639\u0643\u0633 \u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u0641\u0631\u064a\u0642.<\/li>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u062d\u0644 \u0627\u0644\u062a\u0630\u0627\u0643\u0631<\/strong>: \u0647\u0630\u0627 \u064a\u0642\u064a\u0633 \u0627\u0644\u0645\u062f\u0629 \u0627\u0644\u062a\u064a \u062a\u0633\u062a\u063a\u0631\u0642\u0647\u0627 \u0644\u062d\u0644 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645\u060c \u0645\u0645\u0627 \u064a\u0633\u0627\u0639\u062f \u0641\u064a \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0645\u062c\u0627\u0644\u0627\u062a \u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a.<\/li>\n<li><strong>\u0648\u0642\u062a \u062a\u0634\u063a\u064a\u0644 \u0627\u0644\u062e\u062f\u0645\u0629<\/strong>: \u062d\u0627\u0633\u0645 \u0644\u0644\u0641\u0631\u0642 \u0627\u0644\u0641\u0646\u064a\u0629\u060c \u0647\u0630\u0627 \u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u064a\u062a\u062a\u0628\u0639 \u0645\u0648\u062b\u0648\u0642\u064a\u0629 \u0627\u0644\u062e\u062f\u0645\u0627\u062a \u0627\u0644\u0645\u0642\u062f\u0645\u0629 \u0644\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<\/ul>\n<p>\u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0633\u0627\u0639\u062f \u0627\u0644\u0623\u062f\u0648\u0627\u062a \u0645\u062b\u0644 <a href=\"https:\/\/messengerbot.app\/ar\/\">\u0628\u0648\u062a \u0645\u0627\u0633\u0646\u062c\u0631<\/a> \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0639\u0632\u0632 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0628\u0634\u0643\u0644 \u0643\u0628\u064a\u0631 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0623\u062a\u0645\u062a\u0629 \u0627\u0644\u0631\u062f\u0648\u062f \u0648\u062a\u062d\u0633\u064a\u0646 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u062d\u0644.<\/p>\n<h3>\u0623\u0641\u0636\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645<\/h3>\n<p>\u062a\u062d\u062f\u064a\u062f \u0623\u0641\u0636\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645 \u064a\u062a\u0637\u0644\u0628 \u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062a\u064a \u062a\u062f\u0641\u0639 \u0627\u0644\u0623\u062f\u0627\u0621 \u0648\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0625\u0644\u064a\u0643 \u0628\u0639\u0636 \u0645\u0646 \u0623\u0643\u062b\u0631 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0641\u0639\u0627\u0644\u064a\u0629:<\/p>\n<ul>\n<li><strong>\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)<\/strong>: \u0647\u0630\u0647 \u0627\u0644\u0646\u062a\u064a\u062c\u0629 \u062a\u0648\u0641\u0631 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0645\u0628\u0627\u0634\u0631\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062d\u0648\u0644 \u062a\u062c\u0631\u0628\u062a\u0647\u0645 \u0645\u0639 \u0627\u0644\u062f\u0639\u0645.<\/li>\n<li><strong>\u0645\u0624\u0634\u0631 \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS)<\/strong>: \u0647\u0630\u0627 \u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u064a\u0642\u064a\u0633 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u062d\u062a\u0645\u0627\u0644\u064a\u0629 \u0627\u0644\u062a\u0648\u0635\u064a\u0629 \u0628\u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0644\u0622\u062e\u0631\u064a\u0646.<\/li>\n<li><strong>\u0631\u0636\u0627 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646<\/strong>: \u0627\u0644\u0645\u0648\u0638\u0641\u0648\u0646 \u0627\u0644\u0633\u0639\u062f\u0627\u0621 \u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u064a\u0642\u0648\u062f\u0648\u0646 \u0625\u0644\u0649 \u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0623\u0641\u0636\u0644 \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0645\u0645\u0627 \u064a\u062c\u0639\u0644 \u0647\u0630\u0627 \u0645\u0624\u0634\u0631\u0627\u064b \u062d\u064a\u0648\u064a\u0627\u064b.<\/li>\n<\/ul>\n<p>\u0644\u0641\u0647\u0645 \u0634\u0627\u0645\u0644 \u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062f\u0639\u0645\u060c \u064a\u0645\u0643\u0646 \u0644\u0644\u0645\u0624\u0633\u0633\u0627\u062a \u0627\u0633\u062a\u0643\u0634\u0627\u0641 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a> \u0648 <a href=\"https:\/\/www.servicenow.com\" target=\"_blank\" rel=\"noopener\">ServiceNow<\/a> \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0635\u0646\u0627\u0639\u0629 \u0648\u0623\u0641\u0636\u0644 \u0627\u0644\u0645\u0645\u0627\u0631\u0633\u0627\u062a.<\/p>\n<h2>\u0645\u0627 \u0647\u064a \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0644\u0641\u0631\u0642 \u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u0623\u062f\u0627\u0621\u061f<\/h2>\n<p>\u0641\u0647\u0645 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0644\u0641\u0631\u0642 \u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0623\u0645\u0631 \u0636\u0631\u0648\u0631\u064a \u0644\u0642\u064a\u0627\u0633 \u0627\u0644\u0646\u062c\u0627\u062d \u0648\u062f\u0641\u0639 \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0633\u062a\u0645\u0631. \u0647\u0630\u0647 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0627 \u062a\u0633\u0627\u0639\u062f \u0641\u0642\u0637 \u0641\u064a \u062a\u0642\u064a\u064a\u0645 \u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u0641\u0631\u064a\u0642 \u0648\u0644\u0643\u0646 \u0623\u064a\u0636\u064b\u0627 \u0641\u064a \u0645\u0648\u0627\u0621\u0645\u0629 \u0623\u0647\u062f\u0627\u0641\u0647\u0645 \u0645\u0639 \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u062a\u0646\u0638\u064a\u0645\u064a\u0629 \u0627\u0644\u0623\u0648\u0633\u0639. \u0625\u0644\u064a\u0643 \u0628\u0639\u0636 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0627\u0644\u062d\u0627\u0633\u0645\u0629 \u0627\u0644\u062a\u064a \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0624\u062b\u0631 \u0628\u0634\u0643\u0644 \u0643\u0628\u064a\u0631 \u0639\u0644\u0649 \u0623\u062f\u0627\u0621 \u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645.<\/p>\n<h3>\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/h3>\n<p>\u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u062a\u0639\u062a\u0628\u0631 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u062d\u064a\u0648\u064a\u0629 \u0641\u064a \u062a\u0642\u064a\u064a\u0645 \u0645\u062f\u0649 \u0641\u0639\u0627\u0644\u064a\u0629 \u062a\u0644\u0628\u064a\u062a\u0647\u0645 \u0644\u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u0648\u0642\u0639\u0627\u062a\u0647\u0645. \u062a\u0634\u0645\u0644 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629:<\/p>\n<ul>\n<li><strong>\u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644:<\/strong> \u0647\u0630\u0627 \u064a\u0642\u064a\u0633 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u062a\u0644\u0642\u064a \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0623\u0648\u0644\u064a\u0629. \u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u064a\u0631\u062a\u0628\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0642\u0635\u0631 \u0628\u0632\u064a\u0627\u062f\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644:<\/strong> \u064a\u062a\u062a\u0628\u0639 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0641\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644. \u062a\u0633\u0639\u0649 \u0627\u0644\u0641\u0631\u0642 \u0630\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0639\u0627\u0644\u064a \u0639\u0627\u062f\u0629\u064b \u0625\u0644\u0649 \u0645\u0639\u062f\u0644 \u062d\u0644 \u064a\u0628\u0644\u063a 70% \u0623\u0648 \u0623\u0639\u0644\u0649.<\/li>\n<li><strong>\u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT):<\/strong> \u064a\u0639\u0643\u0633 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0646 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u0642\u062f\u0645\u0629. \u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u062a\u062d\u0642\u0642 \u0627\u0644\u0641\u0631\u0642 \u0630\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0639\u0627\u0644\u064a \u062f\u0631\u062c\u0627\u062a \u062a\u0628\u0644\u063a 85% \u0623\u0648 \u0623\u0643\u062b\u0631.<\/li>\n<\/ul>\n<p>\u064a\u0633\u0645\u062d \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0644\u0641\u0631\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u062a\u062d\u0633\u064a\u0646 \u0639\u0645\u0644\u064a\u0627\u062a\u0647\u0627 \u0648\u062a\u0639\u0632\u064a\u0632 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0634\u0643\u0644 \u0639\u0627\u0645\u060c \u0645\u0645\u0627 \u064a\u0624\u062f\u064a \u0641\u064a \u0627\u0644\u0646\u0647\u0627\u064a\u0629 \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0648\u0644\u0627\u0621 \u0648\u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638.<\/p>\n<h3>\u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u062f\u0639\u0645<\/h3>\n<p>\u062a\u0648\u0641\u0631 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u062f\u0639\u0645 \u0625\u0637\u0627\u0631\u064b\u0627 \u0644\u062a\u0642\u064a\u064a\u0645 \u0641\u0639\u0627\u0644\u064a\u0629 \u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645 \u0639\u0628\u0631 \u0648\u0638\u0627\u0626\u0641 \u0645\u062e\u062a\u0644\u0641\u0629. \u0625\u0644\u064a\u0643 \u0628\u0639\u0636 \u0627\u0644\u0623\u0645\u062b\u0644\u0629:<\/p>\n<ul>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT):<\/strong> \u0647\u0630\u0627 \u064a\u0642\u064a\u0633 \u0627\u0644\u0645\u062f\u0629 \u0627\u0644\u0645\u062a\u0648\u0633\u0637\u0629 \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642\u0629 \u0644\u062d\u0644 \u0645\u0634\u0643\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644. \u0627\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 AHT \u0645\u0646\u062e\u0641\u0636\u064b\u0627 \u0645\u0639 \u0627\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u0627\u0644\u062c\u0648\u062f\u0629 \u0623\u0645\u0631 \u0628\u0627\u0644\u063a \u0627\u0644\u0623\u0647\u0645\u064a\u0629 \u0644\u0644\u0643\u0641\u0627\u0621\u0629.<\/li>\n<li><strong>Net Promoter Score (NPS):<\/strong> \u064a\u0642\u064a\u0633 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u062d\u062a\u0645\u0627\u0644\u064a\u0629 \u062a\u0648\u0635\u064a\u062a\u0647\u0645 \u0628\u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0644\u0622\u062e\u0631\u064a\u0646. \u062a\u0634\u064a\u0631 \u062f\u0631\u062c\u0627\u062a NPS \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0625\u0644\u0649 \u0639\u0644\u0627\u0642\u0627\u062a \u0642\u0648\u064a\u0629 \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>\u062f\u0631\u062c\u0627\u062a \u0645\u0634\u0627\u0631\u0643\u0629 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646:<\/strong> \u064a\u0633\u0627\u0647\u0645 \u0627\u0644\u0645\u0648\u0638\u0641\u0648\u0646 \u0627\u0644\u0645\u0634\u0627\u0631\u0643\u0648\u0646 \u0641\u064a \u062a\u062d\u0633\u064a\u0646 \u062a\u0642\u062f\u064a\u0645 \u0627\u0644\u062e\u062f\u0645\u0629. \u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u062a\u062d\u0642\u0642 \u0627\u0644\u0641\u0631\u0642 \u0630\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0639\u0627\u0644\u064a \u062f\u0631\u062c\u0627\u062a \u0645\u0634\u0627\u0631\u0643\u0629 \u062a\u0628\u0644\u063a 80% \u0623\u0648 \u0623\u0639\u0644\u0649.<\/li>\n<\/ul>\n<p>\u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0647\u0630\u0647 \u0627\u0644\u0623\u0645\u062b\u0644\u0629 \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u062f\u0639\u0645\u060c \u064a\u0645\u0643\u0646 \u0644\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u062a\u062d\u062f\u064a\u062f \u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0648\u062a\u0639\u0632\u064a\u0632 \u062b\u0642\u0627\u0641\u0629 \u0627\u0644\u062a\u0645\u064a\u0632 \u062f\u0627\u062e\u0644 \u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645.<\/p>\n<h2>\u0645\u0627 \u0647\u064a \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u062f\u0639\u0645 \u0627\u0644\u062f\u0631\u062f\u0634\u0629\u061f<\/h2>\n<p>\u062a\u0639\u062a\u0628\u0631 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 (KPIs) \u0641\u064a \u062f\u0639\u0645 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u0633\u0627\u0633\u064a\u0629 \u062a\u0633\u0627\u0639\u062f \u0627\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u0639\u0644\u0649 \u062a\u0642\u064a\u064a\u0645 \u0641\u0639\u0627\u0644\u064a\u0629 \u0648\u0643\u0641\u0627\u0621\u0629 \u062a\u0641\u0627\u0639\u0644\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0625\u0644\u064a\u0643 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0627\u0644\u062a\u064a \u064a\u062c\u0628 \u0645\u0631\u0627\u0642\u0628\u062a\u0647\u0627:<\/p>\n<ul>\n<li><strong>\u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR)<\/strong>: \u064a\u0642\u064a\u0633 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u062e\u0644\u0627\u0644 \u0623\u0648\u0644 \u062a\u0641\u0627\u0639\u0644 \u062f\u0631\u062f\u0634\u0629. \u062a\u0634\u064a\u0631 \u0646\u0633\u0628\u0629 FCR \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0625\u0644\u0649 \u062f\u0639\u0645 \u0641\u0639\u0627\u0644\u060c \u0645\u0645\u0627 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0627\u0644\u062d\u0627\u062c\u0629 \u0625\u0644\u0649 \u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0645\u062a\u0627\u0628\u0639\u0629. \u0648\u0641\u0642\u064b\u0627 \u0644\u062f\u0631\u0627\u0633\u0629 \u0623\u062c\u0631\u0627\u0647\u0627 \u0645\u062c\u0644\u0633 \u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0624\u062f\u064a \u062a\u062d\u0633\u064a\u0646 FCR \u0625\u0644\u0649 \u0632\u064a\u0627\u062f\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0648\u0644\u0627\u0626\u0647\u0645.<\/li>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629<\/strong>: \u064a\u062a\u062a\u0628\u0639 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u062f\u0639\u0645 \u0644\u0644\u0631\u062f \u0639\u0644\u0649 \u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u062a\u0631\u062a\u0628\u0637 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0633\u0631\u0639 \u0628\u0645\u0639\u062f\u0644\u0627\u062a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0623\u0639\u0644\u0649. \u062a\u0638\u0647\u0631 \u0627\u0644\u0623\u0628\u062d\u0627\u062b \u0645\u0646 Zendesk \u0623\u0646 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u062a\u064a \u062a\u0642\u0644 \u0639\u0646 10 \u062f\u0642\u0627\u0626\u0642 \u062a\u0639\u0632\u0632 \u0628\u0634\u0643\u0644 \u0643\u0628\u064a\u0631 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>\u0645\u062f\u0629 \u0627\u0644\u062f\u0631\u062f\u0634\u0629<\/strong>: \u064a\u0642\u064a\u0633 \u0647\u0630\u0627 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\u0639\u0645\u0644 \u0628\u0633\u064a\u0637 \u0644\u0644\u0646\u0638\u0631 \u0641\u064a\u0647:<\/p>\n<ul>\n<li><strong>\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0623\u062f\u0627\u0621<\/strong>: \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0645\u062b\u0644 FCR\u060c \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u0648CSAT \u0644\u0642\u064a\u0627\u0633 \u0627\u0644\u0641\u0639\u0627\u0644\u064a\u0629.<\/li>\n<li><strong>\u062a\u0643\u0631\u0627\u0631 \u0627\u0644\u062a\u0642\u0627\u0631\u064a\u0631<\/strong>: \u062d\u062f\u062f \u0645\u062f\u0649 \u062a\u0643\u0631\u0627\u0631 \u0645\u0631\u0627\u062c\u0639\u0629 \u0647\u0630\u0647 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 - \u064a\u0648\u0645\u064a\u064b\u0627 \u0623\u0648 \u0623\u0633\u0628\u0648\u0639\u064a\u064b\u0627 \u0623\u0648 \u0634\u0647\u0631\u064a\u064b\u0627.<\/li>\n<li><strong>\u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0648\u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631<\/strong>: \u062d\u062f\u062f \u0623\u0647\u062f\u0627\u0641\u064b\u0627 \u0645\u062d\u062f\u062f\u0629 \u0644\u0643\u0644 KPI \u0644\u062a\u0648\u062c\u064a\u0647 \u0623\u062f\u0627\u0621 \u0627\u0644\u0641\u0631\u064a\u0642 \u0648\u062c\u0647\u0648\u062f \u0627\u0644\u062a\u062d\u0633\u064a\u0646.<\/li>\n<li><strong>\u0622\u0644\u064a\u0629 \u0627\u0644\u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0631\u0627\u062c\u0639\u0629<\/strong>: \u062a\u0646\u0641\u064a\u0630 \u0646\u0638\u0627\u0645 \u0644\u062c\u0645\u0639 \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0645\u0646 \u0643\u0644 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u062f\u0639\u0645 \u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0628\u0634\u0643\u0644 \u0645\u0633\u062a\u0645\u0631.<\/li>\n<li><strong>\u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0648\u0627\u0644\u062a\u0637\u0648\u064a\u0631<\/strong>: \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u0642\u062f \u062a\u062d\u062a\u0627\u062c \u0625\u0644\u0649 \u062a\u062f\u0631\u064a\u0628 \u0625\u0636\u0627\u0641\u064a \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u0646\u062a\u0627\u0626\u062c KPI\u060c \u0648\u062e\u0627\u0635\u0629 \u0644\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u062b\u0644 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f.<\/li>\n<\/ul>\n<p>\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0647\u0630\u0627 <a href=\"https:\/\/messengerbot.app\/ar\/free-trial-offer\/\">\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645<\/a> \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0633\u0627\u0639\u062f \u0641\u064a \u0636\u0645\u0627\u0646 \u062a\u0631\u0643\u064a\u0632 \u0641\u0631\u064a\u0642 \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u062e\u0627\u0635 \u0628\u0643 \u0639\u0644\u0649 \u062a\u0642\u062f\u064a\u0645 \u062e\u062f\u0645\u0629 \u0627\u0633\u062a\u062b\u0646\u0627\u0626\u064a\u0629 \u0645\u0639 \u062a\u062d\u0633\u064a\u0646 \u0623\u062f\u0627\u0626\u0647\u0645 \u0628\u0634\u0643\u0644 \u0645\u0633\u062a\u0645\u0631.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/07\/kpis-for-support-teams-421494.png\" alt=\"\" title=\"\"><\/img><\/p>\n<h2>\u0645\u0627 \u0647\u064a \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u062f\u0639\u0645 \u0627\u0644\u0625\u062f\u0627\u0631\u0629\u061f<\/h2>\n<p>\u0641\u0647\u0645 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 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\u062a\u062a\u0628\u0639 \u0647\u0630\u0647 KPI \u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0647\u0627\u0645 \u0627\u0644\u0645\u0643\u062a\u0645\u0644\u0629 \u0636\u0645\u0646 \u0625\u0637\u0627\u0631 \u0632\u0645\u0646\u064a \u0645\u062d\u062f\u062f. \u062a\u0639\u0643\u0633 \u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u0625\u0646\u062c\u0627\u0632 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0625\u062f\u0627\u0631\u0629 \u0641\u0639\u0627\u0644\u0629 \u0644\u0644\u0648\u0642\u062a \u0648\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0627\u062a.<\/li>\n<li><strong>\u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT):<\/strong> \u064a\u062c\u0628 \u0623\u0646 \u064a\u0631\u0643\u0632 \u062f\u0639\u0645 \u0627\u0644\u0625\u062f\u0627\u0631\u0629 \u0623\u064a\u0636\u064b\u0627 \u0639\u0644\u0649 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0633\u0627\u0639\u062f \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0627\u0644\u0645\u0646\u062a\u0638\u0645\u0629 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0641\u064a \u0642\u064a\u0627\u0633 \u0645\u0633\u062a\u0648\u064a\u0627\u062a \u0627\u0644\u0631\u0636\u0627 \u0648\u062a\u062d\u062f\u064a\u062f \u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0644\u0623\u062e\u0637\u0627\u0621:<\/strong> \u062a\u0642\u064a\u064a\u0645 \u0647\u0630\u0647 \u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u062a\u0643\u0631\u0627\u0631 \u0627\u0644\u0623\u062e\u0637\u0627\u0621 \u0641\u064a \u0627\u0644\u0645\u0647\u0627\u0645 \u0627\u0644\u0625\u062f\u0627\u0631\u064a\u0629. \u064a\u0634\u064a\u0631 \u0645\u0639\u062f\u0644 \u0627\u0644\u0623\u062e\u0637\u0627\u0621 \u0627\u0644\u0645\u0646\u062e\u0641\u0636 \u0625\u0644\u0649 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\u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u0625\u0643\u0645\u0627\u0644 \u0639\u0645\u0644\u064a\u0629 \u0625\u062f\u0627\u0631\u064a\u0629 \u0645\u0639\u064a\u0646\u0629 \u0645\u0646 \u0627\u0644\u0628\u062f\u0627\u064a\u0629 \u0625\u0644\u0649 \u0627\u0644\u0646\u0647\u0627\u064a\u0629. \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0624\u062f\u064a \u062a\u0642\u0644\u064a\u0644 \u0648\u0642\u062a \u0627\u0644\u062f\u0648\u0631\u0629 \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0643\u0641\u0627\u0621\u0629.<\/li>\n<li><strong>\u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u0645\u0639\u0627\u0645\u0644\u0629<\/strong>: \u064a\u0642\u064a\u0633 \u0647\u0630\u0627 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0625\u062c\u0645\u0627\u0644\u064a\u0629 \u0627\u0644\u0645\u062a\u0643\u0628\u062f\u0629 \u0644\u0643\u0644 \u0645\u0639\u0627\u0645\u0644\u0629 \u0625\u062f\u0627\u0631\u064a\u0629. \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0624\u062b\u0631 \u062e\u0641\u0636 \u0647\u0630\u0647 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0628\u0634\u0643\u0644 \u0643\u0628\u064a\u0631 \u0639\u0644\u0649 \u0627\u0644\u0645\u064a\u0632\u0627\u0646\u064a\u0629 \u0627\u0644\u0625\u062c\u0645\u0627\u0644\u064a\u0629 \u0648\u062a\u062e\u0635\u064a\u0635 \u0627\u0644\u0645\u0648\u0627\u0631\u062f.<\/li>\n<li><strong>\u0631\u0636\u0627 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0648\u0627\u0644\u0645\u0634\u0627\u0631\u0643\u0629<\/strong>: \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0648\u0641\u0631 \u0645\u0631\u0627\u0642\u0628\u0629 \u0631\u0636\u0627 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u062f\u0627\u062e\u0644 \u0627\u0644\u0641\u0631\u064a\u0642 \u0627\u0644\u0625\u062f\u0627\u0631\u064a \u0631\u0624\u0649 \u062d\u0648\u0644 \u0627\u0644\u0645\u0639\u0646\u0648\u064a\u0627\u062a \u0648\u0627\u0644\u0625\u0646\u062a\u0627\u062c\u064a\u0629\u060c \u0645\u0645\u0627 \u064a\u0624\u062b\u0631 \u0639\u0644\u0649 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0639\u0627\u0645.<\/li>\n<li><strong>\u062f\u0631\u062c\u0627\u062a \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0648\u0627\u0644\u062a\u062f\u0642\u064a\u0642<\/strong>: \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0633\u0627\u0639\u062f \u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u062a\u062f\u0642\u064a\u0642 \u0648\u0627\u0644\u0641\u062d\u0648\u0635\u0627\u062a \u0627\u0644\u0645\u0646\u062a\u0638\u0645\u0629 \u0641\u064a \u0636\u0645\u0627\u0646 \u0627\u0644\u062a\u0632\u0627\u0645 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u0625\u062f\u0627\u0631\u064a\u0629 \u0628\u0627\u0644\u0644\u0648\u0627\u0626\u062d \u0648\u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631\u060c \u0645\u0645\u0627 \u064a\u062d\u0627\u0641\u0638 \u0639\u0644\u0649 \u0646\u0632\u0627\u0647\u0629 \u0627\u0644\u0645\u0646\u0638\u0645\u0629.<\/li>\n<\/ol>\n<p>\u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0624\u062f\u064a \u062f\u0645\u062c \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0641\u064a \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u062a\u0643 \u0644\u062f\u0639\u0645 \u0627\u0644\u0625\u062f\u0627\u0631\u0629 \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0623\u062f\u0627\u0621 \u0648\u0632\u064a\u0627\u062f\u0629 \u0627\u0644\u062a\u0648\u0627\u0641\u0642 \u0645\u0639 \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u062a\u0646\u0638\u064a\u0645\u064a\u0629. \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0631\u0624\u0649\u060c \u064a\u0645\u0643\u0646\u0643 \u0627\u0644\u0631\u062c\u0648\u0639 \u0625\u0644\u0649 \u0627\u0644\u0645\u0648\u0627\u0631\u062f \u0645\u0646 <a href=\"https:\/\/www.iaap-hq.org\/\" target=\"_blank\" rel=\"noopener\">\u0627\u0644\u0631\u0627\u0628\u0637\u0629 \u0627\u0644\u062f\u0648\u0644\u064a\u0629 \u0644\u0644\u0645\u0647\u0646\u064a\u064a\u0646 \u0627\u0644\u0625\u062f\u0627\u0631\u064a\u064a\u0646 (IAAP)<\/a> \u0648 \u0627\u0644 <a href=\"https:\/\/www.asaporg.com\/\" target=\"_blank\" rel=\"noopener\">\u0627\u0644\u062c\u0645\u0639\u064a\u0629 \u0627\u0644\u0623\u0645\u0631\u064a\u0643\u064a\u0629 \u0644\u0644\u0645\u0647\u0646\u064a\u064a\u0646 \u0627\u0644\u0625\u062f\u0627\u0631\u064a\u064a\u0646 (ASAP)<\/a>, \u0627\u0644\u062a\u064a \u062a\u0642\u062f\u0645 \u0625\u0631\u0634\u0627\u062f\u0627\u062a \u0648\u0645\u0639\u0627\u064a\u064a\u0631 \u0642\u064a\u0645\u0629 \u0644\u0644\u062a\u0645\u064a\u0632 \u0627\u0644\u0625\u062f\u0627\u0631\u064a.<\/p>\n<h3>\u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645<\/h3>\n<p>\u0639\u0646\u062f \u062a\u0642\u064a\u064a\u0645 \u0623\u062f\u0627\u0621 \u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645\u060c \u0645\u0646 \u0627\u0644\u0636\u0631\u0648\u0631\u064a \u062a\u0646\u0641\u064a\u0630 \u0645\u0624\u0634\u0631\u0627\u062a \u0645\u062d\u062f\u062f\u0629 \u062a\u0639\u0643\u0633 \u0648\u0638\u0627\u0626\u0641\u0647\u0645 \u0627\u0644\u0641\u0631\u064a\u062f\u0629. \u0625\u0644\u064a\u0643 \u0628\u0639\u0636 \u0627\u0644\u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0641\u0639\u0627\u0644\u0629 \u0644\u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645:<\/p>\n<ol>\n<li><strong>\u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644\u064a\u0629<\/strong>: \u064a\u0642\u064a\u0633 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u0641\u0631\u064a\u0642 \u0627\u0644\u062f\u0639\u0645 \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0644\u0627\u0633\u062a\u0641\u0633\u0627\u0631 \u0627\u0644\u0639\u0645\u064a\u0644. \u064a\u0634\u064a\u0631 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0642\u0635\u0631 \u0625\u0644\u0649 \u062e\u062f\u0645\u0629 \u0639\u0645\u0644\u0627\u0621 \u0623\u0641\u0636\u0644.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644\u0648\u0644<\/strong>: \u064a\u062a\u062a\u0628\u0639 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0642\u0636\u0627\u064a\u0627 \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0641\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644. \u064a\u0634\u064a\u0631 \u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644\u0648\u0644 \u0627\u0644\u0623\u0639\u0644\u0649 \u0625\u0644\u0649 \u0642\u062f\u0631\u0627\u062a \u0641\u0639\u0627\u0644\u0629 \u0641\u064a \u062d\u0644 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a.<\/li>\n<li><strong>\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)<\/strong>: \u064a\u062a\u0645 \u062c\u0645\u0639\u0647\u0627 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0645\u0627 \u0628\u0639\u062f \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u060c \u062a\u0639\u0643\u0633 \u0647\u0630\u0647 \u0627\u0644\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0646 \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0645\u0642\u062f\u0645.<\/li>\n<li><strong>\u0645\u0624\u0634\u0631 \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS)<\/strong>: \u064a\u0642\u064a\u0633 \u0647\u0630\u0627 \u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0633\u0624\u0627\u0644\u0647\u0645 \u0639\u0646 \u0645\u062f\u0649 \u0627\u062d\u062a\u0645\u0627\u0644 \u062a\u0648\u0635\u064a\u062a\u0647\u0645 \u0628\u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0644\u0622\u062e\u0631\u064a\u0646.<\/li>\n<li><strong>\u062d\u062c\u0645 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645<\/strong>: \u0645\u0631\u0627\u0642\u0628\u0629 \u0639\u062f\u062f \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0645\u0633\u062a\u0644\u0645\u0629 \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0633\u0627\u0639\u062f \u0641\u064a \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u0648\u062a\u062e\u0635\u064a\u0635 \u0627\u0644\u0645\u0648\u0627\u0631\u062f \u0628\u0634\u0643\u0644 \u0641\u0639\u0627\u0644.<\/li>\n<\/ol>\n<p>\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0647\u0630\u0647 <a href=\"https:\/\/messengerbot.app\/ar\/#features\" target=\"_blank\">\u0623\u0645\u062b\u0644\u0629 \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0644\u062f\u0639\u0645<\/a> \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0639\u0632\u0632 \u0623\u062f\u0627\u0621 \u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645 \u0644\u062f\u064a\u0643\u060c \u0645\u0645\u0627 \u064a\u0636\u0645\u0646 \u062a\u0644\u0628\u064a\u0629 \u062a\u0648\u0642\u0639\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u0644\u0645\u0633\u0627\u0647\u0645\u0629 \u0641\u064a \u0646\u062c\u0627\u062d \u0627\u0644\u0623\u0639\u0645\u0627\u0644 \u0628\u0634\u0643\u0644 \u0639\u0627\u0645.<\/p>\n<h2>\u0645\u0627 \u0647\u064a \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0644\u0641\u0631\u0642 \u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u0623\u062f\u0627\u0621\u061f<\/h2>\n<p>\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 (KPIs) \u0644\u0644\u0641\u0631\u0642 \u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0641\u064a \u0627\u0644\u062f\u0639\u0645 \u0647\u064a \u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u0633\u0627\u0633\u064a\u0629 \u062a\u0633\u0627\u0639\u062f \u0641\u064a \u062a\u0642\u064a\u064a\u0645 \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0648\u0627\u0644\u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0648\u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0628\u0634\u0643\u0644 \u0639\u0627\u0645. \u062a\u0648\u0641\u0631 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0631\u0624\u0649 \u062d\u0648\u0644 \u0645\u062f\u0649 \u0646\u062c\u0627\u062d \u0627\u0644\u0641\u0631\u064a\u0642 \u0641\u064a \u062a\u062d\u0642\u064a\u0642 \u0623\u0647\u062f\u0627\u0641\u0647 \u0648\u062a\u0648\u0642\u0639\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0625\u0644\u064a\u0643 \u0628\u0639\u0636 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0627\u0644\u0647\u0627\u0645\u0629 \u0644\u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645:<\/p>\n<ul>\n<li><strong>\u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644:<\/strong> \u0647\u0630\u0627 \u064a\u0642\u064a\u0633 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u0631\u062f \u0641\u0631\u064a\u0642 \u0627\u0644\u062f\u0639\u0645 \u0639\u0644\u0649 \u0627\u0633\u062a\u0641\u0633\u0627\u0631 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0623\u0648\u0644\u064a. \u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u064a\u0631\u062a\u0628\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0642\u0635\u0631 \u0628\u0632\u064a\u0627\u062f\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>\u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT):<\/strong> \u0647\u0630\u0627 \u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u064a\u0642\u064a\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0628\u0639\u062f \u0627\u0644\u062a\u0641\u0627\u0639\u0644. \u062a\u0634\u064a\u0631 \u062f\u0631\u062c\u0627\u062a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0625\u0644\u0649 \u062f\u0639\u0645 \u0641\u0639\u0627\u0644.<\/li>\n<li><strong>\u0648\u0642\u062a \u0627\u0644\u062d\u0644:<\/strong> \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u062d\u0644 \u0645\u0634\u0643\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644. \u0639\u0627\u062f\u0629\u064b \u0645\u0627 \u062a\u0624\u062f\u064a \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u062d\u0644 \u0627\u0644\u0623\u0633\u0631\u0639 \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>Net Promoter Score (NPS):<\/strong> \u0647\u0630\u0627 \u064a\u0642\u064a\u0633 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u062d\u062a\u0645\u0627\u0644\u064a\u0629 \u062a\u0648\u0635\u064a\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0644\u0622\u062e\u0631\u064a\u0646.<\/li>\n<li><strong>\u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631:<\/strong> \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0633\u0627\u0639\u062f \u062a\u062a\u0628\u0639 \u0639\u062f\u062f \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 \u0641\u064a \u062a\u0642\u064a\u064a\u0645 \u0639\u0628\u0621 \u0627\u0644\u0639\u0645\u0644 \u0648\u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u0641\u0631\u064a\u0642.<\/li>\n<\/ul>\n<h3>\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/h3>\n<p>\u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0641\u0625\u0646 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0627\u0644\u0645\u062d\u062f\u062f\u0629 \u0636\u0631\u0648\u0631\u064a\u0629 \u0644\u0636\u0645\u0627\u0646 \u0623\u062f\u0627\u0621 \u0627\u0644\u0641\u0631\u064a\u0642 \u0628\u0634\u0643\u0644 \u0645\u062b\u0627\u0644\u064a. \u062a\u0634\u0645\u0644 \u0647\u0630\u0647:<\/p>\n<ul>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT):<\/strong> \u0647\u0630\u0627 \u064a\u0642\u064a\u0633 \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0645\u062f\u0629 \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642\u0629 \u0644\u062d\u0644 \u0627\u0633\u062a\u0641\u0633\u0627\u0631 \u0627\u0644\u0639\u0645\u064a\u0644\u060c \u0628\u0645\u0627 \u0641\u064a \u0630\u0644\u0643 \u0648\u0642\u062a \u0627\u0644\u062d\u062f\u064a\u062b \u0648\u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0627\u0644\u0644\u0627\u062d\u0642\u0629.<\/li>\n<li><strong>\u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR):<\/strong> \u0647\u0630\u0627 \u064a\u0634\u064a\u0631 \u0625\u0644\u0649 \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0641\u064a \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0623\u0648\u0644\u060c \u0645\u0645\u0627 \u064a\u0639\u0643\u0633 \u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u0641\u0631\u064a\u0642.<\/li>\n<li><strong>\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646:<\/strong> \u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u064a\u0624\u062f\u064a \u0627\u0644\u0645\u0648\u0638\u0641\u0648\u0646 \u0627\u0644\u0633\u0639\u062f\u0627\u0621 \u0625\u0644\u0649 \u0639\u0645\u0644\u0627\u0621 \u0633\u0639\u062f\u0627\u0621. \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0648\u0641\u0631 \u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0631\u0624\u0649 \u062d\u0648\u0644 \u0645\u0639\u0646\u0648\u064a\u0627\u062a \u0627\u0644\u0641\u0631\u064a\u0642 \u0648\u0623\u062f\u0627\u0626\u0647.<\/li>\n<\/ul>\n<h3>\u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0644\u062f\u0639\u0645<\/h3>\n<p>\u0625\u0644\u064a\u0643 \u0628\u0639\u0636 \u0627\u0644\u0623\u0645\u062b\u0644\u0629 \u0627\u0644\u0639\u0645\u0644\u064a\u0629 \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0644\u062f\u0639\u0645 \u0627\u0644\u062a\u064a \u064a\u0645\u0643\u0646 \u062a\u0646\u0641\u064a\u0630\u0647\u0627:<\/p>\n<ul>\n<li><strong>\u0646\u0645\u0648\u0630\u062c \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0644\u062f\u0639\u0645:<\/strong> \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0633\u0627\u0639\u062f \u0646\u0645\u0648\u0630\u062c \u0645\u0646\u0638\u0645 \u0627\u0644\u0641\u0631\u0642 \u0641\u064a \u062a\u062a\u0628\u0639 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0628\u0634\u0643\u0644 \u0641\u0639\u0627\u0644. \u064a\u062c\u0628 \u0623\u0646 \u064a\u062a\u0636\u0645\u0646 \u0647\u0630\u0627 \u0627\u0644\u0646\u0645\u0648\u0630\u062c \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u062b\u0644 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u0648\u0648\u0642\u062a \u0627\u0644\u062d\u0644\u060c \u0648\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0645\u0634\u0627\u0631\u064a\u0639 \u0627\u0644\u062f\u0639\u0645:<\/strong> \u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0645\u0634\u0627\u0631\u064a\u0639 \u0645\u0639\u064a\u0646\u0629\u060c \u0642\u062f \u062a\u0634\u0645\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0645\u0639\u062f\u0644 \u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u0645\u0634\u0631\u0648\u0639\u060c \u0648\u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0627\u0644\u0645\u064a\u0632\u0627\u0646\u064a\u0629\u060c \u0648\u0631\u0636\u0627 \u0623\u0635\u062d\u0627\u0628 \u0627\u0644\u0645\u0635\u0644\u062d\u0629.<\/li>\n<li><strong>\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u064a\u0642 \u062f\u0639\u0645 \u0627\u0644\u0625\u0646\u062a\u0627\u062c:<\/strong> \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u062b\u0644 \u0648\u0642\u062a \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u060c \u0648\u0648\u0642\u062a \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u062d\u0648\u0627\u062f\u062b\u060c \u0648\u0645\u0639\u062f\u0644 \u0646\u062c\u0627\u062d \u0627\u0644\u062a\u063a\u064a\u064a\u0631\u0627\u062a \u0647\u064a \u0636\u0631\u0648\u0631\u064a\u0629 \u0644\u0641\u0631\u0642 \u062f\u0639\u0645 \u0627\u0644\u0625\u0646\u062a\u0627\u062c \u0644\u0636\u0645\u0627\u0646 \u0645\u0648\u062b\u0648\u0642\u064a\u0629 \u0627\u0644\u0646\u0638\u0627\u0645.<\/li>\n<\/ul>\n<span class=\"et_bloom_bottom_trigger\"><\/span>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ar\/essential-kpis-for-support-teams-measuring-performance-and-driving-success-in-customer-service-and-admin-support\/\" data-essbisPostTitle=\"Essential KPIs for Support Teams: Measuring Performance and Driving Success in Customer Service and Admin Support\" data-essbisHoverContainer=\"\"><p>Key Takeaways Understanding KPIs for support teams is vital for enhancing customer satisfaction and operational efficiency. Key metrics like First Response Time and Resolution Time directly impact customer experience and loyalty. Regularly measuring Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) helps gauge the effectiveness of support interactions. Tracking Agent Utilization Rate and Ticket [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":255660,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":"","rank_math_title":"","rank_math_description":"","rank_math_focus_keyword":"","rank_math_canonical_url":"","rank_math_robots":"","rank_math_facebook_title":"","rank_math_facebook_description":"","rank_math_twitter_title":"","rank_math_twitter_description":""},"categories":[31],"tags":[],"class_list":["post-255661","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/posts\/255661","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/users\/14928"}],"replies":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/comments?post=255661"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/posts\/255661\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/media\/255660"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/media?parent=255661"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/categories?post=255661"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/tags?post=255661"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}