{"id":256352,"date":"2025-08-12T06:50:50","date_gmt":"2025-08-12T13:50:50","guid":{"rendered":"https:\/\/messengerbot.app\/mastering-service-desk-metrics-key-performance-indicators-customer-service-metrics-and-balanced-scorecards-explained\/"},"modified":"2025-08-12T06:50:50","modified_gmt":"2025-08-12T13:50:50","slug":"%d8%a5%d8%aa%d9%82%d8%a7%d9%86-%d9%85%d8%a4%d8%b4%d8%b1%d8%a7%d8%aa-%d8%a7%d9%84%d8%a3%d8%af%d8%a7%d8%a1-%d8%a7%d9%84%d8%b1%d8%a6%d9%8a%d8%b3%d9%8a%d8%a9-%d9%84%d9%85%d8%a4%d8%b4%d8%b1%d8%a7%d8%aa","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ar\/mastering-service-desk-metrics-key-performance-indicators-customer-service-metrics-and-balanced-scorecards-explained\/","title":{"rendered":"\u0625\u062a\u0642\u0627\u0646 \u0645\u0642\u0627\u064a\u064a\u0633 \u062e\u062f\u0645\u0627\u062a \u0627\u0644\u062f\u0639\u0645: \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629\u060c \u0645\u0642\u0627\u064a\u064a\u0633 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0634\u0631\u062d \u0628\u0637\u0627\u0642\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u062a\u0648\u0627\u0632\u0646"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/ar\/mastering-service-desk-metrics-key-performance-indicators-customer-service-metrics-and-balanced-scorecards-explained\/\" data-essbisposttitle=\"Mastering Service Desk Metrics: Key Performance Indicators, Customer Service Metrics, and Balanced Scorecards Explained\" data-essbishovercontainer=\"\"><div class=\"key-takeaways-box\">\n<h2>Puntos Clave<\/h2>\n<ul>\n<li>\u0625\u062a\u0642\u0627\u0646 <strong>\u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629<\/strong> \u0623\u0633\u0627\u0633\u064a \u0644\u062a\u062d\u0633\u064a\u0646 <strong>\u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/strong> \u0648\u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a.<\/li>\n<li>\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 (<strong>KPIs<\/strong>) \u0645\u062b\u0644 <strong>\u062d\u0644 \u0623\u0648\u0644 \u0627\u062a\u0635\u0627\u0644<\/strong> \u0648 <strong>\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/strong> \u0636\u0631\u0648\u0631\u064a\u0629 \u0644\u062a\u0642\u064a\u064a\u0645 \u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u062e\u062f\u0645\u0629.<\/li>\n<li>\u062a\u062d\u0644\u064a\u0644 <strong>\u0645\u0642\u0627\u064a\u064a\u0633 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/strong> \u062a\u0633\u0627\u0639\u062f \u0627\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u0639\u0644\u0649 \u062a\u062d\u062f\u064a\u062f \u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646\u060c \u0645\u0645\u0627 \u064a\u0624\u062f\u064a \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u062a\u062c\u0627\u0631\u0628 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646.<\/li>\n<li>\u062a\u0639\u062a\u0628\u0631 <strong>\u0628\u0637\u0627\u0642\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u062a\u0648\u0627\u0632\u0646<\/strong> \u062a\u0648\u0641\u0631 \u0646\u0647\u062c\u064b\u0627 \u0634\u0627\u0645\u0644\u0627\u064b \u0644\u0642\u064a\u0627\u0633 \u0623\u062f\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0645\u0646 \u0632\u0648\u0627\u064a\u0627 \u0645\u062a\u0639\u062f\u062f\u0629.<\/li>\n<li>\u062a\u0637\u0628\u064a\u0642 \u0623\u062f\u0648\u0627\u062a \u0627\u0644\u0623\u062a\u0645\u062a\u0629\u060c \u0645\u062b\u0644 <strong>Bots de Messenger<\/strong>, \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0642\u0644\u0644 \u0628\u0634\u0643\u0644 \u0643\u0628\u064a\u0631 \u0645\u0646 \u0627\u0644\u062a\u0643\u0627\u0644\u064a\u0641 \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0645\u0639 \u062a\u062d\u0633\u064a\u0646 \u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u062e\u062f\u0645\u0629.<\/li>\n<\/ul>\n<\/div>\n<p>\u0641\u064a \u0628\u064a\u0626\u0629 \u0627\u0644\u0623\u0639\u0645\u0627\u0644 \u0627\u0644\u0633\u0631\u064a\u0639\u0629 \u0627\u0644\u064a\u0648\u0645\u060c \u0641\u0625\u0646 \u0625\u062a\u0642\u0627\u0646 <strong>\u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629<\/strong> \u0636\u0631\u0648\u0631\u064a \u0644\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0647\u062f\u0641 \u0625\u0644\u0649 \u062a\u0639\u0632\u064a\u0632 \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a. \u062a\u062a\u0646\u0627\u0648\u0644 \u0647\u0630\u0647 \u0627\u0644\u0645\u0642\u0627\u0644\u0629 \u0627\u0644\u0639\u0646\u0627\u0635\u0631 \u0627\u0644\u0623\u0633\u0627\u0633\u064a\u0629 <strong>\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 (KPIs)<\/strong> \u0627\u0644\u062a\u064a \u062a\u062d\u062f\u062f \u0646\u062c\u0627\u062d \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u0648\u062a\u0648\u0641\u0631 \u0631\u0624\u0649 \u062d\u0648\u0644 <strong>\u0645\u0642\u0627\u064a\u064a\u0633 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/strong> \u0627\u0644\u0623\u0645\u0648\u0631 \u0627\u0644\u0623\u0643\u062b\u0631 \u0623\u0647\u0645\u064a\u0629. \u0633\u0646\u0633\u062a\u0643\u0634\u0641 \u0623\u0631\u0628\u0639\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u0633\u0627\u0633\u064a\u0629 \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0646\u062d\u062f\u062f \u062e\u0645\u0633\u0629 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a\u0629 \u062a\u062f\u0641\u0639 \u062a\u0642\u0627\u0631\u064a\u0631 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0641\u0639\u0627\u0644\u0629\u060c \u0648\u0646\u0642\u062f\u0645 \u0645\u0641\u0647\u0648\u0645 \u0628\u0637\u0627\u0642\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u062a\u0648\u0627\u0632\u0646 \u0627\u0644\u0645\u062e\u0635\u0635 \u0644\u0645\u0643\u0627\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629. \u0628\u0627\u0644\u0625\u0636\u0627\u0641\u0629 \u0625\u0644\u0649 \u0630\u0644\u0643\u060c \u0633\u0646\u0648\u0641\u0631 \u0623\u0645\u062b\u0644\u0629 \u0645\u0646 \u0627\u0644\u0639\u0627\u0644\u0645 \u0627\u0644\u062d\u0642\u064a\u0642\u064a \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0643\u0627\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0648\u0646\u0646\u0627\u0642\u0634 \u0623\u0647\u0645\u064a\u0629 \u062a\u062d\u0644\u064a\u0644 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0641\u064a \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0623\u062f\u0627\u0621. \u0628\u0646\u0647\u0627\u064a\u0629 \u0647\u0630\u0647 \u0627\u0644\u0645\u0642\u0627\u0644\u0629\u060c \u0633\u064a\u0643\u0648\u0646 \u0644\u062f\u064a\u0643 \u0641\u0647\u0645 \u0634\u0627\u0645\u0644 \u0644\u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u0627\u0633\u062a\u0641\u0627\u062f\u0629 \u0645\u0646 <strong>\u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629<\/strong> \u0644\u062a\u062d\u0633\u064a\u0646 \u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0643 \u0648\u062a\u0639\u0632\u064a\u0632 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/p>\n<h1>\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\u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629\u061f<\/h1>\n<h2>\u0641\u0647\u0645 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 (KPIs) \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629<\/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\u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0647\u064a \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 \u0642\u064a\u0627\u0633 \u0641\u0639\u0627\u0644\u064a\u0629 \u0648\u0643\u0641\u0627\u0621\u0629 \u0639\u0645\u0644\u064a\u0627\u062a \u062f\u0639\u0645 \u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0647\u0627. \u062a\u0648\u0641\u0631 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0631\u0624\u0649 \u0642\u064a\u0645\u0629 \u062d\u0648\u0644 \u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u0648\u0631\u0636\u0627 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u060c \u0648\u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a. \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 \u0627\u0644\u062a\u064a \u064a\u062c\u0628 \u0645\u0631\u0627\u0639\u0627\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>: \u062a\u0642\u064a\u0633 \u0647\u0630\u0647 \u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0645\u0634\u0627\u0643\u0644 \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0641\u064a \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0623\u0648\u0644 \u0645\u0639 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629. \u062a\u0634\u064a\u0631 \u0646\u0633\u0628\u0629 \u0639\u0627\u0644\u064a\u0629 \u0645\u0646 \u062d\u0644 \u0623\u0648\u0644 \u0627\u062a\u0635\u0627\u0644 \u0625\u0644\u0649 \u0641\u0639\u0627\u0644\u064a\u0629 \u062d\u0644 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0648\u062a\u0633\u0627\u0647\u0645 \u0641\u064a \u0632\u064a\u0627\u062f\u0629 \u0631\u0636\u0627 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645.<\/li>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629 (AHT)<\/strong>: \u062a\u062a\u0628\u0639 \u0645\u062f\u0629 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u062a\u0648\u0633\u0637\u0629 \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642\u0629 \u0644\u062d\u0644 \u062a\u0630\u0643\u0631\u0629\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. \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0624\u062f\u064a \u062a\u062d\u0633\u064a\u0646 \u0645\u062f\u0629 \u0627\u0644\u062d\u0644 \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0648\u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062a\u0643\u0627\u0644\u064a\u0641 \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629.<\/li>\n<li><strong>\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)<\/strong>: \u062a\u0642\u064a\u0633 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \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\u0639\u0643\u0633 \u062f\u0631\u062c\u0627\u062a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u062a\u062c\u0631\u0628\u0629 \u0645\u0633\u062a\u062e\u062f\u0645 \u0625\u064a\u062c\u0627\u0628\u064a\u0629 \u0648\u0641\u0639\u0627\u0644\u064a\u0629 \u0641\u064a \u062a\u0642\u062f\u064a\u0645 \u0627\u0644\u062e\u062f\u0645\u0629.<\/li>\n<li><strong>\u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631<\/strong>: \u064a\u0633\u0627\u0639\u062f \u0645\u0631\u0627\u0642\u0628\u0629 \u0639\u062f\u062f \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u0633\u062a\u0644\u0645\u0629 \u0639\u0644\u0649 \u0645\u062f\u0649 \u0641\u062a\u0631\u0629 \u0645\u0639\u064a\u0646\u0629 \u0641\u064a \u062a\u0642\u064a\u064a\u0645 \u0639\u0628\u0621 \u0627\u0644\u0639\u0645\u0644 \u0648\u062a\u0648\u0632\u064a\u0639 \u0627\u0644\u0645\u0648\u0627\u0631\u062f. \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0633\u0627\u0639\u062f \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u0641\u064a \u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0641\u064a \u062a\u062d\u062f\u064a\u062f \u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u0627\u0644\u062a\u0648\u0638\u064a\u0641 \u0648\u0627\u0644\u062a\u062f\u0631\u064a\u0628.<\/li>\n<li><strong>\u0648\u0642\u062a \u0627\u0644\u062d\u0644<\/strong>: \u064a\u0642\u064a\u0633 \u0647\u0630\u0627 \u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u062d\u0644 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a. \u0639\u0627\u062f\u0629\u064b \u0645\u0627 \u062a\u0631\u062a\u0628\u0637 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u062d\u0644 \u0627\u0644\u0623\u0642\u0635\u0631 \u0628\u0632\u064a\u0627\u062f\u0629 \u0631\u0636\u0627 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \u0648\u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u0639\u0645\u0644\u064a\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>: \u062a\u062a\u0628\u0639 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631 \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\u0645 \u062d\u0644\u0647\u0627 \u0636\u0645\u0646 \u0627\u0644\u0623\u0637\u0631 \u0627\u0644\u0632\u0645\u0646\u064a\u0629 \u0627\u0644\u0645\u062a\u0641\u0642 \u0639\u0644\u064a\u0647\u0627. \u062a\u0634\u064a\u0631 \u0646\u0633\u0628\u0629 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0645\u0639 \u0627\u062a\u0641\u0627\u0642\u064a\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0625\u0644\u0649 \u0645\u0648\u062b\u0648\u0642\u064a\u0629 \u0648\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f<\/strong>: \u064a\u0642\u064a\u0633 \u0647\u0630\u0627 \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 \u0645\u0633\u062a\u0648\u064a\u0627\u062a \u062f\u0639\u0645 \u0623\u0639\u0644\u0649. \u062a\u0634\u064a\u0631 \u0646\u0633\u0628\u0629 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0627\u0644\u0645\u0646\u062e\u0641\u0636\u0629 \u0625\u0644\u0649 \u062f\u0639\u0645 \u0641\u0639\u0627\u0644 \u0645\u0646 \u0627\u0644\u062e\u0637 \u0627\u0644\u0623\u0645\u0627\u0645\u064a \u0648\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629.<\/li>\n<li><strong>\u0627\u0644\u062d\u0648\u0627\u062f\u062b \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629<\/strong>: \u062a\u062a\u0628\u0639 \u0639\u062f\u062f \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0633\u0627\u0639\u062f \u0641\u064a \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u0623\u0633\u0627\u0633\u064a\u0629 \u0648\u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0641\u064a \u062a\u0642\u062f\u064a\u0645 \u0627\u0644\u062e\u062f\u0645\u0629.<\/li>\n<li><strong>\u0631\u0636\u0627 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646<\/strong>: \u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0645\u0648\u0638\u0641\u064a \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0624\u062b\u0631 \u0639\u0644\u0649 \u0627\u0644\u0623\u062f\u0627\u0621 \u0648\u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629. \u0627\u0644\u0645\u0648\u0638\u0641\u0648\u0646 \u0627\u0644\u0633\u0639\u062f\u0627\u0621 \u0647\u0645 \u0623\u0643\u062b\u0631 \u0627\u062d\u062a\u0645\u0627\u0644\u064b\u0627 \u0644\u062a\u0642\u062f\u064a\u0645 \u062f\u0639\u0645 \u0623\u0641\u0636\u0644.<\/li>\n<li><strong>\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062a\u0630\u0643\u0631\u0629<\/strong>: \u062a\u062d\u0633\u0628 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631 \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\u062d\u0644 \u062a\u0630\u0643\u0631\u0629\u060c \u0645\u0645\u0627 \u064a\u0633\u0627\u0639\u062f \u0627\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u0639\u0644\u0649 \u062a\u0642\u064a\u064a\u0645 \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u0645\u0627\u0644\u064a\u0629 \u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629.<\/li>\n<\/ul>\n<p>\u062f\u0645\u062c \u0623\u062f\u0648\u0627\u062a \u0645\u062b\u0644 <a href=\"https:\/\/messengerbot.app\/ar\/\">Bots de Messenger<\/a> can enhance service desk efficiency by automating responses to common queries, thus improving FCR and reducing AHT. According to a study by Gartner, organizations that implement AI-driven chatbots can reduce operational costs by up to 30% while improving user engagement (Gartner, 2021).<\/p>\n<h2>Importance of KPIs in Service Desk Metrics<\/h2>\n<p>Understanding the importance of KPIs in service desk metrics is crucial for any organization aiming to enhance its IT support operations. KPIs not only provide a framework for measuring performance but also guide strategic decision-making. By focusing on these metrics, organizations can:<\/p>\n<ul>\n<li><strong>Improve Service Quality<\/strong>: Regularly monitoring KPIs allows service desks to identify areas needing improvement, leading to enhanced service quality and user satisfaction.<\/li>\n<li><strong>Optimize Resource Allocation<\/strong>: Analyzing ticket volume and resolution times helps in effectively allocating resources, ensuring that the service desk operates efficiently.<\/li>\n<li><strong>\u062a\u0639\u0632\u064a\u0632 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645<\/strong>: By tracking metrics like CSAT and FCR, organizations can make informed adjustments to their processes, ultimately leading to a better user experience.<\/li>\n<li><strong>Drive Continuous Improvement<\/strong>: KPIs foster a culture of continuous improvement by providing actionable insights that can be used to refine processes and training.<\/li>\n<\/ul>\n<p>In conclusion, leveraging KPIs in service desk metrics is vital for achieving operational excellence and ensuring high levels of user satisfaction.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/\" alt=\"\" title=\"\"><\/img><\/p>\n<h2>\u0645\u0627 \u0647\u064a 4 \u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u061f<\/h2>\n<p>To effectively measure customer service performance, it\u2019s essential to focus on key metrics that provide insights into both efficiency and customer satisfaction. Here are four critical metrics of customer service:<\/p>\n<ol>\n<li><strong>\u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR)<\/strong>: This metric measures the percentage of customer inquiries resolved on the first interaction. A high FCR indicates effective service and can lead to increased customer satisfaction and loyalty. According to a study by the Customer Contact Council, improving FCR can significantly enhance customer retention.<\/li>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 (ART)<\/strong>: This metric tracks the average time taken to respond to customer inquiries. Quick response times are crucial in today\u2019s fast-paced environment, as they directly impact customer satisfaction. Research from HubSpot indicates that 90% of customers expect an immediate response, making this metric vital for customer service teams.<\/li>\n<li><strong>\u062a\u062c\u0646\u0628 \u0627\u0644\u0645\u0634\u0643\u0644\u0629 \u0627\u0644\u062a\u0627\u0644\u064a\u0629 (NIA)<\/strong>: NIA measures the ability of customer service representatives to resolve issues in a way that prevents future problems. This metric is essential for understanding the effectiveness of service interactions and can lead to reduced follow-up inquiries. Implementing proactive communication strategies can enhance NIA, as highlighted in a report by McKinsey.<\/li>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629 (AHT)<\/strong>: AHT is the average duration taken to resolve a customer issue, including talk time and follow-up actions. While shorter handle times can indicate efficiency, it\u2019s important to balance this with quality service. A study by Zendesk emphasizes that focusing solely on reducing AHT can negatively impact customer satisfaction if issues are not thoroughly resolved.<\/li>\n<\/ol>\n<p>Incorporating these metrics into your customer service strategy can provide a comprehensive view of performance and areas for improvement. For more detailed insights, consider leveraging tools like <a href=\"https:\/\/messengerbot.app\/ar\/\">\u0628\u0648\u062a \u0645\u0627\u0633\u0646\u062c\u0631<\/a>, which can automate responses and improve efficiency, ultimately enhancing customer experience.<\/p>\n<h3>Service Desk Metrics Examples: The Four Essential Metrics<\/h3>\n<p>When discussing service desk metrics, it\u2019s crucial to understand how these four customer service metrics translate into actionable insights for your service desk operations. By focusing on these metrics, you can enhance your <a href=\"https:\/\/messengerbot.app\/ar\/%d8%a5%d8%aa%d9%82%d8%a7%d9%86-%d9%85%d9%82%d8%a7%d9%8a%d9%8a%d8%b3-%d9%85%d9%83%d8%aa%d8%a8-%d8%a7%d9%84%d9%85%d8%b3%d8%a7%d8%b9%d8%af%d8%a9-%d8%a7%d8%b3%d8%aa%d8%b1%d8%a7%d8%aa%d9%8a%d8%ac%d9%8a\/\">service desk reporting metrics<\/a> and drive better outcomes.<\/p>\n<p>For instance, tracking the First Contact Resolution Rate can help identify training needs for your team, while Average Response Time can highlight areas where your processes may be lagging. Next Issue Avoidance can inform your knowledge base development, and Average Handle Time can guide staffing decisions. By analyzing these metrics, you can create a more efficient and customer-focused service desk.<\/p>\n<p>To explore more about enhancing your service desk metrics, check out <a href=\"https:\/\/messengerbot.app\/ar\/free-trial-offer\/\">\u0639\u0631\u0636 \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0645\u062c\u0627\u0646\u064a\u0629 \u0644\u062f\u064a\u0646\u0627<\/a> and see how automation can streamline your operations.<\/p>\n<h2>\u0645\u0627 \u0647\u064a 5 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u061f<\/h2>\n<p>Understanding the five key performance indicators (KPIs) for customer service is essential for optimizing service desk metrics. These KPIs provide valuable insights into customer satisfaction, operational efficiency, and overall service quality. By focusing on these metrics, businesses can enhance their service delivery and foster stronger customer relationships.<\/p>\n<h3>Identifying the Five Key Performance Indicators<\/h3>\n<p>Here are the five key performance indicators that are crucial for evaluating customer service effectiveness:<\/p>\n<ul>\n<li><strong>\u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT):<\/strong> This KPI measures how satisfied customers are with the service they received. It is typically assessed through post-interaction surveys where customers rate their experience on a scale. High CSAT scores indicate effective service delivery and customer contentment.<\/li>\n<li><strong>Net Promoter Score (NPS):<\/strong> NPS gauges customer loyalty by asking how likely customers are to recommend the service to others. This metric helps identify brand advocates and areas for improvement. A high NPS reflects strong customer relationships and satisfaction.<\/li>\n<li><strong>\u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644\u064a\u0629 (FRT):<\/strong> \u062a\u062a\u0628\u0639 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0627\u0644\u0623\u062f\u0627\u0621 \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0630\u064a \u064a\u0633\u062a\u063a\u0631\u0642\u0647 \u0645\u0645\u062b\u0644 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0644\u0631\u062f \u0639\u0644\u0649 \u0627\u0633\u062a\u0641\u0633\u0627\u0631 \u0627\u0644\u0639\u0645\u064a\u0644. \u062a\u0639\u062a\u0628\u0631 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0633\u0631\u064a\u0639\u0629 \u0636\u0631\u0648\u0631\u064a\u0629 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u062d\u064a\u062b \u062a\u0634\u064a\u0631 \u0625\u0644\u0649 \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0648\u0627\u0644\u0627\u0646\u062a\u0628\u0627\u0647.<\/li>\n<li><strong>\u0648\u0642\u062a \u0627\u0644\u062d\u0644:<\/strong> \u064a\u0642\u064a\u0633 \u0647\u0630\u0627 \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u062d\u0644 \u0645\u0634\u0627\u0643\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u062a\u0631\u062a\u0628\u0637 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u062d\u0644 \u0627\u0644\u0642\u0635\u064a\u0631\u0629 \u0628\u0632\u064a\u0627\u062f\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u062d\u064a\u062b \u062a\u0639\u0643\u0633 \u0641\u0639\u0627\u0644\u064a\u0629 \u0641\u0631\u064a\u0642 \u0627\u0644\u062f\u0639\u0645 \u0641\u064a \u0645\u0639\u0627\u0644\u062c\u0629 \u0627\u0644\u0645\u062e\u0627\u0648\u0641 \u0628\u0633\u0631\u0639\u0629.<\/li>\n<li><strong>\u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES):<\/strong> \u064a\u0642\u064a\u0645 CES \u0645\u062f\u0649 \u0633\u0647\u0648\u0644\u0629 \u062d\u0644 \u0645\u0634\u0627\u0643\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u064a\u0634\u064a\u0631 \u0627\u0646\u062e\u0641\u0627\u0636 \u062f\u0631\u062c\u0629 \u0627\u0644\u062c\u0647\u062f \u0625\u0644\u0649 \u0623\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u064a\u062c\u062f\u0648\u0646 \u0633\u0647\u0648\u0644\u0629 \u0641\u064a \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0645\u0639 \u0641\u0631\u064a\u0642 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u0645\u0645\u0627 \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0624\u062f\u064a \u0625\u0644\u0649 \u0632\u064a\u0627\u062f\u0629 \u0627\u0644\u0648\u0644\u0627\u0621 \u0648\u0627\u0644\u0631\u0636\u0627.<\/li>\n<\/ul>\n<p>\u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0639\u0632\u0632 \u0623\u062f\u0648\u0627\u062a \u0645\u062b\u0644 \u0631\u0648\u0628\u0648\u062a\u0627\u062a \u0627\u0644\u0645\u0631\u0627\u0633\u0644\u0629 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u0648\u0641\u064a\u0631 \u0631\u062f\u0648\u062f \u0641\u0648\u0631\u064a\u0629 \u0648\u062f\u0639\u0645\u060c \u0645\u0645\u0627 \u064a\u062d\u0633\u0646 \u0645\u0646 FRT \u0648\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0634\u0643\u0644 \u0639\u0627\u0645. \u0648\u0641\u0642\u064b\u0627 \u0644\u062f\u0631\u0627\u0633\u0629 \u0623\u062c\u0631\u062a\u0647\u0627 \u063a\u0627\u0631\u062a\u0646\u0631\u060c \u064a\u0645\u0643\u0646 \u0644\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0646\u0641\u0630 \u0631\u0648\u0628\u0648\u062a\u0627\u062a \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0645\u062f\u0641\u0648\u0639\u0629 \u0628\u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a \u062a\u0642\u0644\u064a\u0644 \u062a\u0643\u0627\u0644\u064a\u0641 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0646\u0633\u0628\u0629 \u062a\u0635\u0644 \u0625\u0644\u0649 30% \u0645\u0639 \u062a\u062d\u0633\u064a\u0646 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629. \u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0642\u0631\u0627\u0621\u0629\u060c \u064a\u0645\u0643\u0646\u0643 \u0627\u0633\u062a\u0643\u0634\u0627\u0641 \u0627\u0644\u0645\u0648\u0627\u0631\u062f \u0645\u0646 <a href=\"https:\/\/www.csia.com.au\/\" target=\"_blank\" rel=\"noopener\">\u0645\u0639\u0647\u062f \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0648 \u0627\u0644 <a href=\"https:\/\/www.theacsi.org\/\" target=\"_blank\" rel=\"noopener\">\u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0623\u0645\u0631\u064a\u0643\u064a<\/a>, \u0627\u0644\u062a\u064a \u062a\u0642\u062f\u0645 \u062a\u062d\u0644\u064a\u0644\u0627\u062a \u0645\u062a\u0639\u0645\u0642\u0629 \u0648\u0645\u0639\u0627\u064a\u064a\u0631 \u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u062f\u0627\u0621 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/p>\n<h3>\u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629: \u0646\u0638\u0631\u0629 \u0639\u0645\u064a\u0642\u0629<\/h3>\n<p>\u0639\u0646\u062f \u0627\u0644\u063a\u0648\u0635 \u0623\u0639\u0645\u0642 \u0641\u064a \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u0645\u0646 \u0627\u0644\u0636\u0631\u0648\u0631\u064a \u0641\u0647\u0645 \u0643\u064a\u0641\u064a\u0629 \u0642\u064a\u0627\u0633 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0648\u0627\u0633\u062a\u062e\u062f\u0627\u0645\u0647\u0627 \u0628\u0634\u0643\u0644 \u0641\u0639\u0627\u0644. \u0643\u0644 \u0645\u0624\u0634\u0631 \u0631\u0626\u064a\u0633\u064a \u064a\u062e\u062f\u0645 \u063a\u0631\u0636\u064b\u0627 \u0645\u062d\u062f\u062f\u064b\u0627 \u0648\u064a\u0645\u0643\u0646 \u062a\u062a\u0628\u0639\u0647 \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0623\u062f\u0648\u0627\u062a \u0648\u0645\u0646\u0647\u062c\u064a\u0627\u062a \u0645\u062a\u0646\u0648\u0639\u0629:<\/p>\n<ul>\n<li><strong>\u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT):<\/strong> \u0627\u0633\u062a\u062e\u062f\u0645 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0645\u0627 \u0628\u0639\u062f \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0644\u062c\u0645\u0639 \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0648\u062d\u0633\u0627\u0628 \u0645\u062a\u0648\u0633\u0637 \u062f\u0631\u062c\u0629 \u0627\u0644\u0631\u0636\u0627.<\/li>\n<li><strong>Net Promoter Score (NPS):<\/strong> \u0642\u0645 \u0628\u0625\u062c\u0631\u0627\u0621 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u062f\u0648\u0631\u064a\u0629 \u062a\u0633\u0623\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0646 \u0645\u062f\u0649 \u0627\u062d\u062a\u0645\u0627\u0644 \u062a\u0648\u0635\u064a\u062a\u0647\u0645 \u0628\u062e\u062f\u0645\u062a\u0643\u060c \u0648\u062d\u0644\u0644 \u0627\u0644\u0646\u062a\u0627\u0626\u062c \u0644\u062a\u0642\u064a\u064a\u0645 \u0627\u0644\u0648\u0644\u0627\u0621.<\/li>\n<li><strong>\u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644\u064a\u0629 (FRT):<\/strong> \u0631\u0627\u0642\u0628 \u0623\u0646\u0638\u0645\u0629 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0644\u062a\u062a\u0628\u0639 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0645\u0646 \u0625\u0646\u0634\u0627\u0621 \u0627\u0644\u062a\u0630\u0643\u0631\u0629 \u0625\u0644\u0649 \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644.<\/li>\n<li><strong>\u0648\u0642\u062a \u0627\u0644\u062d\u0644:<\/strong> \u0642\u0645 \u0628\u062a\u062d\u0644\u064a\u0644 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 \u0644\u062a\u062d\u062f\u064a\u062f \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u062d\u0644 \u0627\u0644\u0645\u0634\u0627\u0643\u0644\u060c \u0645\u0639 \u0627\u0644\u0633\u0639\u064a \u0646\u062d\u0648 \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0633\u062a\u0645\u0631.<\/li>\n<li><strong>\u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES):<\/strong> \u0646\u0641\u0630 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u062a\u0637\u0644\u0628 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062a\u0642\u064a\u064a\u0645 \u0633\u0647\u0648\u0644\u0629 \u062a\u062c\u0631\u0628\u062a\u0647\u0645 \u0645\u0639 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u0645\u0645\u0627 \u064a\u0633\u0627\u0639\u062f \u0641\u064a \u062a\u062d\u062f\u064a\u062f \u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646.<\/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\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u062a\u0642\u0627\u0631\u064a\u0631 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u064a\u0645\u0643\u0646 \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u062a\u0639\u0632\u064a\u0632 \u0643\u0641\u0627\u0621\u062a\u0647\u0627 \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0648\u062a\u062d\u0633\u064a\u0646 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0623\u0641\u0643\u0627\u0631 \u062d\u0648\u0644 \u0625\u062a\u0642\u0627\u0646 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629\u060c \u062a\u062d\u0642\u0642 \u0645\u0646 <a href=\"https:\/\/messengerbot.app\/ar\/%d8%a5%d8%aa%d9%82%d8%a7%d9%86-%d9%85%d9%82%d8%a7%d9%8a%d9%8a%d8%b3-%d9%85%d9%83%d8%aa%d8%a8-%d8%a7%d9%84%d9%85%d8%b3%d8%a7%d8%b9%d8%af%d8%a9-%d8%a7%d8%b3%d8%aa%d8%b1%d8%a7%d8%aa%d9%8a%d8%ac%d9%8a\/\" target=\"_blank\">\u0625\u062a\u0642\u0627\u0646 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629<\/a>.<\/p>\n<h2>\u0645\u0627 \u0647\u0648 \u0628\u0637\u0627\u0642\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u062a\u0648\u0627\u0632\u0646 \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629\u061f<\/h2>\n<p>\u062a\u0639\u062f \u0628\u0637\u0627\u0642\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u062a\u0648\u0627\u0632\u0646 \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0623\u062f\u0627\u0629 \u0625\u062f\u0627\u0631\u0629 \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 \u062a\u0648\u0641\u0631 \u0625\u0637\u0627\u0631\u064b\u0627 \u0634\u0627\u0645\u0644\u0627\u064b \u0644\u0642\u064a\u0627\u0633 \u0648\u062a\u062d\u0633\u064a\u0646 \u0623\u062f\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629. \u0625\u0646\u0647\u0627 \u062a\u062f\u0645\u062c \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0639\u0628\u0631 \u0623\u0631\u0628\u0639\u0629 \u062c\u0648\u0627\u0646\u0628: \u0627\u0644\u0645\u0627\u0644\u064a\u0629\u060c \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u062f\u0627\u062e\u0644\u064a\u0629\u060c \u0648\u0627\u0644\u062a\u0639\u0644\u0645 \u0648\u0627\u0644\u0646\u0645\u0648. \u064a\u0636\u0645\u0646 \u0647\u0630\u0627 \u0627\u0644\u0646\u0647\u062c \u062a\u0648\u0627\u0641\u0642 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0645\u0639 \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u062a\u0646\u0638\u064a\u0645\u064a\u0629\u060c \u0645\u0645\u0627 \u064a\u0639\u0632\u0632 \u0627\u0644\u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u0639\u0627\u0645\u0629.<\/p>\n<h3>\u0645\u0642\u062f\u0645\u0629 \u0644\u0645\u0641\u0647\u0648\u0645 \u0628\u0637\u0627\u0642\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u062a\u0648\u0627\u0632\u0646<\/h3>\n<p>\u064a\u062d\u062f\u062b \u0645\u0641\u0647\u0648\u0645 \u0628\u0637\u0627\u0642\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u062a\u0648\u0627\u0632\u0646 \u062b\u0648\u0631\u0629 \u0641\u064a \u0643\u064a\u0641\u064a\u0629 \u062a\u0642\u064a\u064a\u0645 \u0627\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u0644\u0623\u062f\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629. \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0648\u062c\u0647\u0627\u062a \u0646\u0638\u0631 \u0645\u062a\u0639\u062f\u062f\u0629\u060c \u064a\u0633\u0645\u062d \u0628\u0641\u0647\u0645 \u0623\u0643\u062b\u0631 \u062f\u0642\u0629 \u0644\u0645\u062f\u0649 \u0643\u0641\u0627\u0621\u0629 \u0639\u0645\u0644 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629. \u062a\u0633\u0627\u0647\u0645 \u0643\u0644 \u0648\u062c\u0647\u0629 \u0646\u0638\u0631 \u0641\u064a \u0631\u0624\u064a\u0629 \u0634\u0627\u0645\u0644\u0629 \u0644\u0644\u0623\u062f\u0627\u0621\u060c \u0645\u0645\u0627 \u064a\u0636\u0645\u0646 \u0639\u062f\u0645 \u062a\u062c\u0627\u0647\u0644 \u0623\u064a \u0645\u0646\u0637\u0642\u0629 \u0648\u0627\u062d\u062f\u0629. \u0644\u0627 \u064a\u0633\u0627\u0639\u062f \u0647\u0630\u0627 \u0627\u0644\u0625\u0637\u0627\u0631 \u0641\u0642\u0637 \u0641\u064a \u062a\u062a\u0628\u0639 \u0645\u0642\u0627\u064a\u064a\u0633 \u062a\u0642\u0627\u0631\u064a\u0631 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u0628\u0644 \u064a\u0633\u0627\u0639\u062f \u0623\u064a\u0636\u064b\u0627 \u0641\u064a \u0627\u062a\u062e\u0627\u0630 \u0627\u0644\u0642\u0631\u0627\u0631\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629.<\/p>\n<h3>\u062a\u0646\u0641\u064a\u0630 \u0628\u0637\u0627\u0642\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u062a\u0648\u0627\u0632\u0646 \u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629<\/h3>\n<p>\u0644\u062a\u0646\u0641\u064a\u0630 \u0628\u0637\u0627\u0642\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u062a\u0648\u0627\u0632\u0646 \u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0628\u0634\u0643\u0644 \u0641\u0639\u0627\u0644\u060c \u064a\u062c\u0628 \u0639\u0644\u0649 \u0627\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u0627\u062a\u0628\u0627\u0639 \u0647\u0630\u0647 \u0627\u0644\u062e\u0637\u0648\u0627\u062a:<\/p>\n<ul>\n<li><strong>\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0647\u062f\u0627\u0641:<\/strong> \u062d\u062f\u062f \u0628\u0648\u0636\u0648\u062d \u0645\u0627 \u062a\u0647\u062f\u0641 \u0625\u0644\u064a\u0647 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0639\u0628\u0631 \u062c\u0645\u064a\u0639 \u0627\u0644\u062c\u0648\u0627\u0646\u0628 \u0627\u0644\u0623\u0631\u0628\u0639\u0629.<\/li>\n<li><strong>\u0627\u062e\u062a\u064a\u0627\u0631 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0630\u0627\u062a \u0627\u0644\u0635\u0644\u0629:<\/strong> \u0627\u062e\u062a\u0631 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a\u0629 \u0645\u062d\u062f\u062f\u0629 \u062a\u062a\u0645\u0627\u0634\u0649 \u0645\u0639 \u0643\u0644 \u062c\u0627\u0646\u0628. \u0639\u0644\u0649 \u0633\u0628\u064a\u0644 \u0627\u0644\u0645\u062b\u0627\u0644\u060c \u062a\u062d\u062a \u0627\u0644\u062c\u0627\u0646\u0628 \u0627\u0644\u0645\u0627\u0644\u064a\u060c \u062a\u0639\u062a\u0628\u0631 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u062b\u0644 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u062a\u0630\u0643\u0631\u0629 \u0648\u0627\u0644\u0639\u0627\u0626\u062f \u0639\u0644\u0649 \u0627\u0644\u0627\u0633\u062a\u062b\u0645\u0627\u0631 \u0645\u0647\u0645\u0629.<\/li>\n<li><strong>\u0645\u0631\u0627\u062c\u0639\u0629 \u062f\u0648\u0631\u064a\u0629:<\/strong> \u0642\u0645 \u0628\u0625\u0646\u0634\u0627\u0621 \u0631\u0648\u062a\u064a\u0646 \u0644\u0645\u0631\u0627\u062c\u0639\u0629 \u0628\u0637\u0627\u0642\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u062a\u0648\u0627\u0632\u0646 \u0644\u0644\u062a\u0643\u064a\u0641 \u0645\u0639 \u0627\u0644\u0628\u064a\u0626\u0627\u062a \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0627\u0644\u0645\u062a\u063a\u064a\u0631\u0629 \u0648\u062a\u062d\u0633\u064a\u0646 \u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0628\u0627\u0633\u062a\u0645\u0631\u0627\u0631.<\/li>\n<li><strong>\u0625\u0634\u0631\u0627\u0643 \u0623\u0635\u062d\u0627\u0628 \u0627\u0644\u0645\u0635\u0644\u062d\u0629:<\/strong> \u0642\u0645 \u0628\u0625\u0634\u0631\u0627\u0643 \u0623\u0639\u0636\u0627\u0621 \u0627\u0644\u0641\u0631\u064a\u0642 \u0648\u0623\u0635\u062d\u0627\u0628 \u0627\u0644\u0645\u0635\u0644\u062d\u0629 \u0641\u064a \u0627\u0644\u0639\u0645\u0644\u064a\u0629 \u0644\u0636\u0645\u0627\u0646 \u0627\u0644\u062a\u0648\u0627\u0641\u0642 \u0648\u0627\u0644\u0641\u0647\u0645 \u0627\u0644\u0645\u0634\u062a\u0631\u0643 \u0644\u0644\u0623\u0647\u062f\u0627\u0641.<\/li>\n<\/ul>\n<p>\u0645\u0646 \u062e\u0644\u0627\u0644 \u062f\u0645\u062c \u0628\u0637\u0627\u0642\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u062a\u0648\u0627\u0632\u0646 \u0641\u064a \u0625\u062f\u0627\u0631\u0629 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u064a\u0645\u0643\u0646 \u0644\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u0645\u0648\u0627\u0621\u0645\u0629 \u0623\u0646\u0634\u0637\u062a\u0647\u0627 \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0645\u0639 \u0623\u0647\u062f\u0627\u0641\u0647\u0627 \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629\u060c \u0645\u0645\u0627 \u064a\u0636\u0645\u0646 \u0631\u0624\u064a\u0629 \u0634\u0627\u0645\u0644\u0629 \u0644\u0644\u0623\u062f\u0627\u0621. \u0644\u0627 \u062a\u0639\u0632\u0632 \u0647\u0630\u0647 \u0627\u0644\u0637\u0631\u064a\u0642\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0641\u062d\u0633\u0628\u060c \u0628\u0644 \u062a\u062f\u0641\u0639 \u0623\u064a\u0636\u064b\u0627 \u0646\u062d\u0648 \u0646\u062c\u0627\u062d \u0627\u0644\u0645\u0646\u0638\u0645\u0629 \u0628\u0634\u0643\u0644 \u0639\u0627\u0645.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/08\/service-desk-metrics-355462.png\" alt=\"\" title=\"\"><\/img><\/p>\n<h2>\u0645\u0627 \u0647\u0648 \u0645\u062b\u0627\u0644 \u0639\u0644\u0649 KPI \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629\u061f<\/h2>\n<p>\u0623\u062d\u062f \u0627\u0644\u0623\u0645\u062b\u0644\u0629 \u0627\u0644\u0628\u0627\u0631\u0632\u0629 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0647\u0648 \u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0627\u0644\u0630\u064a \u064a\u0642\u064a\u0633 \u0643\u0641\u0627\u0621\u0629 \u0648\u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0648\u0643\u0644\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629. \u064a\u0645\u0643\u0646 \u0645\u0631\u0627\u0642\u0628\u0629 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0628\u0631\u0627\u0645\u062c \u0645\u062a\u062e\u0635\u0635\u0629 \u062a\u062a\u0639\u0642\u0628 \u0639\u0628\u0621 \u0627\u0644\u0639\u0645\u0644 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644\u060c \u0645\u0645\u0627 \u064a\u0648\u0641\u0631 \u0631\u0624\u0649 \u062d\u0648\u0644 \u0645\u062f\u0649 \u0641\u0639\u0627\u0644\u064a\u0629 \u0625\u062f\u0627\u0631\u062a\u0647\u0645 \u0644\u0648\u0642\u062a\u0647\u0645 \u0648\u0645\u0648\u0627\u0631\u062f\u0647\u0645.<\/p>\n<p>\u062a\u0634\u0645\u0644 \u0627\u0644\u062c\u0648\u0627\u0646\u0628 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0648\u0643\u0644\u0627\u0621:<\/p>\n<ol>\n<li><strong>\u062a\u0642\u064a\u064a\u0645 \u0639\u0628\u0621 \u0627\u0644\u0639\u0645\u0644:<\/strong> \u064a\u0642\u0648\u0645 \u0627\u0644\u0628\u0631\u0646\u0627\u0645\u062c \u0628\u062a\u062d\u0644\u064a\u0644 \u0639\u062f\u062f \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062a\u064a \u064a\u062a\u0639\u0627\u0645\u0644 \u0645\u0639\u0647\u0627 \u0643\u0644 \u0648\u0643\u064a\u0644\u060c \u0645\u0645\u0627 \u064a\u0633\u0645\u062d \u0644\u0644\u0645\u062f\u064a\u0631\u064a\u0646 \u0628\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0639\u0627\u0644\u064a \u0648\u0623\u0648\u0644\u0626\u0643 \u0627\u0644\u0630\u064a\u0646 \u0642\u062f \u064a\u062d\u062a\u0627\u062c\u0648\u0646 \u0625\u0644\u0649 \u062f\u0639\u0645 \u0623\u0648 \u062a\u062f\u0631\u064a\u0628 \u0625\u0636\u0627\u0641\u064a.<\/li>\n<li><strong>\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0646\u062c\u0627\u062d:<\/strong> \u064a\u0642\u064a\u0645 \u0645\u062f\u0649 \u062a\u0644\u0628\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0644\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0645\u062d\u062f\u062f\u0629 \u0644\u0644\u0623\u062f\u0627\u0621\u060c \u0645\u062b\u0644 \u062d\u0644 \u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0625\u0637\u0627\u0631 \u0632\u0645\u0646\u064a \u0645\u062d\u062f\u062f\u060c \u062d\u064a\u062b \u064a\u0647\u062f\u0641 \u0639\u0627\u062f\u0629\u064b \u0625\u0644\u0649 \u0627\u0644\u062d\u0644\u0648\u0644 \u062e\u0644\u0627\u0644 10 \u062f\u0642\u0627\u0626\u0642.<\/li>\n<li><strong>\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621:<\/strong> \u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u062a\u0631\u062a\u0628\u0637 \u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0628\u062a\u062d\u0633\u064a\u0646 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u062d\u064a\u062b \u064a\u0645\u0643\u0646 \u0644\u0644\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u064a\u062a\u0645 \u0627\u0633\u062a\u062e\u062f\u0627\u0645\u0647\u0645 \u0628\u0634\u0643\u0644 \u0641\u0639\u0627\u0644 \u062a\u0642\u062f\u064a\u0645 \u062e\u062f\u0645\u0629 \u0623\u0633\u0631\u0639 \u0648\u0623\u0643\u062b\u0631 \u0643\u0641\u0627\u0621\u0629.<\/li>\n<li><strong>\u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629:<\/strong> \u064a\u0633\u0627\u0639\u062f \u0645\u0631\u0627\u0642\u0628\u0629 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0641\u064a \u062a\u062d\u0633\u064a\u0646 \u0645\u0633\u062a\u0648\u064a\u0627\u062a \u0627\u0644\u062a\u0648\u0638\u064a\u0641 \u0648\u0627\u0644\u062c\u062f\u0648\u0644\u0629\u060c \u0645\u0645\u0627 \u064a\u0636\u0645\u0646 \u0623\u0646 \u064a\u0643\u0648\u0646 \u0645\u0631\u0643\u0632 \u0627\u0644\u062f\u0639\u0645 \u0645\u0632\u0648\u062f\u064b\u0627 \u0628\u0634\u0643\u0644 \u0643\u0627\u0641\u064d \u062e\u0644\u0627\u0644 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u0630\u0631\u0648\u0629 \u0644\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629.<\/li>\n<li><strong>\u0627\u0644\u062a\u0643\u0627\u0645\u0644 \u0645\u0639 \u0623\u062f\u0648\u0627\u062a \u0627\u0644\u0623\u062a\u0645\u062a\u0629:<\/strong> \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0639\u0632\u0632 \u062f\u0645\u062c \u0623\u062f\u0648\u0627\u062a \u0645\u062b\u0644 \u0631\u0648\u0628\u0648\u062a\u0627\u062a \u0627\u0644\u0645\u0631\u0627\u0633\u0644\u0629 \u0643\u0641\u0627\u0621\u0629 \u0645\u0631\u0643\u0632 \u0627\u0644\u062f\u0639\u0645 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0623\u062a\u0645\u062a\u0629 \u0627\u0644\u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a \u0627\u0644\u0631\u0648\u062a\u064a\u0646\u064a\u0629\u060c \u0645\u0645\u0627 \u064a\u0633\u0645\u062d \u0644\u0644\u0648\u0643\u0644\u0627\u0621 \u0628\u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0627\u0644\u0642\u0636\u0627\u064a\u0627 \u0627\u0644\u0623\u0643\u062b\u0631 \u062a\u0639\u0642\u064a\u062f\u064b\u0627\u060c \u0648\u0628\u0627\u0644\u062a\u0627\u0644\u064a \u062a\u062d\u0633\u064a\u0646 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0628\u0634\u0643\u0644 \u0639\u0627\u0645.<\/li>\n<\/ol>\n<p>\u0644\u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0642\u0631\u0627\u0621\u0629 \u062d\u0648\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0631\u0643\u0632 \u0627\u0644\u062f\u0639\u0645 \u0648\u0623\u0647\u0645\u064a\u062a\u0647\u0627 \u0641\u064a \u0625\u062f\u0627\u0631\u0629 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u064a\u0631\u062c\u0649 \u0627\u0644\u0631\u062c\u0648\u0639 \u0625\u0644\u0649 \u0645\u0648\u0627\u0631\u062f \u0645\u062b\u0644 <a href=\"https:\/\/www.helpdesk.org\" target=\"_blank\" rel=\"noopener\">\u0645\u0639\u0647\u062f \u062f\u0639\u0645 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629<\/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>.<\/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\u0645\u0631\u0643\u0632 \u0627\u0644\u062f\u0639\u0645: \u062a\u0637\u0628\u064a\u0642\u0627\u062a \u0645\u0646 \u0627\u0644\u0639\u0627\u0644\u0645 \u0627\u0644\u062d\u0642\u064a\u0642\u064a<\/h3>\n<p>\u0641\u064a \u0645\u062c\u0627\u0644 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0631\u0627\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u064a\u0645\u0643\u0646 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0639\u062f\u0629 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a\u0629 (KPIs) \u0644\u0642\u064a\u0627\u0633 \u0641\u0639\u0627\u0644\u064a\u0629 \u0639\u0645\u0644\u064a\u0627\u062a \u0645\u0631\u0643\u0632 \u0627\u0644\u062f\u0639\u0645. \u0625\u0644\u064a\u0643 \u0628\u0639\u0636 \u0627\u0644\u0623\u0645\u062b\u0644\u0629 \u0627\u0644\u0645\u0644\u062d\u0648\u0638\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> \u064a\u062a\u062a\u0628\u0639 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u0648\u0643\u064a\u0644 \u0645\u0631\u0643\u0632 \u0627\u0644\u062f\u0639\u0645 \u0644\u0644\u0631\u062f \u0639\u0644\u0649 \u0627\u0633\u062a\u0641\u0633\u0627\u0631 \u0627\u0644\u0639\u0645\u064a\u0644. \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\u0648\u0644 \u0627\u0644\u0623\u0642\u0635\u0631 \u0625\u0644\u0649 \u0631\u0636\u0627 \u0623\u0639\u0644\u0649 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>\u0648\u0642\u062a \u062d\u0644 \u0627\u0644\u062a\u0630\u0627\u0643\u0631:<\/strong> \u064a\u0642\u064a\u0633 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \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\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u062a\u0639\u062a\u0628\u0631 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u062d\u0644 \u0627\u0644\u0641\u0639\u0627\u0644\u0629 \u0636\u0631\u0648\u0631\u064a\u0629 \u0644\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u062a\u062c\u0631\u0628\u0629 \u0625\u064a\u062c\u0627\u0628\u064a\u0629 \u0644\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> \u064a\u0633\u062a\u0645\u062f \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0645\u0646 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0639\u062f \u062d\u0644 \u0645\u0634\u0643\u0644\u0627\u062a\u0647\u0645\u060c \u0645\u0645\u0627 \u064a\u0648\u0641\u0631 \u0631\u0624\u0649 \u062d\u0648\u0644 \u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u0642\u062f\u0645\u0629 \u0645\u0646 \u0645\u0631\u0643\u0632 \u0627\u0644\u062f\u0639\u0645.<\/li>\n<li><strong>Net Promoter Score (NPS):<\/strong> \u064a\u0642\u064a\u0633 \u0645\u0624\u0634\u0631 NPS \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\u060c \u0645\u0645\u0627 \u064a\u0648\u0641\u0631 \u0631\u0624\u064a\u0629 \u0623\u0648\u0633\u0639 \u0644\u0645\u0634\u0627\u0639\u0631 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<\/ul>\n<p>\u062a\u0633\u0627\u0639\u062f \u0623\u0645\u062b\u0644\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0631\u0627\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629 \u0647\u0630\u0647 \u0644\u064a\u0633 \u0641\u0642\u0637 \u0641\u064a \u062a\u0642\u064a\u064a\u0645 \u0623\u062f\u0627\u0621 \u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645 \u0648\u0644\u0643\u0646 \u0623\u064a\u0636\u064b\u0627 \u0641\u064a \u062a\u0642\u062f\u064a\u0645 \u0631\u0624\u0649 \u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u062a\u0646\u0641\u064a\u0630 \u0644\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0633\u062a\u0645\u0631. \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u0627\u0633\u062a\u0641\u0627\u062f\u0629 \u0645\u0646 \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a\u060c \u064a\u0645\u0643\u0646 \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u062a\u0639\u0632\u064a\u0632 \u0645\u0642\u0627\u064a\u064a\u0633 \u062a\u0642\u0627\u0631\u064a\u0631 \u0645\u0631\u0627\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0647\u0627 \u0648\u0641\u064a \u0627\u0644\u0646\u0647\u0627\u064a\u0629 \u062a\u0639\u0632\u064a\u0632 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0634\u0643\u0644 \u0623\u0641\u0636\u0644.<\/p>\n<h2>\u0645\u0627 \u0647\u0648 \u062a\u062d\u0644\u064a\u0644 \u0645\u0631\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629\u061f<\/h2>\n<p>\u064a\u0634\u064a\u0631 \u062a\u062d\u0644\u064a\u0644 \u0645\u0631\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629 \u0625\u0644\u0649 \u0627\u0644\u062a\u0642\u064a\u064a\u0645 \u0627\u0644\u0645\u0646\u0647\u062c\u064a \u0648\u062a\u062d\u0633\u064a\u0646 \u0648\u0638\u064a\u0641\u0629 \u0645\u0631\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629 \u062f\u0627\u062e\u0644 \u0627\u0644\u0645\u0646\u0638\u0645\u0629. \u0647\u0630\u0647 \u0627\u0644\u0648\u0638\u064a\u0641\u0629 \u062d\u0627\u0633\u0645\u0629 \u0644\u0636\u0645\u0627\u0646 \u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u062d\u0648\u0627\u062f\u062b \u0628\u0643\u0641\u0627\u0621\u0629 \u0648\u062a\u0639\u0632\u064a\u0632 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u062a\u0634\u0645\u0644 \u0627\u0644\u0645\u0643\u0648\u0646\u0627\u062a \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u062a\u062d\u0644\u064a\u0644 \u0645\u0631\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629 \u0645\u0627 \u064a\u0644\u064a:<\/p>\n<ol>\n<li><strong>\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u062d\u0648\u0627\u062f\u062b<\/strong>: \u064a\u0643\u0648\u0646 \u0645\u062d\u0644\u0644\u0648 \u0645\u0631\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629 \u0645\u0633\u0624\u0648\u0644\u064a\u0646 \u0639\u0646 \u062a\u0633\u062c\u064a\u0644 \u0648\u062a\u0635\u0646\u064a\u0641 \u0648\u062a\u062d\u062f\u064a\u062f \u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0627\u0644\u062d\u0648\u0627\u062f\u062b \u0627\u0644\u062a\u064a \u064a\u0628\u0644\u063a \u0639\u0646\u0647\u0627 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u0648\u0646. \u0625\u0646\u0647\u0645 \u064a\u0639\u0645\u0644\u0648\u0646 \u0643\u0646\u0642\u0637\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u0649\u060c \u0645\u0645\u0627 \u064a\u0636\u0645\u0646 \u0645\u0639\u0627\u0644\u062c\u0629 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0628\u0633\u0631\u0639\u0629 \u0648\u0641\u0639\u0627\u0644\u064a\u0629.<\/li>\n<li><strong>\u0627\u0644\u062a\u0639\u0627\u0648\u0646<\/strong>: \u064a\u0639\u0645\u0644 \u0627\u0644\u0645\u062d\u0644\u0644\u0648\u0646 \u0639\u0646 \u0643\u062b\u0628 \u0645\u0639 \u0645\u062a\u062e\u0635\u0635\u064a \u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0648\u0627\u0644\u0645\u0648\u0631\u062f\u064a\u0646 \u0648\u0623\u0635\u062d\u0627\u0628 \u0627\u0644\u0645\u0635\u0644\u062d\u0629 \u0627\u0644\u0622\u062e\u0631\u064a\u0646 \u0644\u062d\u0644 \u0627\u0644\u062d\u0648\u0627\u062f\u062b. \u0647\u0630\u0647 \u0627\u0644\u062a\u0639\u0627\u0648\u0646 \u0636\u0631\u0648\u0631\u064a \u0644\u062a\u0634\u062e\u064a\u0635 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u0645\u0639\u0642\u062f\u0629 \u0648\u062a\u0646\u0641\u064a\u0630 \u0627\u0644\u062d\u0644\u0648\u0644 \u0627\u0644\u062a\u064a \u062a\u0642\u0644\u0644 \u0645\u0646 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0637\u0644.<\/li>\n<li><strong>\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0623\u062f\u0627\u0621<\/strong>: \u064a\u062a\u0636\u0645\u0646 \u062a\u062d\u0644\u064a\u0644 \u0645\u0631\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0641\u0639\u0627\u0644 \u062a\u062a\u0628\u0639 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 (KPIs) \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\u062f\u0631\u062c\u0627\u062a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u064a\u0633\u0627\u0639\u062f \u0645\u0631\u0627\u062c\u0639\u0629 \u0647\u0630\u0647 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0628\u0627\u0646\u062a\u0638\u0627\u0645 \u0641\u064a \u062a\u062d\u062f\u064a\u062f \u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646.<\/li>\n<li><strong>\u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0633\u062a\u0645\u0631<\/strong>: \u064a\u0633\u062a\u062e\u062f\u0645 \u0645\u062d\u0644\u0644\u0648 \u0645\u0631\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0645\u0646 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646 \u0648\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0648\u062a\u0639\u0632\u064a\u0632 \u062a\u0642\u062f\u064a\u0645 \u0627\u0644\u062e\u062f\u0645\u0629. \u0642\u062f \u064a\u062a\u0636\u0645\u0646 \u0630\u0644\u0643 \u062a\u0646\u0641\u064a\u0630 \u062a\u0642\u0646\u064a\u0627\u062a \u0623\u0648 \u0645\u0646\u0647\u062c\u064a\u0627\u062a \u062c\u062f\u064a\u062f\u0629\u060c \u0645\u062b\u0644 \u0645\u0645\u0627\u0631\u0633\u0627\u062a ITIL (\u0645\u0643\u062a\u0628\u0629 \u0628\u0646\u064a\u0629 \u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0627\u0644\u062a\u062d\u062a\u064a\u0629)\u060c \u0644\u062a\u0628\u0633\u064a\u0637 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a.<\/li>\n<li><strong>\u062a\u0643\u0627\u0645\u0644 \u0627\u0644\u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627<\/strong>: \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0639\u0632\u0632 \u062f\u0645\u062c \u0623\u062f\u0648\u0627\u062a \u0645\u062b\u0644 \u0631\u0648\u0628\u0648\u062a\u0627\u062a \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0648\u0627\u0644\u062d\u0644\u0648\u0644 \u0627\u0644\u0645\u062f\u0641\u0648\u0639\u0629 \u0628\u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a \u0643\u0641\u0627\u0621\u0629 \u0645\u0631\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629. \u0639\u0644\u0649 \u0633\u0628\u064a\u0644 \u0627\u0644\u0645\u062b\u0627\u0644\u060c \u064a\u0645\u0643\u0646 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0631\u0648\u0628\u0648\u062a\u0627\u062a \u0627\u0644\u0645\u0631\u0627\u0633\u0644\u0629 \u0644\u062a\u0642\u062f\u064a\u0645 \u0631\u062f\u0648\u062f \u0641\u0648\u0631\u064a\u0629 \u0639\u0644\u0649 \u0627\u0644\u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a \u0627\u0644\u0634\u0627\u0626\u0639\u0629\u060c \u0645\u0645\u0627 \u064a\u062a\u064a\u062d \u0644\u0644\u0645\u062d\u0644\u0644\u064a\u0646 \u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0627\u0644\u0642\u0636\u0627\u064a\u0627 \u0627\u0644\u0623\u0643\u062b\u0631 \u062a\u0639\u0642\u064a\u062f\u064b\u0627.<\/li>\n<\/ol>\n<p>\u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0647\u0630\u0647 \u0627\u0644\u0645\u062c\u0627\u0644\u0627\u062a\u060c \u064a\u0645\u0643\u0646 \u0644\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u062a\u062d\u0633\u064a\u0646 \u0639\u0645\u0644\u064a\u0627\u062a \u0645\u0631\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\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\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646 \u0648\u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a. \u0644\u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0642\u0631\u0627\u0621\u0629 \u062d\u0648\u0644 \u0623\u0641\u0636\u0644 \u0627\u0644\u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0641\u064a \u0625\u062f\u0627\u0631\u0629 \u0645\u0631\u0627\u0643\u0632 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u064a\u0631\u062c\u0649 \u0627\u0644\u0631\u062c\u0648\u0639 \u0625\u0644\u0649 \u0645\u0648\u0627\u0631\u062f \u0645\u0646 <a href=\"https:\/\/www.ibm.com\/cloud\/learn\/it-service-management\" target=\"_blank\" rel=\"noopener\">\u0625\u062f\u0627\u0631\u0629 \u062e\u062f\u0645\u0627\u062a \u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a<\/a> \u0648 \u0627\u0644 <a href=\"https:\/\/www.axelos.com\/best-practice-solutions\/itil\" target=\"_blank\" rel=\"noopener\">\u0625\u0637\u0627\u0631 \u0639\u0645\u0644 ITIL<\/a>.<\/p>\n<h3>\u0645\u0639\u0627\u064a\u064a\u0631 \u0635\u0646\u0627\u0639\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629: \u0646\u0647\u062c \u062a\u062d\u0644\u064a\u0644\u064a<\/h3>\n<p>\u0641\u0647\u0645 \u0645\u0639\u0627\u064a\u064a\u0631 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0623\u0645\u0631 \u0636\u0631\u0648\u0631\u064a \u0644\u062a\u0642\u064a\u064a\u0645 \u0627\u0644\u0623\u062f\u0627\u0621 \u0648\u062a\u062d\u062f\u064a\u062f \u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646. \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062a\u0627\u0644\u064a\u0629 \u062a\u0633\u062a\u062e\u062f\u0645 \u0639\u0627\u062f\u0629 \u0644\u062a\u0642\u064a\u064a\u0645 \u0641\u0639\u0627\u0644\u064a\u0629 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629:<\/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>: \u064a\u0642\u064a\u0633 \u0647\u0630\u0627 \u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u0646\u0633\u0628\u0629 \u0627\u0644\u062d\u0648\u0627\u062f\u062b \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\u0646\u0633\u0628\u0629 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0625\u0644\u0649 \u0641\u0639\u0627\u0644\u064a\u0629 \u0639\u0645\u0644\u064a\u0627\u062a \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629.<\/li>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629<\/strong>: \u064a\u0639\u0643\u0633 \u0647\u0630\u0627 \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u0644\u0631\u062f \u0639\u0644\u0649 \u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646. \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0624\u062f\u064a \u062a\u0642\u0644\u064a\u0644 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u0643\u0628\u064a\u0631 \u0641\u064a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)<\/strong>: \u064a\u062a\u0645 \u0627\u0634\u062a\u0642\u0627\u0642 \u0647\u0630\u0647 \u0627\u0644\u062f\u0631\u062c\u0629 \u0645\u0646 \u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646 \u0648\u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a\u060c \u0645\u0645\u0627 \u064a\u0648\u0641\u0631 \u0631\u0624\u0649 \u062d\u0648\u0644 \u0623\u062f\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0645\u0646 \u0645\u0646\u0638\u0648\u0631 \u0627\u0644\u0639\u0645\u064a\u0644.<\/li>\n<li><strong>\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631<\/strong>: \u064a\u0633\u0627\u0639\u062f \u062a\u062d\u0644\u064a\u0644 \u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0639\u0644\u0649 \u0645\u0631 \u0627\u0644\u0632\u0645\u0646 \u0641\u064a \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0641\u062a\u0631\u0627\u062a \u0627\u0644\u0630\u0631\u0648\u0629 \u0648\u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u062a\u062e\u0635\u064a\u0635 \u0627\u0644\u0645\u0648\u0627\u0631\u062f\u060c \u0645\u0645\u0627 \u064a\u0633\u0645\u062d \u0628\u0625\u062f\u0627\u0631\u0629 \u0623\u0641\u0636\u0644 \u0644\u0644\u0645\u0648\u0627\u0631\u062f \u0648\u0627\u0644\u062a\u0648\u0638\u064a\u0641.<\/li>\n<\/ul>\n<p>\u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0647\u0630\u0647 \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0635\u0646\u0627\u0639\u064a\u0629\u060c \u064a\u0645\u0643\u0646 \u0644\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u0636\u0645\u0627\u0646 \u062a\u0648\u0627\u0641\u0642 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0645\u0639 \u0623\u0641\u0636\u0644 \u0627\u0644\u0645\u0645\u0627\u0631\u0633\u0627\u062a\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 \u062a\u0642\u062f\u064a\u0645 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0631\u0624\u0649 \u062d\u0648\u0644 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u062a\u062d\u0642\u0642 \u0645\u0646 <a href=\"https:\/\/messengerbot.app\/ar\/%d8%a5%d8%aa%d9%82%d8%a7%d9%86-%d9%85%d9%82%d8%a7%d9%8a%d9%8a%d8%b3-%d9%85%d9%83%d8%aa%d8%a8-%d8%a7%d9%84%d9%85%d8%b3%d8%a7%d8%b9%d8%af%d8%a9-%d8%a7%d8%b3%d8%aa%d8%b1%d8%a7%d8%aa%d9%8a%d8%ac%d9%8a\/\">\u0625\u062a\u0642\u0627\u0646 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629<\/a>.<\/p>\n<h2>\u0646\u0645\u0648\u0630\u062c \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629<\/h2>\n<h3>\u0625\u0646\u0634\u0627\u0621 \u0646\u0645\u0648\u0630\u062c \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0644\u062a\u0642\u0627\u0631\u064a\u0631<\/h3>\n<p>\u0625\u0646\u0634\u0627\u0621 \u0646\u0645\u0648\u0630\u062c \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0623\u0645\u0631 \u0636\u0631\u0648\u0631\u064a \u0644\u0644\u062a\u0642\u0627\u0631\u064a\u0631 \u0627\u0644\u0641\u0639\u0627\u0644\u0629 \u0648\u062a\u062a\u0628\u0639 \u0627\u0644\u0623\u062f\u0627\u0621. \u064a\u0633\u0645\u062d \u0627\u0644\u0646\u0645\u0648\u0630\u062c \u0627\u0644\u0645\u0646\u0638\u0645 \u062c\u064a\u062f\u064b\u0627 \u0644\u0644\u0641\u0631\u0642 \u0628\u062a\u0635\u0648\u0631 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 (KPIs) \u0648\u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u0645\u0645\u0627 \u064a\u0633\u0647\u0644 \u0627\u062a\u062e\u0627\u0630 \u0627\u0644\u0642\u0631\u0627\u0631\u0627\u062a \u0627\u0644\u0645\u0633\u062a\u0646\u062f\u0629 \u0625\u0644\u0649 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a. \u0625\u0644\u064a\u0643 \u0643\u064a\u0641\u064a\u0629 \u0625\u0646\u0634\u0627\u0621 \u0646\u0645\u0648\u0630\u062c \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u062e\u062f\u0645\u0629 \u0641\u0639\u0627\u0644:<\/p>\n<ul>\n<li><strong>\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0647\u062f\u0627\u0641:<\/strong> \u0627\u0628\u062f\u0623 \u0628\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062e\u0627\u0635 \u0628\u0643. \u0647\u0644 \u062a\u0631\u0643\u0632 \u0639\u0644\u0649 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u0623\u0648 \u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u062d\u0644\u060c \u0623\u0648 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u061f \u0633\u062a\u0648\u062c\u0647 \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u0648\u0627\u0636\u062d\u0629 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062a\u064a \u062a\u062e\u062a\u0627\u0631\u0647\u0627.<\/li>\n<li><strong>\u0627\u062e\u062a\u064a\u0627\u0631 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0630\u0627\u062a \u0627\u0644\u0635\u0644\u0629:<\/strong> \u0627\u062e\u062a\u0631 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062a\u064a \u062a\u062a\u0645\u0627\u0634\u0649 \u0645\u0639 \u0623\u0647\u062f\u0627\u0641\u0643. \u062a\u0634\u0645\u0644 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0634\u0627\u0626\u0639\u0629 \u0648\u0642\u062a \u062d\u0644 \u0627\u0644\u062a\u0630\u0627\u0643\u0631\u060c \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644 \u0645\u0646 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u060c \u0648\u062f\u0631\u062c\u0627\u062a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0642\u0645 \u0628\u0625\u062f\u0631\u0627\u062c \u0647\u0630\u0647 \u0641\u064a \u0627\u0644\u0646\u0645\u0648\u0630\u062c \u0627\u0644\u062e\u0627\u0635 \u0628\u0643 \u0644\u062a\u062a\u0628\u0639 \u0634\u0627\u0645\u0644.<\/li>\n<li><strong>\u062a\u0635\u0645\u064a\u0645 \u0627\u0644\u062a\u062e\u0637\u064a\u0637:<\/strong> \u0646\u0638\u0645 \u0627\u0644\u0646\u0645\u0648\u0630\u062c \u0627\u0644\u062e\u0627\u0635 \u0628\u0643 \u0641\u064a \u062a\u0646\u0633\u064a\u0642 \u0633\u0647\u0644 \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645. \u0627\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u062c\u062f\u0627\u0648\u0644 \u0623\u0648 \u0627\u0644\u0631\u0633\u0648\u0645 \u0627\u0644\u0628\u064a\u0627\u0646\u064a\u0629 \u0644\u0639\u0631\u0636 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0628\u0648\u0636\u0648\u062d. \u062a\u0623\u0643\u062f \u0645\u0646 \u0623\u0646 \u0643\u0644 \u0645\u0642\u064a\u0627\u0633 \u0644\u0647 \u0639\u0645\u0648\u062f \u0645\u062d\u062f\u062f \u0644\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u062d\u0627\u0644\u064a\u060c \u0648\u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u0645\u0633\u062a\u0647\u062f\u0641\u0629\u060c \u0648\u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u062a\u0627\u0631\u064a\u062e\u064a\u0629 \u0644\u0644\u0645\u0642\u0627\u0631\u0646\u0629.<\/li>\n<li><strong>\u0623\u062a\u0645\u062a\u0629 \u062c\u0645\u0639 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a:<\/strong> \u0627\u0633\u062a\u062e\u062f\u0645 \u0623\u062f\u0648\u0627\u062a \u064a\u0645\u0643\u0646\u0647\u0627 \u0633\u062d\u0628 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u062a\u0644\u0642\u0627\u0626\u064a\u064b\u0627 \u0625\u0644\u0649 \u0627\u0644\u0646\u0645\u0648\u0630\u062c \u0627\u0644\u062e\u0627\u0635 \u0628\u0643. \u064a\u0642\u0644\u0644 \u0647\u0630\u0627 \u0645\u0646 \u0623\u062e\u0637\u0627\u0621 \u0627\u0644\u0625\u062f\u062e\u0627\u0644 \u0627\u0644\u064a\u062f\u0648\u064a \u0648\u064a\u0636\u0645\u0646 \u0623\u0646 \u062a\u0643\u0648\u0646 \u0645\u0642\u0627\u064a\u064a\u0633\u0643 \u062f\u0627\u0626\u0645\u064b\u0627 \u0645\u062d\u062f\u062b\u0629. \u0636\u0639 \u0641\u064a \u0627\u0639\u062a\u0628\u0627\u0631\u0643 \u0627\u0644\u062a\u0643\u0627\u0645\u0644 \u0645\u0639 \u0645\u0646\u0635\u0627\u062a \u0645\u062b\u0644 <a href=\"https:\/\/www.service-now.com\/products\/it-service-management.html\" target=\"_blank\" rel=\"noopener\">ServiceNow ITSM<\/a> \u0644\u062f\u0645\u062c \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0628\u0633\u0644\u0627\u0633\u0629.<\/li>\n<li><strong>\u0645\u0631\u0627\u062c\u0639\u0629 \u0648\u062a\u0639\u062f\u064a\u0644:<\/strong> \u0631\u0627\u062c\u0639 \u0646\u0645\u0648\u0630\u062c \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062e\u0627\u0635 \u0628\u0643 \u0628\u0627\u0646\u062a\u0638\u0627\u0645 \u0644\u0636\u0645\u0627\u0646 \u0628\u0642\u0627\u0626\u0647 \u0645\u062a\u0645\u0627\u0634\u064a\u064b\u0627 \u0645\u0639 \u0623\u0647\u062f\u0627\u0641 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062e\u0627\u0635 \u0628\u0643. \u0642\u0645 \u0628\u062a\u0639\u062f\u064a\u0644 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u062d\u0633\u0628 \u0627\u0644\u062d\u0627\u062c\u0629 \u0644\u062a\u0639\u0643\u0633 \u0627\u0644\u062a\u063a\u064a\u064a\u0631\u0627\u062a \u0641\u064a \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0623\u0648 \u062a\u0648\u0642\u0639\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<\/ul>\n<h3>\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0639\u064a\u0646\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0644\u062a\u062a\u0628\u0639 \u0627\u0644\u0641\u0639\u0627\u0644<\/h3>\n<p>\u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0639\u0632\u0632 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0639\u064a\u0646\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0642\u062f\u0631\u0627\u062a \u0627\u0644\u062a\u062a\u0628\u0639 \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0643 \u0628\u0634\u0643\u0644 \u0643\u0628\u064a\u0631. \u0625\u0644\u064a\u0643 \u0643\u064a\u0641\u064a\u0629 \u062a\u0646\u0641\u064a\u0630 \u0639\u064a\u0646\u0629 \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062e\u0627\u0635 \u0628\u0643 \u0628\u0641\u0639\u0627\u0644\u064a\u0629:<\/p>\n<ul>\n<li><strong>\u0627\u0644\u0645\u0639\u0627\u064a\u0631\u0629:<\/strong> \u0627\u0633\u062a\u062e\u062f\u0645 \u0639\u064a\u0646\u0627\u062a \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0645\u0642\u0627\u0631\u0646\u0629 \u0623\u062f\u0627\u0626\u0643 \u0645\u0639 \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0635\u0646\u0627\u0639\u064a\u0629. \u064a\u0633\u0627\u0639\u062f \u0647\u0630\u0627 \u0641\u064a \u062a\u062d\u062f\u064a\u062f \u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0648\u064a\u062d\u062f\u062f \u0623\u0647\u062f\u0627\u0641\u064b\u0627 \u0648\u0627\u0642\u0639\u064a\u0629. \u0639\u0644\u0649 \u0633\u0628\u064a\u0644 \u0627\u0644\u0645\u062b\u0627\u0644\u060c \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0628\u0631\u0632 \u0645\u0642\u0627\u0631\u0646\u0629 \u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644 \u0645\u0646 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 \u0645\u0639 \u0627\u0644\u0645\u062a\u0648\u0633\u0637\u0627\u062a \u0627\u0644\u0635\u0646\u0627\u0639\u064a\u0629 \u0627\u0644\u0641\u062c\u0648\u0627\u062a \u0641\u064a \u0627\u0644\u0623\u062f\u0627\u0621.<\/li>\n<li><strong>\u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0648\u0627\u0644\u062a\u0637\u0648\u064a\u0631:<\/strong> \u0634\u0627\u0631\u0643 \u0639\u064a\u0646\u0627\u062a \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0639 \u0641\u0631\u064a\u0642\u0643 \u0644\u062a\u0639\u0632\u064a\u0632 \u062b\u0642\u0627\u0641\u0629 \u0627\u0644\u0634\u0641\u0627\u0641\u064a\u0629 \u0648\u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0633\u062a\u0645\u0631. \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0624\u062f\u064a \u0645\u0646\u0627\u0642\u0634\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0623\u062f\u0627\u0621 \u062e\u0644\u0627\u0644 \u0627\u062c\u062a\u0645\u0627\u0639\u0627\u062a \u0627\u0644\u0641\u0631\u064a\u0642 \u0625\u0644\u0649 \u062a\u062d\u0641\u064a\u0632 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0648\u062a\u0634\u062c\u064a\u0639\u0647\u0645 \u0639\u0644\u0649 \u0627\u0644\u0633\u0639\u064a \u0644\u062a\u062d\u0642\u064a\u0642 \u0646\u062a\u0627\u0626\u062c \u0623\u0641\u0636\u0644.<\/li>\n<li><strong>\u0627\u0644\u062a\u0642\u0627\u0631\u064a\u0631:<\/strong> \u0642\u0645 \u0628\u0625\u062f\u0631\u0627\u062c \u0639\u064a\u0646\u0627\u062a \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0641\u064a \u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u062a\u0642\u0627\u0631\u064a\u0631 \u0627\u0644\u0645\u0646\u062a\u0638\u0645\u0629 \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0643. \u0644\u0627 \u064a\u062d\u0627\u0641\u0638 \u0647\u0630\u0627 \u0641\u0642\u0637 \u0639\u0644\u0649 \u0625\u0628\u0644\u0627\u063a \u0623\u0635\u062d\u0627\u0628 \u0627\u0644\u0645\u0635\u0644\u062d\u0629\u060c \u0628\u0644 \u064a\u0648\u0641\u0631 \u0623\u064a\u0636\u064b\u0627 \u0635\u0648\u0631\u0629 \u0648\u0627\u0636\u062d\u0629 \u0639\u0646 \u0623\u062f\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0639\u0644\u0649 \u0645\u0631 \u0627\u0644\u0632\u0645\u0646. \u0627\u0633\u062a\u062e\u062f\u0645 \u0623\u062f\u0648\u0627\u062a \u0645\u062b\u0644 <a href=\"https:\/\/messengerbot.app\/ar\/%d8%a5%d8%aa%d9%82%d8%a7%d9%86-%d9%85%d9%82%d8%a7%d9%8a%d9%8a%d8%b3-%d9%85%d9%83%d8%aa%d8%a8-%d8%a7%d9%84%d9%85%d8%b3%d8%a7%d8%b9%d8%af%d8%a9-%d8%a7%d8%b3%d8%aa%d8%b1%d8%a7%d8%aa%d9%8a%d8%ac%d9%8a\/\">\u0625\u062a\u0642\u0627\u0646 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629<\/a> \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0631\u0624\u0649 \u062d\u0648\u0644 \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0627\u062a \u0627\u0644\u062a\u0642\u0627\u0631\u064a\u0631 \u0627\u0644\u0641\u0639\u0627\u0644\u0629.<\/li>\n<li><strong>\u062d\u0644\u0642\u0629 \u0627\u0644\u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0631\u0627\u062c\u0639\u0629:<\/strong> \u0623\u0646\u0634\u0626 \u062d\u0644\u0642\u0629 \u062a\u063a\u0630\u064a\u0629 \u0631\u0627\u062c\u0639\u0629 \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0645\u062c\u0645\u0639\u0629. \u0627\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u0631\u0624\u0649 \u0645\u0646 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0644\u0625\u0628\u0644\u0627\u063a \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0627\u062a \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u062a\u062d\u0633\u064a\u0646 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0634\u0643\u0644 \u0639\u0627\u0645. \u0639\u0644\u0649 \u0633\u0628\u064a\u0644 \u0627\u0644\u0645\u062b\u0627\u0644\u060c \u0625\u0630\u0627 \u0643\u0627\u0646\u062a \u062f\u0631\u062c\u0627\u062a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0646\u062e\u0641\u0636\u0629\u060c \u062a\u062d\u0642\u0642 \u0645\u0646 \u0627\u0644\u0623\u0633\u0628\u0627\u0628 \u0627\u0644\u062c\u0630\u0631\u064a\u0629 \u0648\u0642\u0645 \u0628\u062a\u0639\u062f\u064a\u0644 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0648\u0641\u0642\u064b\u0627 \u0644\u0630\u0644\u0643.<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ar\/mastering-service-desk-metrics-key-performance-indicators-customer-service-metrics-and-balanced-scorecards-explained\/\" data-essbisPostTitle=\"Mastering Service Desk Metrics: Key Performance Indicators, Customer Service Metrics, and Balanced Scorecards Explained\" data-essbisHoverContainer=\"\"><p>Key Takeaways Mastering service desk metrics is essential for improving customer support and operational efficiency. Key Performance Indicators (KPIs) like First Contact Resolution and Customer Satisfaction Score are vital for assessing service effectiveness. Regularly analyzing customer service metrics helps organizations identify areas for improvement, leading to enhanced user experiences. The balanced scorecard approach provides a [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":256351,"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-256352","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\/256352","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=256352"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/posts\/256352\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/media\/256351"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/media?parent=256352"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/categories?post=256352"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/tags?post=256352"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}