{"id":260436,"date":"2026-03-04T21:09:38","date_gmt":"2026-03-05T05:09:38","guid":{"rendered":"https:\/\/messengerbot.app\/it-help-desk-metrics-that-matter-a-practical-guide-to-service-desk-performance-5-key-cx-kpis-mttr-fcr-sla-compliance-template\/"},"modified":"2026-03-04T21:09:38","modified_gmt":"2026-03-05T05:09:38","slug":"%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%d9%84%d8%aa%d9%8a-%d8%aa%d9%87%d9%85-%d8%af%d9%84%d9%8a%d9%84-%d8%b9%d9%85%d9%84","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ar\/it-help-desk-metrics-that-matter-a-practical-guide-to-service-desk-performance-5-key-cx-kpis-mttr-fcr-sla-compliance-template\/","title":{"rendered":"\u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0644\u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0647\u0645: \u062f\u0644\u064a\u0644 \u0639\u0645\u0644\u064a \u0644\u0623\u062f\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629\u060c 5 \u0645\u0624\u0634\u0631\u0627\u062a \u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0625\u0635\u0644\u0627\u062d\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644 \u0627\u0644\u0623\u0648\u0644\u060c \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 + \u0646\u0645\u0648\u0630\u062c"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/ar\/it-help-desk-metrics-that-matter-a-practical-guide-to-service-desk-performance-5-key-cx-kpis-mttr-fcr-sla-compliance-template\/\" data-essbisposttitle=\"IT Help Desk Metrics That Matter: A Practical Guide to Service Desk Performance, 5 Key CX KPIs, MTTR, FCR, SLA Compliance + Template\" data-essbishovercontainer=\"\"><div class=\"key-takeaways-box\">\n<h2>Puntos Clave<\/h2>\n<ul>\n<li>\u062a\u062a\u0628\u0639 \u0645\u0624\u0634\u0631\u0627\u062a \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0627\u0644\u0623\u0633\u0627\u0633\u064a\u0629 \u0644\u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a - 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CSAT\u060c NPS\u060c CES\u060c FCR \u0648MTTR - \u0644\u062d\u0645\u0627\u064a\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u062a\u0630\u0643\u0631\u0629.<\/li>\n<li>\u0631\u0627\u0642\u0628 \u0627\u062a\u062c\u0627\u0647\u0627\u062a \u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631\u060c \u0648\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062a\u0631\u0627\u0643\u0645\u0629 \u0648\u062a\u0648\u0632\u064a\u0639 \u0639\u0645\u0631 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0644\u0631\u0635\u062f \u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u0633\u0639\u0629 \u0648\u062a\u0623\u062b\u064a\u0631 \u062e\u0631\u0642 SLA \u0645\u0628\u0643\u0631\u064b\u0627.<\/li>\n<li>\u0627\u062c\u0645\u0639 \u0628\u064a\u0646 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 (AHT\u060c MTTR)\u060c \u0627\u0644\u062c\u0648\u062f\u0629 (FCR\u060c CSAT) \u0648\u0627\u0644\u0645\u0627\u0644\u064a\u0629 (\u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u062a\u0630\u0643\u0631\u0629\u060c \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062f\u0639\u0645 \u0644\u0643\u0644 \u0645\u0633\u062a\u062e\u062f\u0645) \u0641\u064a \u0628\u0637\u0627\u0642\u0629 \u0623\u062f\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0644\u0627\u062a\u062e\u0627\u0630 \u0642\u0631\u0627\u0631\u0627\u062a \u0623\u0633\u0631\u0639.<\/li>\n<li>\u0642\u0645 \u0628\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0642\u0646\u0648\u0627\u062a \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0627\u0644\u0642\u0646\u0648\u0627\u062a (\u0648\u0642\u062a \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\u060c \u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u062f\u0631\u062f\u0634\u0629\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a) \u0648\u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0639\u062a\u0645\u0627\u062f \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629 \u0648\u0645\u0639\u062f\u0644 \u0627\u0646\u062d\u0631\u0627\u0641 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0622\u0644\u064a\u0629 \u0644\u062a\u0642\u0644\u064a\u0644 \u0627\u062a\u062c\u0627\u0647\u0627\u062a \u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631.<\/li>\n<li>\u0642\u0645 \u0628\u0642\u064a\u0627\u0633 \u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u062a\u062f\u0631\u064a\u0628\u060c \u0648\u0648\u0642\u062a \u0627\u0644\u0648\u0635\u0648\u0644 \u0625\u0644\u0649 \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0648\u0645\u0624\u0634\u0631\u0627\u062a \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 (\u0645\u0639\u062f\u0644 \u0634\u063a\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0627\u0644\u062a\u0632\u0627\u0645 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0628\u0627\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a) \u0644\u062a\u062d\u0633\u064a\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644 \u062d\u0633\u0628 \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0629 \u0648\u062a\u0642\u0644\u064a\u0644 \u0645\u0639\u062f\u0644 \u062a\u0643\u0631\u0627\u0631 \u0627\u0644\u062d\u0648\u0627\u062f\u062b.<\/li>\n<li>\u0642\u0645 \u0628\u062a\u062d\u0641\u064a\u0632 \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0633\u062a\u0645\u0631 \u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u0643\u0631\u0627\u0631 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0633\u0628\u0628 \u0627\u0644\u062c\u0630\u0631\u064a\u060c \u0648\u0645\u0639\u062f\u0644 \u0646\u062c\u0627\u062d \u0627\u0644\u062a\u063a\u064a\u064a\u0631 \u0648\u0639\u0627\u0626\u062f \u0627\u0644\u0627\u0633\u062a\u062b\u0645\u0627\u0631 \u0644\u0623\u062f\u0648\u0627\u062a \u0627\u0644\u062f\u0639\u0645 - 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AHT\u060c CSAT\u060c NPS\u060c MTTA\u060c \u0645\u0624\u0634\u0631\u0627\u062a \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0648\u0645\u0624\u0634\u0631\u0627\u062a \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 - \u0641\u064a \u0643\u0634\u0641 \u0627\u0644\u0627\u062e\u062a\u0646\u0627\u0642\u0627\u062a (\u0648\u0642\u062a \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 \u0641\u064a \u0627\u0644\u0637\u0627\u0628\u0648\u0631\u060c \u062a\u0648\u0632\u064a\u0639 \u0639\u0645\u0631 \u0627\u0644\u062a\u0630\u0627\u0643\u0631)\u060c \u0648\u0641\u062c\u0648\u0627\u062a \u0627\u0644\u062a\u062f\u0631\u064a\u0628 (\u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0648\u0635\u0648\u0644 \u0625\u0644\u0649 \u0627\u0644\u0643\u0641\u0627\u0621\u0629\u060c \u062a\u062d\u0644\u064a\u0644 \u0641\u062c\u0648\u0629 \u0627\u0644\u0645\u0647\u0627\u0631\u0627\u062a) \u0648\u0627\u0644\u0641\u0631\u0635 \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 (\u0645\u0639\u062f\u0644 \u0627\u0644\u0623\u062a\u0645\u062a\u0629\u060c \u0645\u0639\u062f\u0644 \u0627\u0639\u062a\u0645\u0627\u062f \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629\u060c \u062a\u062e\u0641\u064a\u0636 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0628\u0648\u0627\u0633\u0637\u0629 \u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a\/\u0627\u0644\u0623\u062a\u0645\u062a\u0629).<\/p>\n<h3>\u0642\u0627\u0644\u0628 \u0645\u0624\u0634\u0631\u0627\u062a \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0644\u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a - \u0642\u064a\u0627\u0633 MTTR\u060c MTTRR\u060c MTTA \u0648\u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0628\u064a\u0646 \u0627\u0644\u0641\u0634\u0644 (MTBF)<\/h3>\n<p>\u0627\u0633\u062a\u062e\u062f\u0645 \u0642\u0627\u0644\u0628 \u0645\u0624\u0634\u0631\u0627\u062a \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0644\u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0627\u0644\u0645\u0648\u062d\u062f \u0627\u0644\u0630\u064a \u064a\u062d\u062f\u062f \u0643\u0644 \u0645\u0624\u0634\u0631\u060c \u0627\u0644\u0635\u064a\u063a\u0629\u060c \u0627\u0644\u0647\u062f\u0641\u060c \u0627\u0644\u0645\u0627\u0644\u0643 \u0648\u062a\u0648\u0627\u062a\u0631 \u0627\u0644\u062a\u0642\u0627\u0631\u064a\u0631. \u0623\u062f\u0646\u0627\u0647 \u0623\u062f\u0631\u062c 17 \u0645\u0624\u0634\u0631\u064b\u0627 \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0648\u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0642\u064a\u0627\u0633 \u0627\u0644\u0623\u062f\u0627\u0621 \u0648\u0627\u0644\u062a\u064a \u062a\u0634\u0643\u0644 \u062c\u0648\u0647\u0631 \u0630\u0644\u0643 \u0627\u0644\u0642\u0627\u0644\u0628:<\/p>\n<ol>\n<li><strong>\u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 (\u0627\u0644\u0625\u062c\u0645\u0627\u0644\u064a \u0648\u062d\u0633\u0628 \u0627\u0644\u0642\u0646\u0627\u0629)<\/strong> - \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u062a\u0630\u0627\u0643\u0631\u060c \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0644\u0643\u0644 1000 \u0645\u0633\u062a\u062e\u062f\u0645\u060c \u0648\u062a\u0641\u0635\u064a\u0644 \u0627\u0644\u0642\u0646\u0648\u0627\u062a (\u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\u060c \u0627\u0644\u0647\u0627\u062a\u0641\u060c \u0627\u0644\u062f\u0631\u062f\u0634\u0629\u060c \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629)\u061b \u064a\u0639\u0632\u0632 \u062f\u0642\u0629 \u0627\u0644\u062a\u0648\u0642\u0639\u0627\u062a \u0644\u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0648\u064a\u062d\u062f\u062f \u062a\u0642\u0644\u0628\u0627\u062a \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u0648\u0633\u0645\u064a\u0629. (\u0627\u0646\u0638\u0631 \u062f\u0644\u064a\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629)<\/li>\n<li><strong>\u0645\u0624\u0634\u0631\u0627\u062a \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631<\/strong> - \u0639\u062f\u062f \u0627\u0644\u062a\u0631\u0627\u0643\u0645\u060c \u062a\u0648\u0632\u064a\u0639 \u0639\u0645\u0631 \u0627\u0644\u062a\u0630\u0627\u0643\u0631\u060c \u0627\u0644\u062a\u0631\u0627\u0643\u0645 \u062d\u0633\u0628 \u0645\u0633\u062a\u0648\u0649 SLA\u061b \u064a\u0634\u064a\u0631 \u0625\u0644\u0649 \u0642\u064a\u0648\u062f \u0627\u0644\u0633\u0639\u0629 \u0648\u062a\u0623\u062b\u064a\u0631 \u062e\u0631\u0642 SLA.<\/li>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \/ \u0627\u0644\u0627\u0639\u062a\u0631\u0627\u0641 (MTTA)<\/strong> \u2014 \u0627\u0644\u0648\u0642\u062a \u0645\u0646 \u0627\u0644\u0625\u0646\u0634\u0627\u0621 \u0625\u0644\u0649 \u0623\u0648\u0644 \u0627\u0639\u062a\u0631\u0627\u0641\u061b \u064a\u062a\u0645\u0627\u0634\u0649 \u0645\u0639 SLA \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0623\u0648\u0644\u0648\u064a\u0629 \u0627\u0644\u062a\u0630\u0643\u0631\u0629 \u0648\u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0642\u0648\u0627\u0644\u0628 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629.<\/li>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 (MTTR) \u0648\u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u062d\u0644 (MTTRR)<\/strong> \u2014 \u062a\u062a\u0628\u0639 \u0643\u0644 \u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644\u0649 \u0648\u0627\u0644\u062d\u0644 \u0627\u0644\u0643\u0627\u0645\u0644 \u062d\u0633\u0628 \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0629\u061b \u0645\u0642\u0627\u064a\u064a\u0633 \u062f\u0639\u0645 \u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0627\u0644\u0623\u0633\u0627\u0633\u064a\u0629 \u0644\u0648\u0642\u062a \u0627\u062d\u062a\u0648\u0627\u0621 \u0627\u0644\u062d\u0648\u0627\u062f\u062b \u0648\u0648\u0642\u062a \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u062a\u0635\u0639\u064a\u062f.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR)<\/strong> \u2014 \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0639\u0646\u062f \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u061b \u062a\u0631\u062a\u0628\u0637 \u0628\u0640 CSAT \u0648 NPS \u0648\u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u062a\u0630\u0643\u0631\u0629 \u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u062d\u0633\u064a\u0646 \u0641\u0639\u0627\u0644\u064a\u0629 \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629.<\/li>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629 (AHT)<\/strong> \u2014 \u0627\u0644\u062d\u062f\u064a\u062b\/\u0627\u0644\u062f\u0631\u062f\u0634\u0629 + \u0648\u0642\u062a \u0627\u0644\u0625\u0646\u0647\u0627\u0621\u061b \u062a\u062d\u0642\u064a\u0642 \u0627\u0644\u062a\u0648\u0627\u0632\u0646 \u0628\u064a\u0646 \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0648\u0627\u0644\u062c\u0648\u062f\u0629 \u0648\u062a\u062a\u0628\u0639\u0647\u0627 \u0645\u0639 \u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629.<\/li>\n<li><strong>\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u0648\u062f\u0631\u062c\u0629 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS)<\/strong> \u2014 \u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0631\u0636\u0627 \u0627\u0644\u0641\u0648\u0631\u064a \u0648\u0627\u0644\u0648\u0644\u0627\u0621 \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0637\u0648\u064a\u0644\u061b \u0645\u0631\u062a\u0628\u0637\u0629 \u0628\u0645\u0639\u062f\u0644 \u0625\u063a\u0644\u0627\u0642 \u062d\u0644\u0642\u0629 \u0627\u0644\u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0631\u0627\u062c\u0639\u0629.<\/li>\n<li><strong>\u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)<\/strong> \u2014 \u0633\u0647\u0648\u0644\u0629 \u0627\u0644\u062d\u0644\u061b \u062a\u062a\u0646\u0628\u0623 \u0628\u0627\u0644\u062a\u0633\u0631\u0628 \u0648\u062a\u0631\u062a\u0628\u0637 \u0628\u0645\u0639\u062f\u0644 \u0627\u0639\u062a\u0645\u0627\u062f \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u0646\u062d\u0631\u0627\u0641 \u0639\u0646 \u0627\u0644\u062f\u0631\u062f\u0634\u0629.<\/li>\n<li><strong>\u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u062a\u0630\u0643\u0631\u0629 \u0648\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062f\u0639\u0645 \u0644\u0643\u0644 \u0645\u0633\u062a\u062e\u062f\u0645<\/strong> \u2014 \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0645\u0627\u0644\u064a\u0629 \u0644\u0639\u0627\u0626\u062f \u0627\u0644\u0627\u0633\u062a\u062b\u0645\u0627\u0631 \u0644\u0623\u062f\u0648\u0627\u062a \u0627\u0644\u062f\u0639\u0645 \u0648\u0642\u0631\u0627\u0631\u0627\u062a \u0645\u0639\u062f\u0644 \u0627\u0644\u0623\u062a\u0645\u062a\u0629.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u062a\u0635\u0639\u064a\u062f \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0648\u062a\u0643\u0631\u0627\u0631 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0627\u0644\u0641\u0646\u064a<\/strong> \u2014 \u064a\u0643\u0634\u0641 \u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0648\u062f\u0642\u0629 \u062a\u0635\u0646\u064a\u0641 \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0627\u062a.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u062a\u0643\u0631\u0627\u0631 \u0627\u0644\u062d\u0648\u0627\u062f\u062b \/ \u0645\u0639\u062f\u0644 \u0625\u0639\u0627\u062f\u0629 \u0641\u062a\u062d \u0627\u0644\u062a\u0630\u0627\u0643\u0631<\/strong> \u2014 \u064a\u0642\u064a\u0633 \u0645\u062a\u0627\u0646\u0629 \u0627\u0644\u0625\u0635\u0644\u0627\u062d\u0627\u062a\u061b \u064a\u0642\u0644\u0644 \u0645\u0639 \u062a\u0643\u0631\u0627\u0631 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0633\u0628\u0628 \u0627\u0644\u062c\u0630\u0631\u064a \u0648\u0645\u0639\u062f\u0644 \u0625\u0643\u0645\u0627\u0644 \u0645\u0631\u0627\u062c\u0639\u0629 \u0645\u0627 \u0628\u0639\u062f \u0627\u0644\u062d\u0627\u062f\u062b.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \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 \u0648\u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0644\u062d\u0644<\/strong> \u2014 \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0627\u0644\u062a\u064a \u062a\u0641\u064a \u0628\u0627\u062a\u0641\u0627\u0642\u064a\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629\u061b \u0627\u0644\u0625\u0628\u0644\u0627\u063a \u0639\u0646 \u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a \u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u062d\u0633\u0628 \u0627\u0644\u0633\u0628\u0628 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\u0628\u064a\u0646\u0645\u0627 \u062a\u0646\u062e\u0641\u0636 \u0627\u062a\u062c\u0627\u0647\u0627\u062a \u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631\u060c \u0641\u0625\u0646 \u0630\u0644\u0643 \u064a\u0645\u062b\u0644 \u0639\u0627\u0626\u062f \u0627\u0633\u062a\u062b\u0645\u0627\u0631 \u0642\u0627\u0628\u0644 \u0644\u0644\u0642\u064a\u0627\u0633 \u0644\u0623\u062f\u0648\u0627\u062a \u0627\u0644\u062f\u0639\u0645\u061b \u0623\u062a\u0627\u0628\u0639 \u0639\u0627\u0626\u062f \u0627\u0644\u0627\u0633\u062a\u062b\u0645\u0627\u0631 (ROI) \u0644\u0623\u062f\u0648\u0627\u062a \u0627\u0644\u062f\u0639\u0645 \u062c\u0646\u0628\u064b\u0627 \u0625\u0644\u0649 \u062c\u0646\u0628 \u0645\u0639 \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062f\u0639\u0645 \u0644\u0643\u0644 \u0645\u0633\u062a\u062e\u062f\u0645 \u0648\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062a\u0630\u0643\u0631\u0629.<\/p>\n<p>\u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0644\u0641\u0631\u0642 \u0627\u0644\u062a\u064a \u062a\u0633\u062a\u062e\u062f\u0645 \u0628\u0648\u062a \u0627\u0644\u0645\u0631\u0627\u0633\u0644\u0629\u060c \u0623\u062f\u0645\u062c \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0627\u0644\u062d\u0648\u0627\u0631\u064a\u0629 \u0641\u064a \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0644\u062a\u0642\u0644\u064a\u0644 \u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0628\u0633\u064a\u0637\u0629 \u0648\u062a\u062d\u0633\u064a\u0646 \u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0642\u0648\u0627\u0644\u0628 \u0627\u0644\u0631\u062f\u0648\u062f\u061b \u0623\u0631\u0628\u0637 \u0627\u0644\u0625\u0639\u062f\u0627\u062f \u0628\u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0644\u0644\u0648\u0643\u0644\u0627\u0621 \u0628\u062d\u064a\u062b \u062a\u0643\u0645\u0644 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 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\u062a\u0639\u0644\u064a\u0645\u0627\u062a \u0625\u0639\u062f\u0627\u062f \u0628\u0648\u062a \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0633\u0631\u064a\u0639\u0629 \u0644\u062a\u0642\u0635\u064a\u0631 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0644\u0627\u0632\u0645 \u0644\u062a\u062f\u0631\u064a\u0628 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u062c\u062f\u062f \u0648\u062a\u062d\u0633\u064a\u0646 \u062f\u0642\u0629 \u0627\u0644\u062a\u0648\u0642\u0639\u0627\u062a \u0644\u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2026\/03\/it-help-desk-metrics-346032.jpg\" alt=\"\u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0645\u0633\u0627\u0639\u062f\u0629 \u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u0645\u0627 \u0647\u064a 5 \u0645\u0642\u0627\u064a\u064a\u0633 \u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u061f<\/h2>\n<h3>\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)<\/h3>\n<ul>\n<li><strong>\u0645\u0627 \u0623\u0642\u064a\u0633\u0647:<\/strong> \u0631\u0636\u0627 \u0645\u0627 \u0628\u0639\u062f \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0641\u0648\u0631\u064a (\u0645\u0642\u064a\u0627\u0633 \u0645\u0646 1 \u0625\u0644\u0649 5 \u0623\u0648 \u0645\u0646 1 \u0625\u0644\u0649 10) \u0645\u0631\u062a\u0628\u0637 \u0628\u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062a\u0630\u0643\u0631\u0629 \u0648\u0627\u0644\u0642\u0646\u0627\u0629.<\/li>\n<li><strong>\u0644\u0645\u0627\u0630\u0627 \u0647\u0630\u0627 \u0645\u0647\u0645:<\/strong> \u0645\u0624\u0634\u0631 CSAT \u0647\u0648 \u0645\u0624\u0634\u0631 \u0645\u0628\u0627\u0634\u0631 \u0644\u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0642\u0635\u064a\u0631\u061b \u0625\u0646\u0647 \u064a\u0631\u062a\u0628\u0637 \u0628\u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 \u0648\u064a\u0624\u062b\u0631 \u0639\u0644\u0649 \u062f\u0631\u062c\u0629 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS).<\/li>\n<li><strong>\u0643\u064a\u0641 \u0623\u062a\u0627\u0628\u0639 \u0648\u0623\u062d\u0633\u0646:<\/strong> \u0623\u0631\u0633\u0644 \u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u064b \u0628\u0633\u0624\u0627\u0644 \u0648\u0627\u062d\u062f \u0628\u0639\u062f \u0627\u0644\u062d\u0644\u060c \u0642\u0633\u0645 CSAT \u062d\u0633\u0628 \u0627\u0644\u0642\u0646\u0627\u0629 \u0648\u0627\u0644\u0648\u0643\u064a\u0644\u060c \u0648\u0623\u063a\u0644\u0642 \u062d\u0644\u0642\u0629 \u0627\u0644\u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0631\u0627\u062c\u0639\u0629 \u0628\u0633\u0631\u0639\u0629. \u0627\u0633\u062a\u062e\u062f\u0645 \u0641\u0639\u0627\u0644\u064a\u0629 \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629 \u0648\u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0642\u0648\u0627\u0644\u0628 \u0627\u0644\u0631\u062f \u0644\u0631\u0641\u0639 CSAT \u0645\u0639 \u0645\u0631\u0627\u0642\u0628\u0629 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT) \u0644\u062a\u062c\u0646\u0628 \u0627\u0644\u062a\u0636\u062d\u064a\u0629 \u0628\u0627\u0644\u062c\u0648\u062f\u0629 \u0645\u0646 \u0623\u062c\u0644 \u0627\u0644\u0633\u0631\u0639\u0629.<\/li>\n<li><strong>\u0627\u0644\u0645\u0648\u0627\u0631\u062f \u0630\u0627\u062a \u0627\u0644\u0635\u0644\u0629:<\/strong> \u0623\u062c\u0645\u0639 \u0627\u0644\u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0631\u0627\u062c\u0639\u0629 \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0623\u0641\u0636\u0644 \u0627\u0644\u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0645\u0646 \u062f\u0644\u064a\u0644 \u062a\u063a\u0630\u064a\u0629 \u0631\u0627\u062c\u0639\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062f\u064a\u0646\u0627.<\/li>\n<\/ul>\n<h3>\u0645\u0624\u0634\u0631 \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS)<\/h3>\n<ul>\n<li><strong>\u0645\u0627 \u0623\u0642\u064a\u0633\u0647:<\/strong> \u0627\u0633\u062a\u0639\u062f\u0627\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0644\u062a\u0648\u0635\u064a\u0629 (\u0627\u0644\u0645\u0631\u0648\u062c\u0648\u0646 \u0645\u0642\u0627\u0628\u0644 \u0627\u0644\u0645\u062b\u0628\u0637\u0648\u0646) \u064a\u062a\u0645 \u0627\u0644\u062a\u0642\u0627\u0637\u0647 \u0628\u0634\u0643\u0644 \u062f\u0648\u0631\u064a (\u0634\u0647\u0631\u064a\u0627\u064b \/ \u0631\u0628\u0639 \u0633\u0646\u0648\u064a).<\/li>\n<li><strong>\u0644\u0645\u0627\u0630\u0627 \u0647\u0630\u0627 \u0645\u0647\u0645:<\/strong> \u062a\u0634\u064a\u0631 NPS \u0625\u0644\u0649 \u0627\u0644\u0648\u0644\u0627\u0621 \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0637\u0648\u064a\u0644\u060c \u0648\u062a\u0623\u062b\u064a\u0631 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0635\u062d\u0629 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0628\u0634\u0643\u0644 \u0639\u0627\u0645 \u0628\u062e\u0644\u0627\u0641 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0630\u0627\u062a \u0627\u0644\u062a\u0630\u0643\u0631\u0629 \u0627\u0644\u0648\u0627\u062d\u062f\u0629.<\/li>\n<li><strong>\u0643\u064a\u0641 \u0623\u062a\u0627\u0628\u0639 \u0648\u0623\u062d\u0633\u0646:<\/strong> \u062a\u0627\u0628\u0639 \u0645\u0639 \u0627\u0644\u0645\u062b\u0628\u0637\u064a\u0646\u060c \u0648\u0623\u062c\u0631\u0650 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0633\u0628\u0628 \u0627\u0644\u062c\u0630\u0631\u064a \u0628\u0634\u0643\u0644 \u062f\u0648\u0631\u064a \u0639\u0644\u0649 \u0627\u0644\u0642\u0636\u0627\u064a\u0627 \u0627\u0644\u0646\u0638\u0627\u0645\u064a\u0629\u060c \u0648\u0627\u062f\u062e\u0644 \u0627\u0644\u0646\u062a\u0627\u0626\u062c \u0641\u064a \u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0644\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0627\u0639\u062a\u0645\u0627\u062f \u062e\u0637\u0629 \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0631\u0641\u0639 NPS \u0628\u0645\u0631\u0648\u0631 \u0627\u0644\u0648\u0642\u062a.<\/li>\n<\/ul>\n<h3>\u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)<\/h3>\n<ul>\n<li><strong>\u0645\u0627 \u0623\u0642\u064a\u0633\u0647:<\/strong> \u0645\u062f\u0649 \u0633\u0647\u0648\u0644\u0629 \u062d\u0644 \u0627\u0644\u0639\u0645\u064a\u0644 \u0644\u0645\u0634\u0643\u0644\u062a\u0647 (\u0645\u0642\u064a\u0627\u0633 \u0633\u0624\u0627\u0644 \u0648\u0627\u062d\u062f \u0645\u0628\u0627\u0634\u0631\u0629 \u0628\u0639\u062f \u0627\u0644\u0627\u062a\u0635\u0627\u0644).<\/li>\n<li><strong>\u0644\u0645\u0627\u0630\u0627 \u0647\u0630\u0627 \u0645\u0647\u0645:<\/strong> \u063a\u0627\u0644\u0628\u0627\u064b \u0645\u0627 \u064a\u062a\u0646\u0628\u0623 CES \u0628\u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u062e\u062f\u0645\u0629 \u0628\u0634\u0643\u0644 \u0623\u0643\u062b\u0631 \u0645\u0648\u062b\u0648\u0642\u064a\u0629 \u0645\u0646 CSAT\u061b \u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062c\u0647\u062f \u064a\u0632\u064a\u062f \u0645\u0646 NPS \u0648\u064a\u062e\u0641\u0636 \u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0648\u0627\u062f\u062b \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629.<\/li>\n<li><strong>\u0643\u064a\u0641 \u0623\u062a\u0627\u0628\u0639 \u0648\u0623\u062d\u0633\u0646:<\/strong> \u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u0627\u062d\u062a\u0643\u0627\u0643 \u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u062d\u0633\u064a\u0646 \u0645\u0639\u062f\u0644 \u0627\u0639\u062a\u0645\u0627\u062f \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629\u060c \u0648\u0632\u064a\u0627\u062f\u0629 \u062a\u0642\u064a\u064a\u0645 \u0645\u0642\u0627\u0644\u0627\u062a \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u060c \u0648\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0643\u062a\u0627\u0644\u0648\u062c \u0627\u0644\u062e\u062f\u0645\u0629 \u0628\u0634\u0643\u0644 \u0645\u064f\u062d\u0633\u0651\u0646\u061b \u0631\u0635\u062f CES \u062c\u0646\u0628\u064b\u0627 \u0625\u0644\u0649 \u062c\u0646\u0628 \u0645\u0639 \u0645\u0639\u062f\u0644 \u0625\u0639\u0627\u062f\u0629 \u0641\u062a\u062d \u0627\u0644\u062a\u0630\u0627\u0643\u0631.<\/li>\n<\/ul>\n<h3>\u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR)<\/h3>\n<ul>\n<li><strong>\u0645\u0627 \u0623\u0642\u064a\u0633\u0647:<\/strong> \u0646\u0633\u0628\u0629 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0639\u0646\u062f \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 \u062f\u0648\u0646 \u062a\u0635\u0639\u064a\u062f \u0623\u0648 \u0625\u0639\u0627\u062f\u0629 \u0641\u062a\u062d.<\/li>\n<li><strong>\u0644\u0645\u0627\u0630\u0627 \u0647\u0630\u0627 \u0645\u0647\u0645:<\/strong> \u0627\u0646\u062e\u0641\u0627\u0636 FCR \u064a\u0642\u0644\u0644 \u0645\u0646 \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062a\u0630\u0643\u0631\u0629\u060c \u0648\u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0642\u0627\u064a\u064a\u0633 \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0648\u064a\u0632\u064a\u062f \u0645\u0646 CSAT\/NPS.<\/li>\n<li><strong>\u0643\u064a\u0641 \u0623\u062a\u0627\u0628\u0639 \u0648\u0623\u062d\u0633\u0646:<\/strong> \u062a\u062d\u0633\u064a\u0646 \u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u062a\u0642\u0646\u064a\u0629\u060c \u0648\u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0642\u0648\u0627\u0644\u0628 \u0627\u0644\u0631\u062f\u0648\u062f \u0648\u0641\u0639\u0627\u0644\u064a\u0629 \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u061b \u062a\u062a\u0628\u0639 \u0648\u0642\u062a \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0639\u062f\u0644 \u0625\u0639\u0627\u062f\u0629 \u062a\u0639\u064a\u064a\u0646 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0644\u0625\u0632\u0627\u0644\u0629 \u0627\u0644\u0627\u062d\u062a\u0643\u0627\u0643.<\/li>\n<li><strong>\u0642\u0631\u0627\u0621\u0629 \u0625\u0636\u0627\u0641\u064a\u0629:<\/strong> \u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0639\u0644\u0649 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0648\u0627\u0644\u0642\u0648\u0627\u0644\u0628\u060c \u0623\u0633\u062a\u0646\u062f \u0625\u0644\u0649 \u062f\u0644\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\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0644\u062a\u0648\u0627\u0641\u0642 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0648\u0623\u0647\u062f\u0627\u0641 FCR.<\/li>\n<\/ul>\n<h3>\u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u062d\u0644 \/ \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u062d\u0644 (MTTR \/ MTTRR)<\/h3>\n<ul>\n<li><strong>\u0645\u0627 \u0623\u0642\u064a\u0633\u0647:<\/strong> \u0645\u062a\u0648\u0633\u0637 \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 \u062d\u062a\u0649 \u0627\u0644\u062d\u0644 \u0627\u0644\u0643\u0627\u0645\u0644\u060c \u0645\u0642\u0633\u0645\u064b\u0627 \u062d\u0633\u0628 \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0629 \u0648\u0646\u0633\u0628\u0629 \u0627\u0644\u062d\u0627\u062f\u062b \u0645\u0642\u0627\u0628\u0644 \u0627\u0644\u0637\u0644\u0628.<\/li>\n<li><strong>\u0644\u0645\u0627\u0630\u0627 \u0647\u0630\u0627 \u0645\u0647\u0645:<\/strong> MTTR \u0647\u0648 \u0645\u0642\u064a\u0627\u0633 \u0631\u0626\u064a\u0633\u064a \u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0631\u062a\u0628\u0637 \u0628\u0645\u0639\u062f\u0644 \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\u060c \u0648\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062a\u0648\u0642\u0641 \u0648\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li><strong>\u0643\u064a\u0641 \u0623\u062a\u0627\u0628\u0639 \u0648\u0623\u062d\u0633\u0646:<\/strong> \u0627\u0633\u062a\u062e\u062f\u0645 \u0644\u0648\u062d\u0627\u062a \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0644\u062a\u0642\u0633\u064a\u0645 MTTR \u062d\u0633\u0628 \u062f\u0642\u0629 \u062a\u0635\u0646\u064a\u0641 \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0627\u062a\u060c \u0648\u0631\u0635\u062f \u0648\u0642\u062a \u062d\u0644 \u0627\u0644\u062d\u0648\u0627\u062f\u062b \u0645\u0646 \u0642\u0628\u0644 \u0627\u0644\u0628\u0627\u0626\u0639\u060c \u0648\u062a\u0637\u0628\u064a\u0642 \u0627\u0644\u062a\u062d\u0644\u064a\u0644\u0627\u062a \u0627\u0644\u062a\u0646\u0628\u0624\u064a\u0629 \u0644\u0645\u0646\u0639 \u0627\u0644\u062d\u0648\u0627\u062f\u062b \u0644\u062a\u0642\u0644\u064a\u0644 MTTR \u0648\u062a\u062d\u0633\u064a\u0646 \u0648\u0642\u062a \u0627\u062d\u062a\u0648\u0627\u0621 \u0627\u0644\u062d\u0648\u0627\u062f\u062b.<\/li>\n<\/ul>\n<h3>\u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 \u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u2014 \u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u062f\u0627\u0621 \u0627\u0644\u0642\u0646\u0648\u0627\u062a\u060c \u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u062f\u0631\u062f\u0634\u0629\u060c \u0648\u0642\u062a \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0627\u0644\u0647\u0627\u062a\u0641\u064a\u0629<\/h3>\n<p>\u0623\u0642\u0648\u0645 \u0628\u062a\u0642\u0633\u064a\u0645 \u0645\u0642\u0627\u064a\u064a\u0633 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0625\u0644\u0649 \u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u0642\u0646\u0627\u0629 \u062d\u062a\u0649 \u0623\u062a\u0645\u0643\u0646 \u0645\u0646 \u062a\u062d\u0633\u064a\u0646 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0628\u0631 \u0646\u0642\u0627\u0637 \u0627\u0644\u0627\u062a\u0635\u0627\u0644. \u062a\u0628\u0631\u0632 \u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u062f\u0627\u0621 \u0627\u0644\u0642\u0646\u0627\u0629 \u0627\u0644\u0623\u0645\u0627\u0643\u0646 \u0627\u0644\u062a\u064a \u064a\u0648\u0627\u062c\u0647 \u0641\u064a\u0647\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0635\u0639\u0648\u0628\u0627\u062a \u0648\u0623\u064a\u0646 \u064a\u0645\u0643\u0646 \u062a\u0637\u0628\u064a\u0642 \u062a\u062d\u0633\u064a\u0646\u0627\u062a \u0645\u0633\u062a\u0647\u062f\u0641\u0629.<\/p>\n<ul>\n<li><strong>\u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u062f\u0631\u062f\u0634\u0629:<\/strong> \u062a\u062a\u0628\u0639 \u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0648\u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0645\u0639 \u0631\u0628\u0637 \u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0628\u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0642\u0648\u0627\u0644\u0628 \u0627\u0644\u0631\u062f\u0648\u062f \u0648\u0631\u0648\u0627\u0628\u0637 \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629 \u0641\u064a \u0627\u0644\u0645\u062d\u0627\u062f\u062b\u0627\u062a\u061b \u0627\u0633\u062a\u062e\u062f\u0645 \u0646\u0635\u0648\u0635 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629 \u0644\u062a\u062d\u0633\u064a\u0646 \u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644. <a href=\"https:\/\/messengerbot.app\/ar\/%d9%86%d9%85%d8%a7%d8%b0%d8%ac-%d8%af%d8%b1%d8%af%d8%b4%d8%a9-%d9%85%d8%a8%d8%a7%d8%b4%d8%b1%d8%a9-%d9%86%d8%b5%d9%88%d8%b5-%d8%b9%d9%85%d9%84%d9%8a%d8%a9-%d9%82%d9%88%d8%a7%d9%84%d8%a8-%d9%88%d8%a3\/\">\u0646\u0635\u0648\u0635 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629 \u0644\u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644<\/a><\/li>\n<li><strong>\u0648\u0642\u062a \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a:<\/strong> \u0642\u064a\u0627\u0633 \u0648\u0642\u062a \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0648\u0648\u0642\u062a \u0627\u0644\u0627\u0639\u062a\u0631\u0627\u0641 \u0628\u0627\u0644\u062a\u0630\u0627\u0643\u0631 (MTTA)\u061b \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0642\u0648\u0627\u0644\u0628 \u0648\u062f\u0642\u0629 \u0627\u0644\u062a\u0648\u062c\u064a\u0647 \u0644\u062a\u0642\u0644\u064a\u0644 \u0648\u0642\u062a \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 \u0641\u064a \u0627\u0644\u0637\u0627\u0628\u0648\u0631 \u0648\u062a\u0648\u0632\u064a\u0639 \u0639\u0645\u0631 \u0627\u0644\u062a\u0630\u0627\u0643\u0631.<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0627\u0644\u0647\u0627\u062a\u0641\u064a\u0629:<\/strong> \u0645\u0631\u0627\u0642\u0628\u0629 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 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href=\"https:\/\/messengerbot.app\/ar\/%d8%ae%d8%af%d9%85%d8%a9-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d8%a7%d8%a1-%d8%a7%d9%84%d8%a2%d9%84%d9%8a%d8%a9-10-5-3-80-20-%d8%a7%d9%84%d8%a3%d9%85%d8%ab%d9%84%d8%a9-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d9%8a\/\">\u0645\u0639\u062f\u0644 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0641\u064a \u0645\u0643\u0627\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629<\/a><\/li>\n<\/ul>\n<p>\u0644\u062a\u0641\u0639\u064a\u0644 \u0647\u0630\u0647 \u0627\u0644\u0623\u0645\u062b\u0644\u0629\u060c \u0623\u0642\u0648\u0645 \u0628\u0631\u0628\u0637 \u0643\u0644 \u0645\u0642\u064a\u0627\u0633 \u0642\u0646\u0627\u0629 \u0628\u0645\u062d\u0641\u0632\u0627\u062a \u0627\u0644\u0639\u0645\u0644 (\u0645\u062b\u0644\u060c \u0639\u062a\u0628\u0627\u062a \u062a\u0623\u062b\u064a\u0631 \u062e\u0631\u0642 SLA\u060c \u062a\u0646\u0628\u064a\u0647\u0627\u062a \u0634\u0630\u0648\u0630 \u0627\u062a\u062c\u0627\u0647 \u0627\u0644\u062a\u0630\u0627\u0643\u0631) \u0648\u0623\u062f\u0631\u062c\u0647\u0627 \u0641\u064a \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0644\u0648\u062d\u0629 \u0627\u0644\u062a\u062d\u0643\u0645 \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u062d\u0642\u064a\u0642\u064a \u062d\u062a\u0649 \u0623\u062a\u0645\u0643\u0646 \u0645\u0646 \u062d\u0645\u0627\u064a\u0629 CSAT \u0648 NPS \u0645\u0639 \u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u062a\u0630\u0643\u0631\u0629 \u0648\u062a\u062d\u0633\u064a\u0646 \u062f\u0642\u0629 \u0627\u0644\u062a\u0648\u0642\u0639\u0627\u062a \u0644\u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631.<\/p>\n<h2>\u0645\u0627 \u0647\u064a \u0645\u0642\u0627\u064a\u064a\u0633 KPI \u0644\u0642\u0633\u0645 \u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 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\u0627\u0644\u0623\u0639\u0645\u0627\u0644. \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0627\u0644\u0623\u0633\u0627\u0633\u064a\u0629 \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 - \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0640 SLA\u060c \u0648\u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 (MTTR\/MTTRR)\u060c \u0648\u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0627\u0639\u062a\u0631\u0627\u0641 (MTTA)\u060c \u0648\u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 \u0648\u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u062a\u0630\u0643\u0631\u0629 - \u062a\u062c\u0644\u0633 \u0628\u062c\u0627\u0646\u0628 \u0645\u0642\u0627\u064a\u064a\u0633 \u062f\u0639\u0645 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\u0627\u0644\u062e\u062f\u0645\u0629\u060c \u0648\u062f\u0631\u062c\u0629 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u062f\u0639\u0645 \u0628\u064a\u0646\u0645\u0627 \u0623\u0645\u062f \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0644\u0648\u062d\u0629 \u0627\u0644\u062a\u062d\u0643\u0645 \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u062d\u0642\u064a\u0642\u064a \u0628\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0633\u062a\u0645\u0631.<\/p>\n<h3>\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\u0645\u0633\u0627\u0639\u062f\u0629: \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0640 SLA\u060c \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0640 SLA \u0644\u0644\u062d\u0644\u060c SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u062d\u0633\u0628 \u0623\u0648\u0644\u0648\u064a\u0629 \u0627\u0644\u062a\u0630\u0627\u0643\u0631\u060c \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u062a\u0630\u0643\u0631\u0629<\/h3>\n<ul>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0640 SLA:<\/strong> \u0623\u0642\u064a\u0633 (\u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0636\u0645\u0646 SLA \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u062a\u0630\u0627\u0643\u0631) \u00d7 100\u060c \u0645\u0642\u0633\u0645\u0629 \u062d\u0633\u0628 \u062f\u0642\u0629 \u062a\u0635\u0646\u064a\u0641 \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0629 \u0648\u0627\u0644\u0642\u0646\u0627\u0629\u060c \u0648\u0623\u0628\u0644\u063a \u0639\u0646 \u062a\u0623\u062b\u064a\u0631 \u062e\u0631\u0642 SLA \u0648\u0623\u0633\u0628\u0627\u0628 \u062e\u0631\u0642 \u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629.<\/li>\n<li><strong>\u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0640 SLA \u0627\u0644\u062d\u0644 \u0648\u0623\u0648\u0644\u0648\u064a\u0629 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u062a\u0630\u0627\u0643\u0631:<\/strong> \u0623\u062a\u0627\u0628\u0639 \u0623\u0648\u0642\u0627\u062a \u0627\u0644\u062d\u0644 \u062d\u0633\u0628 \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0629 \u0644\u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0640 SLA \u0627\u0644\u062d\u0644 \u0648\u0623\u062f\u0627\u0621 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0623\u0648\u0644\u0648\u064a\u0629 \u0627\u0644\u062a\u0630\u0627\u0643\u0631\u060c \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0648\u0642\u062a \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0639\u062f\u0644 \u0625\u0639\u0627\u062f\u0629 \u062a\u0639\u064a\u064a\u0646 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0643\u0645\u0624\u0634\u0631\u0627\u062a \u0631\u0627\u0626\u062f\u0629.<\/li>\n<li><strong>\u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u062a\u0630\u0643\u0631\u0629 \u0648\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062f\u0639\u0645 \u0644\u0643\u0644 \u0645\u0633\u062a\u062e\u062f\u0645:<\/strong> \u0623\u062d\u0633\u0628 \u0625\u062c\u0645\u0627\u0644\u064a \u0625\u0646\u0641\u0627\u0642 \u0627\u0644\u062f\u0639\u0645 \u00f7 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 (\u0623\u0648 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646) \u0644\u062a\u062d\u062f\u064a\u062f \u0639\u0627\u0626\u062f \u0627\u0644\u0627\u0633\u062a\u062b\u0645\u0627\u0631 \u0645\u0646 \u0623\u062f\u0648\u0627\u062a \u0627\u0644\u062f\u0639\u0645\u060c \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0648\u0648\u0642\u0648\u0639 \u0639\u0642\u0648\u0628\u0627\u062a SLA\u060c \u0648\u0644\u0625\u0628\u0644\u0627\u063a \u0645\u0642\u0627\u064a\u064a\u0633 \u062a\u062d\u0644\u064a\u0644 \u062a\u0623\u062b\u064a\u0631 \u0627\u0644\u0623\u0639\u0645\u0627\u0644.<\/li>\n<li><strong>\u0627\u0644\u0631\u0648\u0627\u0628\u0637 \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629:<\/strong> \u0623\u0642\u0648\u0645 \u0628\u0645\u062d\u0627\u0630\u0627\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 (\u0645\u0639\u062f\u0644 \u0634\u063a\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0627\u0644\u062a\u0632\u0627\u0645 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0628\u0627\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a) \u0648\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT) \u0645\u0639 \u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0644\u062a\u062c\u0646\u0628 \u0627\u0644\u0645\u0642\u0627\u064a\u0636\u0629 \u0628\u064a\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0648\u0627\u0644\u0633\u0631\u0639\u0629\u061b \u0627\u0646\u0638\u0631 \u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u062f\u0627\u0621 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0627\u0644\u0642\u0648\u0627\u0644\u0628 \u0648\u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631.<\/li>\n<li><strong>\u0648\u062a\u064a\u0631\u0629 \u0627\u0644\u062a\u0642\u0627\u0631\u064a\u0631:<\/strong> \u064a\u062a\u0636\u0645\u0646 \u0643\u0644 KPI \u0635\u064a\u063a\u0629\u060c \u0645\u0627\u0644\u0643\u060c \u0646\u0637\u0627\u0642 \u0645\u0633\u062a\u0647\u062f\u0641 \u0648\u062a\u0643\u0631\u0627\u0631 \u062a\u0642\u0627\u0631\u064a\u0631 \u0642\u0627\u0628\u0644 \u0644\u0644\u062a\u062e\u0635\u064a\u0635 \u062d\u062a\u0649 \u0623\u062a\u0645\u0643\u0646 \u0645\u0646 \u062a\u062d\u0641\u064a\u0632 \u0627\u0644\u0625\u062c\u0631\u0627\u0621 (\u062a\u0646\u0628\u064a\u0647\u0627\u062a \u0634\u0630\u0648\u0630 \u0627\u062a\u062c\u0627\u0647 \u0627\u0644\u062a\u0630\u0627\u0643\u0631\u060c \u0625\u0634\u0639\u0627\u0631\u0627\u062a \u062e\u0631\u0642 SLA) \u0645\u0646 \u0644\u0648\u062d\u0629 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/messengerbot.app\/ar\/%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%81%d8%b1%d9%8a%d9%82-%d8%ae%d8%af%d9%85%d8%a9-%d8%a7%d9%84%d8%b9\/\">\u0625\u0631\u0634\u0627\u062f\u0627\u062a KPIs \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629<\/a> \u0648\u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u0648\u0643\u064a\u0644 <a href=\"https:\/\/messengerbot.app\/ar\/%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%d9%85%d8%ab%d9%84%d9%8a-%d8%ae%d8%af%d9%85%d8%a9-%d8%a7%d9%84\/\">\u0646\u0645\u0648\u0630\u062c KPI \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0647\u064a \u0646\u0642\u0627\u0637 \u0627\u0646\u0637\u0644\u0627\u0642 \u0639\u0645\u0644\u064a\u0629 \u0644\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0644\u0647\u0630\u0647 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629.<\/p>\n<h3>\u0645\u0642\u0627\u064a\u064a\u0633 \u062f\u0639\u0645 \u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0644\u0644\u062a\u062e\u0637\u064a\u0637 \u0627\u0644\u0633\u0639\u0648\u064a \u2014 \u0646\u0633\u0628\u0629 \u0648\u0642\u062a \u062a\u0634\u063a\u064a\u0644 \u0627\u0644\u0646\u0638\u0627\u0645\u060c \u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062a\u0648\u0627\u0641\u0631\u060c \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u062a\u062e\u0637\u064a\u0637 \u0627\u0644\u0633\u0639\u0648\u064a\u060c \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062f\u0639\u0645 \u0644\u0643\u0644 \u0645\u0633\u062a\u062e\u062f\u0645<\/h3>\n<ul>\n<li><strong>\u0646\u0633\u0628\u0629 \u0648\u0642\u062a \u062a\u0634\u063a\u064a\u0644 \u0627\u0644\u0646\u0638\u0627\u0645 \u0648\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062a\u0648\u0627\u0641\u0631:<\/strong> \u0623\u0631\u0627\u0642\u0628 \u0648\u0642\u062a \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u060c \u0648\u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0628\u064a\u0646 \u0627\u0644\u0641\u0634\u0644 (MTBF) \u0648\u0648\u0642\u062a \u0627\u062d\u062a\u0648\u0627\u0621 \u0627\u0644\u062d\u0648\u0627\u062f\u062b \u0644\u062d\u0645\u0627\u064a\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062a\u0648\u0627\u0641\u0631 \u0648\u062a\u0642\u0644\u064a\u0644 \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062a\u0648\u0642\u0641.<\/li>\n<li><strong>\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u062a\u062e\u0637\u064a\u0637 \u0627\u0644\u0633\u0639\u0648\u064a \u0648\u062f\u0642\u0629 \u0627\u0644\u062a\u0648\u0642\u0639\u0627\u062a \u0644\u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631:<\/strong> \u0623\u0633\u062a\u062e\u062f\u0645 \u0627\u062a\u062c\u0627\u0647\u0627\u062a \u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631\u060c \u0648\u0627\u0644\u062a\u0642\u0644\u0628\u0627\u062a \u0627\u0644\u0645\u0648\u0633\u0645\u064a\u0629 \u0644\u0644\u062a\u0630\u0627\u0643\u0631\u060c \u0648\u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0644\u0643\u0644 1000 \u0645\u0633\u062a\u062e\u062f\u0645 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\u0627\u0644\u0646\u0638\u0627\u0645).<\/p>\n<p>\u0643\u064a\u0641 \u0623\u0642\u064a\u0633 \u0627\u0644\u0639\u0627\u0626\u062f \u0639\u0644\u0649 \u0627\u0644\u0627\u0633\u062a\u062b\u0645\u0627\u0631: \u0627\u062d\u0633\u0628 \u0627\u0644\u0639\u0627\u0626\u062f \u0639\u0644\u0649 \u0627\u0644\u0627\u0633\u062a\u062b\u0645\u0627\u0631 \u0644\u0623\u062f\u0648\u0627\u062a \u0627\u0644\u062f\u0639\u0645 \u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u062d\u062f\u064a\u062f \u062a\u062e\u0641\u064a\u0636 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 (\u062a\u062e\u0641\u064a\u0636 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a\/\u0627\u0644\u0623\u062a\u0645\u062a\u0629\u060c \u0645\u0639\u062f\u0644 \u062a\u062e\u0641\u064a\u0636 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0622\u0644\u064a\u0629\u060c \u0645\u0639\u062f\u0644 \u0639\u0631\u0636 \u0645\u0642\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629 \u0625\u0644\u0649 \u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644)\u060c \u0627\u0644\u0642\u064a\u0627\u0633 \u0627\u0644\u0645\u0644\u0645\u0648\u0633 \u0641\u064a \u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u062a\u0630\u0643\u0631\u0629\u060c \u0648\u0627\u0644\u062a\u062d\u0633\u064a\u0646\u0627\u062a \u0641\u064a \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 (SLA) \u0648\u0646\u0642\u0627\u0637 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT). \u0627\u0631\u0628\u0637 \u0627\u0644\u0627\u0633\u062a\u062b\u0645\u0627\u0631\u0627\u062a \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0648\u062f\u0631\u062c\u0629 \u0646\u0636\u062c \u0627\u0644\u062f\u0639\u0645 \u062d\u062a\u0649 \u064a\u062a\u0645\u0643\u0646 \u0642\u0627\u062f\u0629 \u0627\u0644\u0623\u0639\u0645\u0627\u0644 \u0645\u0646 \u0645\u0642\u0627\u0631\u0646\u0629 \u0645\u0639\u062f\u0644 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0645\u0642\u0627\u0628\u0644 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0648\u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0627\u0644\u0645\u062a\u0642\u0627\u0637\u0639. \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0643\u062a\u064a\u0628\u0627\u062a \u0623\u062a\u0645\u062a\u0629 \u0639\u0645\u0644\u064a\u0629 \u0639\u0645\u0644\u064a\u0629 \u0648\u062a\u0648\u0642\u0639\u0627\u062a \u0645\u0639\u062f\u0644 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0627\u0644\u0645\u0631\u062c\u0639\u064a\u0629\u060c \u0623\u0633\u062a\u0646\u062f \u0625\u0644\u0649 \u0625\u0631\u0634\u0627\u062f\u0627\u062a \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0622\u0644\u064a \u0648\u0645\u0648\u0627\u0631\u062f \u062f\u0639\u0645 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0628\u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a.<\/p>\n<p>\u062e\u0637\u0648\u0627\u062a \u0627\u0644\u062a\u0646\u0641\u064a\u0630 \u0627\u0644\u062a\u064a \u0623\u0648\u0635\u064a \u0628\u0647\u0627:<\/p>\n<ul>\n<li>\u062d\u062f\u062f \u0627\u0644\u062a\u0643\u0631\u0627\u0631: \u0644\u0648\u062d\u0627\u062a \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0623\u0633\u0628\u0648\u0639\u064a\u0629\u060c \u0645\u0631\u0627\u062c\u0639\u0627\u062a \u062c\u0630\u0631\u064a\u0629 \u0634\u0647\u0631\u064a\u0629\u060c \u0648\u0645\u0639\u0627\u064a\u064a\u0631 \u0623\u062f\u0627\u0621 \u0631\u0628\u0639 \u0633\u0646\u0648\u064a\u0629 \u0645\u0642\u0627\u0631\u0646\u0629 \u0628\u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0635\u0646\u0627\u0639\u0629 (HDI\u060c \u0625\u0631\u0634\u0627\u062f\u0627\u062a ITIL).<\/li>\n<li>\u062d\u062f\u062f \u0627\u0644\u0645\u062d\u0641\u0632\u0627\u062a: \u062e\u0631\u0642 SLA &gt; X% \u064a\u0641\u062a\u062d \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0633\u0631\u064a\u0639\u0629\u061b \u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0648\u0627\u062f\u062b \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 &gt; Y% \u064a\u0646\u0634\u0626 \u0633\u062c\u0644 \u0645\u0634\u0643\u0644\u0629 \u0648\u062a\u062e\u0635\u064a\u0635 \u0645\u0648\u0627\u0631\u062f \u0644\u0644\u062a\u0635\u062d\u064a\u062d.<\/li>\n<li>\u0642\u064a\u0627\u0633 \u062a\u0623\u062b\u064a\u0631 \u0627\u0644\u062a\u062f\u0631\u064a\u0628: \u0631\u0628\u0637 \u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0644\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0648\u0648\u0642\u062a \u0627\u0644\u0648\u0635\u0648\u0644 \u0625\u0644\u0649 \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0628\u0645\u0642\u0627\u064a\u064a\u0633 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0648\u0645\u0639\u062f\u0644 \u062f\u0648\u0631\u0627\u0646 \u0627\u0644\u062f\u0639\u0645.<\/li>\n<li>\u062a\u062d\u0642\u0642 \u0645\u0646 \u0639\u0627\u0626\u062f \u0627\u0644\u0627\u0633\u062a\u062b\u0645\u0627\u0631 \u0644\u0644\u0623\u062f\u0648\u0627\u062a: \u0642\u0645 \u0628\u062a\u0634\u063a\u064a\u0644 \u062a\u062c\u0627\u0631\u0628 A\/B \u0644\u062a\u062f\u0641\u0642\u0627\u062a \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0648\u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0622\u0644\u064a\u0629\u060c \u0642\u064a\u0627\u0633 \u0645\u0639\u062f\u0644 \u0627\u0646\u062d\u0631\u0627\u0641 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0648\u062a\u0642\u0644\u064a\u0644 \u0627\u062a\u062c\u0627\u0647\u0627\u062a \u062d\u062c\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631\u060c \u062b\u0645 \u0642\u0645 \u0628\u062a\u0648\u0633\u064a\u0639 \u0627\u0644\u062a\u062f\u0641\u0642\u0627\u062a \u0627\u0644\u0646\u0627\u062c\u062d\u0629.<\/li>\n<\/ul>\n<p>\u0644\u0644\u062a\u0646\u0641\u064a\u0630 \u0627\u0644\u0639\u0645\u0644\u064a\u060c \u0623\u0633\u062a\u062e\u062f\u0645 \u0623\u0641\u0636\u0644 \u0627\u0644\u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0644\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u062d\u064a\u0629 \u0648\u0643\u062a\u064a\u0628\u0627\u062a \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0644\u062a\u0642\u0644\u064a\u0644 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT) \u062f\u0648\u0646 \u0627\u0644\u0625\u0636\u0631\u0627\u0631 \u0628\u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u061b \u0627\u0646\u0638\u0631 \u0625\u0644\u0649 <a href=\"https:\/\/messengerbot.app\/ar\/%d8%a3%d9%81%d8%b6%d9%84-%d9%85%d9%85%d8%a7%d8%b1%d8%b3%d8%a7%d8%aa-%d8%a7%d9%84%d8%af%d8%b1%d8%af%d8%b4%d8%a9-%d8%a7%d9%84%d9%85%d8%a8%d8%a7%d8%b4%d8%b1%d8%a9-%d9%88%d8%a2%d8%af%d8%a7%d8%a8%d9%87\/\">\u0623\u0641\u0636\u0644 \u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629<\/a>, <a href=\"https:\/\/messengerbot.app\/ar\/%d8%af%d8%b9%d9%85-%d8%a7%d9%84%d8%af%d8%b1%d8%af%d8%b4%d8%a9-%d8%a8%d8%a7%d9%84%d8%b0%d9%83%d8%a7%d8%a1-%d8%a7%d9%84%d8%a7%d8%b5%d8%b7%d9%86%d8%a7%d8%b9%d9%8a-%d9%83%d9%8a%d9%81%d9%8a%d8%a9-%d8%b9\/\">\u062f\u0639\u0645 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0628\u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a<\/a> \u0627\u0644\u0645\u0648\u0627\u0631\u062f \u0648\u0643\u062a\u064a\u0628 \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0622\u0644\u064a (<a href=\"https:\/\/messengerbot.app\/ar\/%d8%ae%d8%af%d9%85%d8%a9-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d8%a7%d8%a1-%d8%a7%d9%84%d8%a2%d9%84%d9%8a%d8%a9-10-5-3-80-20-%d8%a7%d9%84%d8%a3%d9%85%d8%ab%d9%84%d8%a9-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d9%8a\/\">\u0645\u0639\u062f\u0644 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0641\u064a \u0645\u0643\u0627\u062a\u0628 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629<\/a>) \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0642\u0648\u0627\u0644\u0628 \u0648\u062a\u0635\u0627\u0645\u064a\u0645 \u0627\u062e\u062a\u0628\u0627\u0631.<\/p>\n<p>\u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u062e\u0627\u0631\u062c\u064a\u0629: \u0623\u0648\u0627\u0641\u0642 \u0627\u0644\u062a\u0642\u0627\u0631\u064a\u0631 \u0645\u0639 \u0645\u0639\u0627\u064a\u064a\u0631 ITSM \u0648\u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0645\u0646 ServiceNow \u0648HDI \u0648\u0625\u0631\u0634\u0627\u062f\u0627\u062a ITIL\/AXELOS \u0628\u062d\u064a\u062b \u062a\u0639\u0643\u0633 \u0628\u0637\u0627\u0642\u0627\u062a \u0627\u0644\u062f\u0631\u062c\u0627\u062a \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u064a \u0627\u0644\u062a\u0639\u0631\u064a\u0641\u0627\u062a \u0627\u0644\u0645\u0642\u0628\u0648\u0644\u0629 \u0648\u062a\u0648\u0642\u0639\u0627\u062a SLA (<a href=\"https:\/\/servicenow.com\" target=\"_blank\" rel=\"noopener\">ServiceNow<\/a>, <a href=\"https:\/\/thinkhdi.com\" target=\"_blank\" rel=\"noopener\">\u0645\u0624\u0634\u0631 \u0627\u0644\u062a\u0646\u0645\u064a\u0629 \u0627\u0644\u0628\u0634\u0631\u064a\u0629<\/a>, <a href=\"https:\/\/axelos.com\" target=\"_blank\" rel=\"noopener\">AXELOS<\/a>). \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u062d\u062a\u0648\u0649 \u0645\u062f\u0639\u0648\u0645 \u0628\u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a \u0648\u0645\u0633\u0627\u0639\u062f\u0629 \u0645\u062a\u0639\u062f\u062f\u0629 \u0627\u0644\u0644\u063a\u0627\u062a \u0641\u064a \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629 \u0648\u062a\u062f\u0641\u0642\u0627\u062a \u0627\u0644\u0623\u062a\u0645\u062a\u0629\u060c \u0623\u0633\u062a\u0646\u062f \u0625\u0644\u0649 Brain Pod AI \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0642\u062f\u0631\u0627\u062a \u062a\u0648\u0644\u064a\u062f \u0645\u062a\u0642\u062f\u0645\u0629 \u062a\u062d\u0633\u0646 \u0641\u0639\u0627\u0644\u064a\u0629 \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629 \u0648\u0645\u0639\u062f\u0644 \u0627\u0639\u062a\u0645\u0627\u062f \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629 (<a href=\"https:\/\/brainpod.ai\" target=\"_blank\" rel=\"noopener\">Brain Pod AI<\/a>).<\/p>\n<span class=\"et_bloom_bottom_trigger\"><\/span>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ar\/it-help-desk-metrics-that-matter-a-practical-guide-to-service-desk-performance-5-key-cx-kpis-mttr-fcr-sla-compliance-template\/\" data-essbisPostTitle=\"IT Help Desk Metrics That Matter: A Practical Guide to Service Desk Performance, 5 Key CX KPIs, MTTR, FCR, SLA Compliance + Template\" data-essbisHoverContainer=\"\"><p>Key Takeaways Track core it help desk metrics\u2014MTTA, mean time to respond (MTTR), mean time to resolve (MTTRR) and incident lifecycle time\u2014to turn firefighting into predictable improvement. Use a standardized it help desk metrics template with definitions, formulas, owners and reporting cadence to align help desk KPIs across teams. Prioritize five CX metrics\u2014CSAT, NPS, CES, [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":260435,"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-260436","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\/260436","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=260436"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/posts\/260436\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/media\/260435"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/media?parent=260436"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/categories?post=260436"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/tags?post=260436"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}