{"id":257156,"date":"2025-09-15T07:19:35","date_gmt":"2025-09-15T14:19:35","guid":{"rendered":"https:\/\/messengerbot.app\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/"},"modified":"2025-09-15T07:19:35","modified_gmt":"2025-09-15T14:19:35","slug":"it-%e6%94%af%e6%8f%b4%e7%9a%84%e9%97%9c%e9%8d%b5%e7%b8%be%e6%95%88%e6%8c%87%e6%a8%99%ef%bc%8c%e8%a1%a1%e9%87%8f%e6%88%90%e5%8a%9f%e4%b8%a6%e6%8e%a8%e5%8b%95%e6%8a%80%e8%a1%93%e6%94%af%e6%8f%b4","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/zh_tw\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/","title":{"rendered":"IT \u652f\u63f4\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff1a\u8861\u91cf\u6210\u529f\u4e26\u63a8\u52d5\u6280\u8853\u652f\u63f4\u5718\u968a\u7684\u6539\u9032"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/zh_tw\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/\" data-essbisposttitle=\"Essential KPIs for IT Support: Measuring Success and Driving Improvement in Technical Support Teams\" data-essbishovercontainer=\"\"><div class=\"key-takeaways-box\">\n<h2>\u95dc\u9375\u8981\u9ede<\/h2>\n<ul>\n<li>\u7406\u89e3\u57fa\u672c\u8981\u7d20 <strong>IT \u652f\u63f4\u7684 KPI<\/strong> \u5c0d\u65bc\u63d0\u5347\u7e3e\u6548\u548c\u63a8\u52d5\u6539\u9032\u81f3\u95dc\u91cd\u8981\u3002<\/li>\n<li>\u95dc\u9375\u6307\u6a19\u5982 <strong>\u9996\u6b21\u901a\u8a71\u89e3\u6c7a\u7387 (FCR)<\/strong> \u548c <strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206 (CSAT)<\/strong> \u986f\u8457\u5f71\u97ff\u7528\u6236\u6eff\u610f\u5ea6\u3002<\/li>\n<li>\u76e3\u63a7 <strong>\u5de5\u55ae\u89e3\u6c7a\u6642\u9593<\/strong> \u548c <strong>\u7db2\u7d61\u6b63\u5e38\u904b\u884c\u6642\u9593<\/strong> \u6709\u52a9\u65bc\u78ba\u4fdd\u904b\u71df\u6548\u7387\u548c\u53ef\u9760\u6027\u3002<\/li>\n<li>\u5be6\u65bd <strong>IT \u652f\u63f4\u7684 KPI \u7bc4\u4f8b<\/strong> \u53ef\u4ee5\u6307\u5c0e\u4eba\u54e1\u914d\u7f6e\u6c7a\u7b56\u4e26\u6539\u5584\u8cc7\u6e90\u5206\u914d\u3002<\/li>\n<li>\u5b9a\u671f\u5206\u6790 KPI \u4fc3\u9032\u4e86 IT \u652f\u63f4\u5718\u968a\u7684\u554f\u8cac\u6587\u5316\u548c\u6301\u7e8c\u6539\u9032\u3002<\/li>\n<\/ul>\n<\/div>\n<p>\u5728\u7576\u4eca\u5feb\u901f\u8b8a\u5316\u7684\u6578\u4f4d\u74b0\u5883\u4e2d\uff0c\u4e86\u89e3 <strong>IT \u652f\u63f4\u7684 KPI<\/strong> \u5c0d\u65bc\u8861\u91cf\u6210\u529f\u548c\u63a8\u52d5\u6280\u8853\u652f\u63f4\u5718\u968a\u7684\u6301\u7e8c\u6539\u9032\u81f3\u95dc\u91cd\u8981\u3002\u672c\u6587\u5c07\u6df1\u5165\u63a2\u8a0e\u95dc\u9375\u7684 <strong>IT \u652f\u63f4\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19<\/strong>\uff0c\u63d0\u4f9b\u6709\u6548\u6307\u6a19\u7684\u69cb\u6210\u53ca\u5176\u5728\u5be6\u969b\u60c5\u5883\u4e2d\u7684\u61c9\u7528\u7684\u898b\u89e3\u3002\u6211\u5011\u5c07\u63a2\u8a0e\u5404\u7a2e\u65b9\u9762\uff0c\u5305\u62ec <strong>IT \u652f\u63f4\u5c08\u54e1<\/strong>\u7684\u89d2\u8272\u548c\u8cac\u4efb\uff0c\u4ee5\u53ca\u5be6\u7528\u7684 <strong>IT \u652f\u63f4\u7684 KPI \u7bc4\u4f8b<\/strong>, \u4ee5\u53ca\u8ffd\u8e64\u7684\u91cd\u8981\u6027 <strong>\u652f\u63f4\u7968\u8b49\u7684 KPI<\/strong> \u548c <strong>\u652f\u63f4\u5c08\u6848\u7684 KPI<\/strong>. \u6b64\u5916\uff0c\u6211\u5011\u5c07\u8a0e\u8ad6\u5982\u4f55\u8861\u91cf\u4f5c\u70ba\u6280\u8853\u652f\u63f4\u5c08\u5bb6\u7684\u6210\u529f\uff0c\u4ee5\u53ca KPI \u5728\u589e\u5f37\u5ba2\u6236\u4e92\u52d5\u4e2d\u7684\u91cd\u8981\u6027\uff0c\u7279\u5225\u662f\u5728\u804a\u5929\u652f\u63f4\u548c\u61c9\u7528\u652f\u63f4\u5718\u968a\u4e2d\u3002\u5230\u672c\u6587\u7d50\u675f\u6642\uff0c\u60a8\u5c07\u5c0d <strong>\u652f\u63f4\u5de5\u4f5c\u8005\u7684 KPI<\/strong> \u4ee5\u53ca\u5982\u4f55\u6709\u6548\u5be6\u65bd\u9019\u4e9b\u6307\u6a19\u4ee5\u63d0\u5347\u60a8\u7684 IT \u652f\u63f4\u904b\u4f5c\u6709\u5168\u9762\u7684\u4e86\u89e3\u3002<\/p>\n<h1>IT \u90e8\u9580\u7684\u826f\u597d KPI \u662f\u4ec0\u9ebc\uff1f<\/h1>\n<h2>IT \u652f\u63f4\u5b98\u7684 KPI\uff1a\u7406\u89e3\u89d2\u8272\u548c\u8cac\u4efb<\/h2>\n<p>IT \u90e8\u9580\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19 (KPI) \u5c0d\u65bc\u8861\u91cf IT \u652f\u63f4\u5b98\u7684\u6709\u6548\u6027\u548c\u6548\u7387\u81f3\u95dc\u91cd\u8981\u3002\u9019\u4e9b\u6307\u6a19\u6709\u52a9\u65bc\u4e86\u89e3 IT \u5718\u968a\u5728\u591a\u5927\u7a0b\u5ea6\u4e0a\u6eff\u8db3\u7d44\u7e54\u76ee\u6a19\u548c\u7528\u6236\u9700\u6c42\u3002\u4ee5\u4e0b\u662f\u6bcf\u4f4d IT \u652f\u63f4\u5b98\u61c9\u8a72\u5c08\u6ce8\u7684\u4e00\u4e9b\u95dc\u9375 KPI\uff1a<\/p>\n<ol>\n<li><strong>\u5de5\u55ae\u89e3\u6c7a\u6642\u9593<\/strong>: \u8861\u91cf\u89e3\u6c7a IT \u652f\u63f4\u7968\u8b49\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u8f03\u4f4e\u7684\u89e3\u6c7a\u6642\u9593\u8868\u793a\u6709\u6548\u7684\u554f\u984c\u89e3\u6c7a\u548c\u8cc7\u6e90\u5206\u914d\u3002\u6839\u64da\u4e00\u9805\u7814\u7a76\uff0c <a href=\"https:\/\/www.thinkhdi.com\" target=\"_blank\" rel=\"noopener\">HDI<\/a>, \u64c1\u6709\u6709\u6548\u7968\u52d9\u89e3\u6c7a\u6d41\u7a0b\u7684\u7d44\u7e54\u53ef\u4ee5\u986f\u8457\u63d0\u9ad8\u5ba2\u6236\u6eff\u610f\u5ea6\u3002<\/li>\n<li><strong>\u9996\u6b21\u901a\u8a71\u89e3\u6c7a\u7387 (FCR)<\/strong>: \u6b64 KPI \u8ffd\u8e64\u9996\u6b21\u806f\u7e6b\u89e3\u6c7a\u7684\u652f\u6301\u554f\u984c\u767e\u5206\u6bd4\u3002\u9ad8\u9996\u6b21\u806f\u7e6b\u89e3\u6c7a\u7387\u8207\u63d0\u9ad8\u5ba2\u6236\u6eff\u610f\u5ea6\u548c\u964d\u4f4e\u904b\u71df\u6210\u672c\u76f8\u95dc\u806f\u3002\u4f86\u81ea <a href=\"https:\/\/www.servicedeskinstitute.com\" target=\"_blank\" rel=\"noopener\">\u670d\u52d9\u53f0\u5354\u6703<\/a> \u7684\u7814\u7a76\u8868\u660e\uff0c\u9996\u6b21\u806f\u7e6b\u89e3\u6c7a\u7387\u8d85\u904e 70% \u7684\u7d44\u7e54\u8207\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u4e4b\u9593\u5b58\u5728\u76f4\u63a5\u95dc\u806f\u3002<\/li>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6 (CSAT)<\/strong>: \u6b64\u6307\u6a19\u8861\u91cf\u7528\u6236\u5c0d IT \u670d\u52d9\u7684\u6eff\u610f\u5ea6\uff0c\u901a\u5e38\u901a\u904e\u8abf\u67e5\u9032\u884c\u8a55\u4f30\u3002CSAT \u5206\u6578\u9ad8\u65bc 80% \u88ab\u8996\u70ba\u512a\u79c0\uff0c\u53cd\u6620\u4e86 IT \u90e8\u9580\u6709\u6548\u6eff\u8db3\u7528\u6236\u9700\u6c42\u7684\u80fd\u529b\u3002 <a href=\"https:\/\/www.theacsi.org\" target=\"_blank\" rel=\"noopener\">\u7f8e\u570b\u5ba2\u6236\u6eff\u610f\u5ea6\u6307\u6578 (ACSI)<\/a> \u5f37\u8abf\u9ad8 CSAT \u5206\u6578\u53ef\u4ee5\u63d0\u9ad8\u751f\u7522\u529b\u548c\u54e1\u5de5\u58eb\u6c23\u3002<\/li>\n<li><strong>\u7db2\u7d61\u6b63\u5e38\u904b\u884c\u6642\u9593<\/strong>: \u6b64 KPI \u6e2c\u91cf\u7db2\u7d61\u904b\u884c\u548c\u53ef\u7528\u65bc\u7528\u6236\u7684\u6642\u9593\u767e\u5206\u6bd4\u3002\u884c\u696d\u6a19\u6e96\u662f\u8ffd\u6c42 99.9% \u7684\u6b63\u5e38\u904b\u884c\u6642\u9593\uff0c\u56e0\u70ba\u505c\u6a5f\u6703\u5c0e\u81f4\u986f\u8457\u7684\u751f\u7522\u529b\u640d\u5931\u3002\u6839\u64da <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">Gartner<\/a>, \u505c\u6a5f\u6210\u672c\u6bcf\u5206\u9418\u53ef\u9054\u6578\u5343\u7f8e\u5143\uff0c\u5f37\u8abf\u4e86\u9019\u500b\u6307\u6a19\u7684\u91cd\u8981\u6027\u3002<\/li>\n<li><strong>\u7db2\u7d61\u5ef6\u9072<\/strong>: \u9019\u8861\u91cf\u4e86\u6578\u64da\u5728\u7db2\u7d61\u4e2d\u50b3\u8f38\u6240\u9700\u7684\u6642\u9593\u3002\u8f03\u4f4e\u7684\u5ef6\u9072\u5c0d\u65bc\u7dad\u6301\u61c9\u7528\u6027\u80fd\u81f3\u95dc\u91cd\u8981\uff0c\u7279\u5225\u662f\u5c0d\u65bc\u57fa\u65bc\u96f2\u7684\u670d\u52d9\u3002\u4e00\u4efd\u4f86\u81ea <a href=\"https:\/\/www.cisco.com\" target=\"_blank\" rel=\"noopener\">\u601d\u79d1<\/a> \u7684\u5831\u544a\u986f\u793a\uff0c\u964d\u4f4e\u5ef6\u9072\u53ef\u4ee5\u63d0\u5347\u7528\u6236\u9ad4\u9a57\u548c\u904b\u71df\u6548\u7387\u3002<\/li>\n<\/ol>\n<h2>IT \u652f\u6301\u7684 KPI \u7bc4\u4f8b\uff1a\u5be6\u969b\u61c9\u7528<\/h2>\n<p>\u5be6\u65bd IT \u652f\u6301\u7684 KPI \u4e0d\u50c5\u6709\u52a9\u65bc\u8ddf\u8e2a\u6027\u80fd\uff0c\u9084\u63d0\u4f9b\u4e86\u53ef\u884c\u7684\u6539\u9032\u898b\u89e3\u3002\u4ee5\u4e0b\u662f IT \u652f\u6301\u4e2d KPI \u7684\u4e00\u4e9b\u5be6\u969b\u61c9\u7528\uff1a<\/p>\n<ul>\n<li><strong>\u652f\u63f4\u7968\u8b49\u7684 KPI<\/strong>: \u5728\u7279\u5b9a\u6642\u9593\u5167\u8ddf\u8e2a\u89e3\u6c7a\u7684\u652f\u6301\u7968\u6578\u53ef\u4ee5\u5e6b\u52a9\u8b58\u5225\u8da8\u52e2\u548c\u652f\u6301\u8acb\u6c42\u7684\u9ad8\u5cf0\u6642\u6bb5\u3002\u9019\u4e9b\u6578\u64da\u53ef\u4ee5\u70ba\u4eba\u54e1\u914d\u7f6e\u6c7a\u7b56\u63d0\u4f9b\u4fe1\u606f\uff0c\u4e26\u6539\u5584\u8cc7\u6e90\u5206\u914d\u3002<\/li>\n<li><strong>\u652f\u63f4\u5c08\u6848\u7684 KPI<\/strong>: \u901a\u904e KPI \u6e2c\u91cf IT \u652f\u6301\u9805\u76ee\u7684\u6210\u529f\uff0c\u4f8b\u5982\u9805\u76ee\u5b8c\u6210\u6642\u9593\u548c\u7528\u6236\u53cd\u994b\uff0c\u53ef\u4ee5\u589e\u5f37\u9805\u76ee\u7ba1\u7406\u5be6\u8e10\u3002\u901a\u904e\u5206\u6790\u9019\u4e9b\u6307\u6a19\uff0cIT \u90e8\u9580\u53ef\u4ee5\u5b8c\u5584\u5176\u6d41\u7a0b\u4e26\u63d0\u4f9b\u66f4\u597d\u7684\u7d50\u679c\u3002<\/li>\n<li><strong>\u652f\u63f4\u5de5\u4f5c\u8005\u7684 KPI<\/strong>: \u901a\u904e\u7968\u64da\u89e3\u6c7a\u7387\u548c\u5ba2\u6236\u53cd\u994b\u7b49\u6307\u6a19\u8a55\u4f30\u500b\u4eba\u8868\u73fe\uff0c\u53ef\u4ee5\u5728\u652f\u6301\u4eba\u54e1\u4e2d\u57f9\u990a\u554f\u8cac\u5236\u548c\u6301\u7e8c\u6539\u9032\u7684\u6587\u5316\u3002<\/li>\n<li><strong>\u652f\u63f4\u7d93\u7406\u7684 KPI<\/strong>: \u9818\u5c0e\u6307\u6a19\uff0c\u4f8b\u5982\u5718\u968a\u751f\u7522\u529b\u548c\u54e1\u5de5\u6eff\u610f\u5ea6\uff0c\u5c0d\u65bc\u652f\u63f4\u7d93\u7406\u4f86\u8aaa\u81f3\u95dc\u91cd\u8981\uff0c\u4ee5\u78ba\u4fdd\u4ed6\u5011\u7684\u5718\u968a\u5728\u63d0\u4f9b IT \u670d\u52d9\u6642\u4fdd\u6301\u52d5\u529b\u548c\u6709\u6548\u6027\u3002<\/li>\n<\/ul>\n<p>\u5c07\u9019\u4e9b <a href=\"https:\/\/messengerbot.app\/zh_tw\/#features\">IT \u652f\u63f4 KPI \u7684\u7279\u5fb5<\/a> \u7d0d\u5165\u60a8\u7684\u7b56\u7565\u4e2d\uff0c\u53ef\u4ee5\u63d0\u5347\u670d\u52d9\u4ea4\u4ed8\u548c\u6539\u5584\u7528\u6236\u6eff\u610f\u5ea6\u3002\u6b32\u4e86\u89e3\u66f4\u591a\u898b\u89e3\uff0c\u8acb\u63a2\u7d22\u6211\u5011\u7684 <a href=\"https:\/\/messengerbot.app\/zh_tw\/messenger-%e6%a9%9f%e5%99%a8%e4%ba%ba%e6%95%99%e5%ad%b8\/\">IT \u652f\u63f4\u6559\u7a0b<\/a> \u6216\u8003\u616e\u4f7f\u7528 <a href=\"https:\/\/messengerbot.app\/zh_tw\/free-trial-offer\/\">\u652f\u63f4\u5de5\u5177\u7684\u514d\u8cbb\u8a66\u7528<\/a> \u4ee5\u4e86\u89e3\u5b83\u5011\u5982\u4f55\u80fd\u5920\u4f7f\u60a8\u7684\u7d44\u7e54\u53d7\u76ca\u3002<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/kpi-for-it-support-172092.png\" alt=\"IT \u652f\u63f4\u7684 KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>IT \u90e8\u9580\u7684\u826f\u597d KPI \u662f\u4ec0\u9ebc\uff1f<\/h2>\n<p>\u7406\u89e3\u6b63\u78ba\u7684 <strong>IT \u652f\u63f4 KPI<\/strong> \u5c0d\u65bc\u8861\u91cf IT \u90e8\u9580\u7684\u6709\u6548\u6027\u81f3\u95dc\u91cd\u8981\u3002\u9019\u4e9b\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u4e0d\u50c5\u6709\u52a9\u65bc\u8ddf\u8e2a\u8868\u73fe\uff0c\u9084\u6307\u5c0e\u589e\u5f37\u6574\u9ad4\u670d\u52d9\u4ea4\u4ed8\u7684\u6230\u7565\u6c7a\u7b56\u3002\u901a\u904e\u5c08\u6ce8\u65bc\u7279\u5b9a\u6307\u6a19\uff0cIT \u652f\u63f4\u5718\u968a\u53ef\u4ee5\u8b58\u5225\u6539\u9032\u7684\u9818\u57df\uff0c\u4e26\u78ba\u4fdd\u4ed6\u5011\u9054\u6210\u7d44\u7e54\u76ee\u6a19\u3002<\/p>\n<h3>IT \u652f\u63f4\u5c08\u54e1\u7684 KPI\uff1a\u7406\u89e3\u89d2\u8272\u548c\u8cac\u4efb<\/h3>\n<p>\u4e00\u500b <strong>IT \u652f\u63f4\u5c08\u54e1<\/strong> \u7684\u89d2\u8272\u662f\u591a\u65b9\u9762\u7684\uff0c\u6db5\u84cb\u4e86\u76f4\u63a5\u5f71\u97ff IT \u670d\u52d9\u6548\u7387\u7684\u5404\u7a2e\u8cac\u4efb\u3002IT \u652f\u63f4\u5c08\u54e1\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u5305\u62ec\uff1a<\/p>\n<ol>\n<li><strong>\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387 (FCR)<\/strong>: \u6b64 KPI \u6e2c\u91cf\u5728\u7b2c\u4e00\u6b21\u4e92\u52d5\u4e2d\u89e3\u6c7a\u7684\u5ba2\u6236\u67e5\u8a62\u767e\u5206\u6bd4\u3002\u9ad8 FCR \u8868\u793a\u6709\u6548\u7684\u652f\u63f4\uff0c\u4e26\u53ef\u80fd\u5c0e\u81f4\u5ba2\u6236\u6eff\u610f\u5ea6\u548c\u5fe0\u8aa0\u5ea6\u7684\u63d0\u9ad8\u3002\u6839\u64da\u5ba2\u6236\u806f\u7d61\u59d4\u54e1\u6703\u7684\u4e00\u9805\u7814\u7a76\uff0c\u6539\u5584 FCR \u53ef\u4ee5\u986f\u8457\u63d0\u5347\u5ba2\u6236\u7559\u5b58\u7387\u3002<\/li>\n<li><strong>\u5e73\u5747\u8655\u7406\u6642\u9593 (AHT)<\/strong>: AHT \u8ffd\u8e2a\u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\uff0c\u5305\u62ec\u901a\u8a71\u6642\u9593\u548c\u5f8c\u7e8c\u8ddf\u9032\u3002\u512a\u5316 AHT \u5c0d\u65bc\u904b\u71df\u6548\u7387\u81f3\u95dc\u91cd\u8981\u3002\u570b\u969b\u5ba2\u6236\u7ba1\u7406\u5354\u6703\u7684\u7814\u7a76\u8868\u660e\uff0c\u5e73\u8861\u7684 AHT \u53ef\u4ee5\u6539\u5584\u5ba2\u6236\u6eff\u610f\u5ea6\u548c\u4ee3\u7406\u751f\u7522\u529b\u3002<\/li>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206 (CSAT)<\/strong>: \u9019\u500b\u6307\u6a19\u8861\u91cf\u5ba2\u6236\u5c0d\u652f\u6301\u9ad4\u9a57\u7684\u6eff\u610f\u5ea6\uff0c\u901a\u5e38\u901a\u904e\u4e92\u52d5\u5f8c\u7684\u8abf\u67e5\u4f86\u6e2c\u91cf\u3002CSAT \u5206\u6578\u9ad8\u65bc 80 \u901a\u5e38\u88ab\u8a8d\u70ba\u662f\u512a\u79c0\u7684\u3002\u7f8e\u570b\u9867\u5ba2\u6eff\u610f\u5ea6\u6307\u6578 (ACSI) \u8868\u660e\uff0c\u8f03\u9ad8\u7684 CSAT \u5206\u6578\u8207\u589e\u52a0\u7684\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u91cd\u8907\u696d\u52d9\u76f8\u95dc\u806f\u3002<\/li>\n<\/ol>\n<p>\u9019\u4e9b KPI \u5c0d\u65bc\u8a55\u4f30 IT \u652f\u6301\u4eba\u54e1\u7684\u8868\u73fe\u81f3\u95dc\u91cd\u8981\uff0c\u4e26\u78ba\u4fdd\u4ed6\u5011\u6eff\u8db3\u7d44\u7e54\u53ca\u5176\u5ba2\u6236\u7684\u671f\u671b\u3002\u6b32\u4e86\u89e3\u66f4\u591a\u898b\u89e3\uff0c\u8acb\u53c3\u95b1 <a href=\"https:\/\/messengerbot.app\/zh_tw\/#features\">IT \u652f\u63f4 KPI \u7684\u7279\u5fb5<\/a>, \u63a2\u7d22\u6211\u5011\u7684\u7522\u54c1\u3002<\/p>\n<h3>IT \u652f\u6301\u7684 KPI \u7bc4\u4f8b\uff1a\u5be6\u969b\u61c9\u7528<\/h3>\n<p>\u5be6\u65bd <strong>IT \u652f\u63f4\u7684 KPI \u7bc4\u4f8b<\/strong> \u53ef\u4ee5\u63d0\u4f9b\u6709\u95dc\u904b\u71df\u6548\u7387\u7684\u5bf6\u8cb4\u898b\u89e3\u3002\u4ee5\u4e0b\u662f\u4e00\u4e9b\u5be6\u7528\u7684\u61c9\u7528\uff1a<\/p>\n<ol>\n<li><strong>\u6de8\u63a8\u85a6\u503c (NPS)<\/strong>: NPS \u901a\u904e\u8a62\u554f\u5ba2\u6236\u63a8\u85a6\u670d\u52d9\u7d66\u4ed6\u4eba\u7684\u53ef\u80fd\u6027\u4f86\u8a55\u4f30\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u3002\u8f03\u9ad8\u7684 NPS \u53cd\u6620\u4e86\u5f37\u5927\u7684\u54c1\u724c\u8072\u8b7d\u548c\u5ba2\u6236\u5021\u5c0e\u3002\u6839\u64da\u8c9d\u6069\u516c\u53f8 (Bain &amp; Company) \u7684\u8aaa\u6cd5\uff0c\u64c1\u6709\u9ad8 NPS \u5206\u6578\u7684\u516c\u53f8\u5f80\u5f80\u6bd4\u7af6\u722d\u5c0d\u624b\u589e\u9577\u66f4\u5feb\u3002<\/li>\n<li><strong>\u5de5\u55ae\u6578\u91cf<\/strong>: \u76e3\u63a7\u7279\u5b9a\u6642\u671f\u5167\u6536\u5230\u7684\u652f\u6301\u5de5\u55ae\u6578\u91cf\u6709\u52a9\u65bc\u8b58\u5225\u5ba2\u6236\u554f\u984c\u548c\u8cc7\u6e90\u5206\u914d\u7684\u8da8\u52e2\u3002\u5206\u6790\u5de5\u55ae\u6578\u91cf\u53ef\u4ee5\u6307\u5c0e\u4eba\u54e1\u914d\u7f6e\u6c7a\u7b56\u548c\u57f9\u8a13\u9700\u6c42\u3002<\/li>\n<li><strong>\u97ff\u61c9\u6642\u9593<\/strong>: \u6b64\u6307\u6a19\u8ffd\u8e64\u56de\u61c9\u5ba2\u6236\u8a62\u554f\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u5feb\u901f\u7684\u56de\u61c9\u6642\u9593\u5c0d\u65bc\u5ba2\u6236\u6eff\u610f\u5ea6\u81f3\u95dc\u91cd\u8981\uff0cZendesk \u7684\u7814\u7a76\u986f\u793a\uff0c\u5feb\u901f\u56de\u61c9\u6703\u5c0e\u81f4\u66f4\u9ad8\u7684\u5ba2\u6236\u4fdd\u7559\u7387\u3002<\/li>\n<\/ol>\n<p>\u900f\u904e\u5c08\u6ce8\u65bc\u9019\u4e9b\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff0cIT \u90e8\u9580\u53ef\u4ee5\u63d0\u5347\u5176\u670d\u52d9\u4ea4\u4ed8\uff0c\u4e26\u78ba\u4fdd\u6709\u6548\u6eff\u8db3\u7528\u6236\u7684\u9700\u6c42\u3002\u6b32\u4e86\u89e3\u66f4\u591a\u6307\u5c0e\u8cc7\u8a0a\uff0c\u8acb\u53c3\u8003 <a href=\"https:\/\/messengerbot.app\/zh_tw\/messenger-%e6%a9%9f%e5%99%a8%e4%ba%ba%e6%95%99%e5%ad%b8\/\">IT \u652f\u63f4\u6559\u7a0b<\/a>, \u8acb\u67e5\u770b\u6211\u5011\u7684\u8cc7\u6e90\u3002<\/p>\n<h2>IT \u652f\u63f4\u5c08\u54e1\u7684 KPI\uff1a\u7406\u89e3\u89d2\u8272\u548c\u8cac\u4efb<\/h2>\n<p>\u5728 IT \u652f\u63f4\u9818\u57df\uff0cIT \u652f\u63f4\u5c08\u54e1\u7684\u89d2\u8272\u81f3\u95dc\u91cd\u8981\u3002\u9019\u4e9b\u5c08\u696d\u4eba\u54e1\u8ca0\u8cac\u78ba\u4fdd\u6280\u8853\u554f\u984c\u80fd\u6709\u6548\u89e3\u6c7a\uff0c\u5f9e\u800c\u7dad\u6301\u904b\u71df\u7684\u9023\u7e8c\u6027\u3002\u70ba\u4e86\u6709\u6548\u8861\u91cf\u4ed6\u5011\u7684\u8868\u73fe\uff0c\u5fc5\u9808\u5efa\u7acb\u7279\u5b9a\u7684 <strong>IT \u652f\u63f4 KPI<\/strong> \u3002IT \u652f\u63f4\u5c08\u54e1\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u901a\u5e38\u5305\u62ec\uff1a<\/p>\n<ul>\n<li><strong>\u56de\u61c9\u6642\u9593\uff1a<\/strong> \u6b64 KPI \u8ffd\u8e64\u8655\u7406\u652f\u63f4\u8acb\u6c42\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u5feb\u901f\u7684\u56de\u61c9\u6642\u9593\u5c0d\u65bc\u7dad\u6301\u7528\u6236\u6eff\u610f\u5ea6\u81f3\u95dc\u91cd\u8981\u3002<\/li>\n<li><strong>\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387\uff1a<\/strong> \u6b64\u6307\u6a19\u8861\u91cf\u5728\u7b2c\u4e00\u6b21\u4e92\u52d5\u4e2d\u89e3\u6c7a\u7684\u554f\u984c\u767e\u5206\u6bd4\u3002\u8f03\u9ad8\u7684\u6bd4\u4f8b\u8868\u793a\u6709\u6548\u7684\u554f\u984c\u89e3\u6c7a\u80fd\u529b\u3002<\/li>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5206\u6578 (CSAT)\uff1a<\/strong> \u4f86\u81ea\u7528\u6236\u7684\u5b9a\u671f\u53cd\u994b\u6709\u52a9\u65bc\u8a55\u4f30\u63d0\u4f9b\u7684\u652f\u63f4\u8cea\u91cf\uff0c\u76f4\u63a5\u5f71\u97ff\u6574\u9ad4\u6eff\u610f\u5ea6\u3002<\/li>\n<\/ul>\n<p>\u900f\u904e\u5c08\u6ce8\u65bc\u9019\u4e9b KPI\uff0cIT \u652f\u63f4\u4eba\u54e1\u53ef\u4ee5\u5c07\u4ed6\u5011\u7684\u52aa\u529b\u8207\u7d44\u7e54\u76ee\u6a19\u5c0d\u9f4a\uff0c\u78ba\u4fdd\u4ed6\u5011\u5c0d\u6574\u9ad4\u7528\u6236\u9ad4\u9a57\u505a\u51fa\u7a4d\u6975\u8ca2\u737b\u3002<\/p>\n<h3>IT \u652f\u6301\u7684 KPI \u7bc4\u4f8b\uff1a\u5be6\u969b\u61c9\u7528<\/h3>\n<p>\u5be6\u65bd <strong>IT \u652f\u63f4\u7684 KPI \u7bc4\u4f8b<\/strong> \u5728\u73fe\u5be6\u4e16\u754c\u7684\u60c5\u5883\u4e2d\uff0c\u53ef\u4ee5\u986f\u8457\u63d0\u5347\u652f\u63f4\u5718\u968a\u7684\u6548\u80fd\u3002\u4ee5\u4e0b\u662f\u4e00\u4e9b\u5be6\u969b\u61c9\u7528\uff1a<\/p>\n<ul>\n<li><strong>\u652f\u63f4\u7968\u64da\u7684 KPI\uff1a<\/strong> \u8ffd\u8e64\u652f\u63f4\u7968\u64da\u7684\u6578\u91cf\u548c\u89e3\u6c7a\u6642\u9593\u6709\u52a9\u65bc\u8b58\u5225\u8da8\u52e2\u548c\u6539\u9032\u7684\u9818\u57df\u3002\u4f8b\u5982\uff0c\u5982\u679c\u7968\u64da\u6578\u91cf\u7684\u6fc0\u589e\u8207\u7279\u5b9a\u7684\u8edf\u9ad4\u66f4\u65b0\u76f8\u95dc\uff0c\u5247\u53ef\u4ee5\u63a1\u53d6\u4e3b\u52d5\u63aa\u65bd\u4f86\u89e3\u6c7a\u7528\u6236\u7684\u64d4\u6182\u3002<\/li>\n<li><strong>\u652f\u63f4\u5c08\u6848\u7684 KPI\uff1a<\/strong> \u901a\u904e\u5b8c\u6210\u7387\u548c\u7528\u6236\u53cd\u994b\u4f86\u8861\u91cf IT \u652f\u63f4\u5c08\u6848\u7684\u6210\u529f\uff0c\u78ba\u4fdd\u9019\u4e9b\u8a08\u5283\u8207\u7528\u6236\u9700\u6c42\u548c\u7d44\u7e54\u76ee\u6a19\u4e00\u81f4\u3002<\/li>\n<li><strong>\u652f\u63f4\u5de5\u4f5c\u8005\u7684 KPI\uff1a<\/strong> \u901a\u904e\u7968\u64da\u89e3\u6c7a\u6642\u9593\u548c\u7528\u6236\u53cd\u994b\u7b49\u6307\u6a19\u8a55\u4f30\u500b\u4eba\u8868\u73fe\uff0c\u4fc3\u9032\u8cac\u4efb\u611f\u548c\u6301\u7e8c\u6539\u9032\u7684\u6587\u5316\u3002<\/li>\n<\/ul>\n<p>\u900f\u904e\u5229\u7528\u9019\u4e9b KPI\uff0c\u7d44\u7e54\u53ef\u4ee5\u589e\u5f37\u5176 IT \u652f\u63f4\u80fd\u529b\uff0c\u6700\u7d42\u63d0\u5347\u670d\u52d9\u4ea4\u4ed8\u548c\u7528\u6236\u6eff\u610f\u5ea6\u3002\u6b32\u4e86\u89e3\u66f4\u591a\u6709\u6548\u652f\u63f4\u6307\u6a19\u7684\u898b\u89e3\uff0c\u8acb\u63a2\u7d22\u6211\u5011\u7684 <a href=\"https:\/\/messengerbot.app\/zh_tw\/#features\">IT \u652f\u63f4 KPI \u7684\u7279\u5fb5<\/a> \u548c <a href=\"https:\/\/messengerbot.app\/zh_tw\/messenger-%e6%a9%9f%e5%99%a8%e4%ba%ba%e6%95%99%e5%ad%b8\/\">IT \u652f\u63f4\u6559\u7a0b<\/a>.<\/p>\n<h2>\u4f5c\u70ba\u6280\u8853\u652f\u63f4\u5c08\u5bb6\uff0c\u60a8\u5982\u4f55\u8861\u91cf\u6210\u529f\uff1f<\/h2>\n<p>\u4f5c\u70ba\u6280\u8853\u652f\u6301\u5c08\u5bb6\uff0c\u8861\u91cf\u6210\u529f\u6d89\u53ca\u5206\u6790\u5e7e\u500b\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff08KPI\uff09\uff0c\u9019\u4e9b\u6307\u6a19\u53cd\u6620\u4e86\u652f\u6301\u5718\u968a\u7684\u6548\u7387\u548c\u5ba2\u6236\u7684\u6eff\u610f\u5ea6\u3002\u4ee5\u4e0b\u662f\u9700\u8981\u8003\u616e\u7684\u6700\u91cd\u8981\u6307\u6a19\uff1a<\/p>\n<p>1. **\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206\uff08CSAT\uff09**\uff1a\u9019\u500b\u6307\u6a19\u901a\u904e\u652f\u6301\u4e92\u52d5\u5f8c\u7684\u8abf\u67e5\u4f86\u8861\u91cf\u5ba2\u6236\u6eff\u610f\u5ea6\u3002\u9ad8 CSAT \u5f97\u5206\u8868\u793a\u5ba2\u6236\u611f\u89ba\u4ed6\u5011\u7684\u554f\u984c\u5f97\u5230\u4e86\u6709\u6548\u548c\u9ad8\u6548\u7684\u89e3\u6c7a\u3002\u6839\u64da\u5e6b\u52a9\u53f0\u5354\u6703\u7684\u7814\u7a76\uff0cIT \u652f\u6301\u884c\u696d\u4e2d\uff0cCSAT \u5f97\u5206\u9ad8\u65bc 80% \u88ab\u8996\u70ba\u512a\u79c0\u3002<\/p>\n<p>2. **\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387\uff08FCR\uff09**\uff1aFCR \u8861\u91cf\u5728\u9996\u6b21\u8207\u5ba2\u6236\u4e92\u52d5\u4e2d\u89e3\u6c7a\u554f\u984c\u7684\u767e\u5206\u6bd4\u3002\u9ad8 FCR \u7387\u81f3\u95dc\u91cd\u8981\uff0c\u56e0\u70ba\u5b83\u4e0d\u50c5\u63d0\u9ad8\u4e86\u5ba2\u6236\u6eff\u610f\u5ea6\uff0c\u9084\u964d\u4f4e\u4e86\u904b\u71df\u6210\u672c\u3002\u7814\u7a76\u986f\u793a\uff0cFCR \u7387\u70ba 70% \u6216\u66f4\u9ad8\u7684\u7d44\u7e54\uff0c\u5176\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u986f\u8457\u63d0\u5347\u3002<\/p>\n<p>3. **\u5e73\u5747\u97ff\u61c9\u6642\u9593\u548c\u5e73\u5747\u89e3\u6c7a\u6642\u9593**\uff1a\u9019\u4e9b\u6307\u6a19\u8ddf\u8e2a\u652f\u6301\u4ee3\u7406\u56de\u61c9\u548c\u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u7684\u901f\u5ea6\u3002\u7406\u60f3\u60c5\u6cc1\u4e0b\uff0c\u5e73\u5747\u97ff\u61c9\u6642\u9593\u61c9\u4f4e\u65bc 1 \u5c0f\u6642\uff0c\u800c\u5e73\u5747\u89e3\u6c7a\u6642\u9593\u61c9\u6700\u5c0f\u5316\u4ee5\u63d0\u9ad8\u6548\u7387\u3002\u6839\u64da HDI \u7684\u5831\u544a\uff0cIT \u652f\u6301\u7684\u5e73\u5747\u89e3\u6c7a\u6642\u9593\u61c9\u5c11\u65bc 24 \u5c0f\u6642\uff0c\u4ee5\u9054\u5230\u6700\u4f73\u6027\u80fd\u3002<\/p>\n<p>4. **\u6bcf\u5f35\u7968\u7684\u6210\u672c**\uff1a\u6b64\u6307\u6a19\u8a55\u4f30\u652f\u63f4\u64cd\u4f5c\u7684\u6210\u672c\u6548\u76ca\uff0c\u901a\u904e\u8a08\u7b97\u89e3\u6c7a\u4e00\u5f35\u7968\u6240\u7522\u751f\u7684\u7e3d\u6210\u672c\u3002\u4fdd\u6301\u9019\u500b\u6210\u672c\u4f4e\u540c\u6642\u7dad\u6301\u9ad8\u670d\u52d9\u8cea\u91cf\u5c0d\u65bc\u6210\u529f\u7684\u652f\u63f4\u5718\u968a\u81f3\u95dc\u91cd\u8981\u3002\u884c\u696d\u57fa\u6e96\u5efa\u8b70\uff0c\u5c0d\u65bc\u8a31\u591a\u7d44\u7e54\u4f86\u8aaa\uff0c\u6bcf\u5f35\u7968\u7684\u6210\u672c\u4f4e\u65bc$15\u662f\u7406\u60f3\u7684\u3002<\/p>\n<p>5. **\u6536\u5230\u7684\u806f\u7d61\u6578**\uff1a\u8ffd\u8e64\u6536\u5230\u7684\u652f\u63f4\u8acb\u6c42\u6578\u91cf\u53ef\u4ee5\u5e6b\u52a9\u8a55\u4f30\u652f\u63f4\u5718\u968a\u7684\u5de5\u4f5c\u8ca0\u8377\u548c\u6548\u7387\u3002\u5206\u6790\u6536\u5230\u7684\u806f\u7d61\u8da8\u52e2\u4e5f\u53ef\u4ee5\u63d0\u4f9b\u6709\u95dc\u9700\u8981\u901a\u904e\u6539\u9032\u6587\u6a94\u6216\u57f9\u8a13\u4f86\u89e3\u6c7a\u7684\u91cd\u8907\u554f\u984c\u7684\u898b\u89e3\u3002<\/p>\n<p>\u6574\u5408\u50cfMessenger Bot\u9019\u6a23\u7684\u5de5\u5177\u53ef\u4ee5\u901a\u904e\u63d0\u4f9b\u5c0d\u5e38\u898b\u8a62\u554f\u7684\u5373\u6642\u56de\u61c9\u4f86\u63d0\u5347\u9019\u4e9b\u6307\u6a19\uff0c\u5f9e\u800c\u6539\u5584CSAT\u548cFCR\u7387\u3002\u901a\u904e\u81ea\u52d5\u5316\u521d\u6b65\u4e92\u52d5\uff0c\u6280\u8853\u652f\u63f4\u5c08\u5bb6\u53ef\u4ee5\u5c08\u6ce8\u65bc\u66f4\u8907\u96dc\u7684\u554f\u984c\uff0c\u5c0e\u81f4\u6574\u9ad4\u8868\u73fe\u66f4\u4f73\u3002<\/p>\n<h3>\u652f\u63f4\u5de5\u4f5c\u8005\u7684KPI\uff1a\u8a55\u4f30\u8868\u73fe<\/h3>\n<p>\u5728\u8a55\u4f30\u652f\u63f4\u5de5\u4f5c\u8005\u7684\u8868\u73fe\u6642\uff0c\u6709\u5e7e\u500bKPI\u662f\u5fc5\u4e0d\u53ef\u5c11\u7684\uff0c\u4ee5\u78ba\u4fdd\u5718\u968a\u904b\u4f5c\u6700\u4f73\u3002\u9019\u4e9bKPI\u5305\u62ec\uff1a<\/p>\n<p>\u2013 **\u7968\u52d9\u89e3\u6c7a\u7387**\uff1a\u6b64\u6307\u6a19\u8861\u91cf\u6bcf\u4f4d\u652f\u63f4\u5de5\u4f5c\u8005\u5728\u7279\u5b9a\u6642\u9593\u7bc4\u570d\u5167\u89e3\u6c7a\u7684\u7968\u52d9\u767e\u5206\u6bd4\u3002\u66f4\u9ad8\u7684\u89e3\u6c7a\u7387\u8868\u660e\u6709\u6548\u7684\u554f\u984c\u89e3\u6c7a\u80fd\u529b\u548c\u6548\u7387\u3002<\/p>\n<p>\u2013 **\u670d\u52d9\u8cea\u91cf**\uff1a\u9019\u53ef\u4ee5\u901a\u904e\u5ba2\u6236\u53cd\u994b\u548c\u5167\u90e8\u652f\u6301\u4e92\u52d5\u8a55\u4f30\u4f86\u9032\u884c\u8a55\u4f30\u3002\u5b9a\u671f\u8a55\u4f30\u6709\u52a9\u65bc\u7dad\u6301\u9ad8\u670d\u52d9\u6a19\u6e96\u3002<\/p>\n<p>\u2013 **\u57f9\u8a13\u8207\u767c\u5c55\u6307\u6a19**\uff1a\u8ffd\u8e64\u652f\u6301\u5de5\u4f5c\u8005\u5728\u57f9\u8a13\u8a08\u5283\u4e2d\u7684\u9032\u5c55\u53ef\u4ee5\u6307\u793a\u4ed6\u5011\u8655\u7406\u66f4\u8907\u96dc\u554f\u984c\u7684\u6e96\u5099\u7a0b\u5ea6\u3002\u9019\u500bKPI\u78ba\u4fdd\u5718\u968a\u4e0d\u65b7\u6539\u9032\u3002<\/p>\n<p>\u2013 **\u54e1\u5de5\u6eff\u610f\u5ea6\u5f97\u5206**\uff1a\u5feb\u6a02\u7684\u652f\u6301\u5de5\u4f5c\u8005\u901a\u5e38\u66f4\u5177\u751f\u7522\u529b\u3002\u5b9a\u671f\u8abf\u67e5\u53ef\u4ee5\u5e6b\u52a9\u8a55\u4f30\u4ed6\u5011\u7684\u6eff\u610f\u5ea6\u4e26\u8b58\u5225\u6539\u9032\u7684\u9818\u57df\u3002<\/p>\n<p>\u901a\u904e\u5c08\u6ce8\u65bc\u9019\u4e9bKPI\uff0c\u7d44\u7e54\u53ef\u4ee5\u4fc3\u9032\u4e00\u500b\u66f4\u6709\u6548\u7684\u652f\u6301\u74b0\u5883\uff0c\u4e0d\u50c5\u6eff\u8db3\u5ba2\u6236\u9700\u6c42\uff0c\u9084\u589e\u5f37\u54e1\u5de5\u53c3\u8207\u611f\u3002<\/p>\n<h3>\u652f\u6301\u7d93\u7406\u7684KPI\uff1a\u9818\u5c0e\u8207\u7ba1\u7406\u6307\u6a19<\/h3>\n<p>\u5c0d\u65bc\u652f\u6301\u7d93\u7406\u4f86\u8aaa\uff0c\u7279\u5b9a\u7684KPI\u5c0d\u65bc\u8a55\u4f30\u5718\u968a\u8868\u73fe\u548c\u904b\u71df\u6548\u7387\u81f3\u95dc\u91cd\u8981\u3002\u95dc\u9375\u6307\u6a19\u5305\u62ec\uff1a<\/p>\n<p>\u2013 **\u5718\u968a\u8868\u73fe\u6307\u6a19**\uff1a\u9019\u5305\u62ec\u652f\u6301\u5718\u968a\u7684\u6574\u9ad4\u8868\u73fe\uff0c\u5305\u62ec\u5e73\u5747\u89e3\u6c7a\u6642\u9593\u548c\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206\u3002<\/p>\n<p>\u2013 **\u54e1\u5de5\u6d41\u5931\u7387**\uff1a\u9ad8\u6d41\u5931\u7387\u53ef\u80fd\u8868\u660e\u5718\u968a\u6216\u7ba1\u7406\u65b9\u9762\u5b58\u5728\u554f\u984c\u3002\u76e3\u63a7\u6b64\u6bd4\u7387\u6709\u52a9\u65bc\u4e86\u89e3\u54e1\u5de5\u4fdd\u7559\u548c\u6eff\u610f\u5ea6\u3002<\/p>\n<p>\u2013 **\u57f9\u8a13\u6548\u679c**\uff1a\u8a55\u4f30\u57f9\u8a13\u8a08\u5283\u5c0d\u5718\u968a\u8868\u73fe\u7684\u5f71\u97ff\u53ef\u4ee5\u5e6b\u52a9\u7d93\u7406\u6539\u9032\u4ed6\u5011\u7684\u65b9\u6cd5\uff0c\u78ba\u4fdd\u54e1\u5de5\u80fd\u5920\u59a5\u5584\u8655\u7406\u5ba2\u6236\u67e5\u8a62\u3002<\/p>\n<p>\u2013 **\u9810\u7b97\u9075\u5faa**\uff1a\u8ffd\u8e64\u652f\u63f4\u5718\u968a\u7684\u652f\u51fa\u8207\u5206\u914d\u7684\u9810\u7b97\uff0c\u78ba\u4fdd\u8cc7\u6e90\u5f97\u5230\u6709\u6548\u5229\u7528\u3002<\/p>\n<p>\u900f\u904e\u5229\u7528\u9019\u4e9b\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff08KPI\uff09\uff0c\u652f\u63f4\u7d93\u7406\u53ef\u4ee5\u66f4\u6709\u6548\u5730\u9818\u5c0e\u5718\u968a\uff0c\u78ba\u4fdd\u5ba2\u6236\u6eff\u610f\u5ea6\u548c\u904b\u71df\u6210\u529f\u3002<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/kpi-for-it-support-213346.png\" alt=\"IT \u652f\u63f4\u7684 KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u4ec0\u9ebc\u662fIT\u9818\u57df\u7684KPI\uff1f<\/h2>\n<p>\u5728IT\u9818\u57df\uff0c\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff08KPI\uff09\u662f\u4e00\u500b\u53ef\u8861\u91cf\u7684\u503c\uff0c\u986f\u793a\u7d44\u7e54\u5728\u5be6\u73fe\u95dc\u9375\u5546\u696d\u76ee\u6a19\u65b9\u9762\u7684\u6709\u6548\u6027\u3002KPI\u5c0d\u65bc\u8a55\u4f30\u5404\u7a2eIT\u529f\u80fd\u548c\u8a08\u5283\u7684\u7e3e\u6548\u81f3\u95dc\u91cd\u8981\uff0c\u4f7f\u7d44\u7e54\u80fd\u5920\u6839\u64da\u6578\u64da\u9a45\u52d5\u7684\u898b\u89e3\u505a\u51fa\u660e\u667a\u7684\u6c7a\u7b56\u3002\u4ee5\u4e0b\u662fIT\u9818\u57dfKPI\u7684\u4e00\u4e9b\u95dc\u9375\u65b9\u9762\uff1a<\/p>\n<ul>\n<li><strong>\u5b9a\u7fa9\u548c\u91cd\u8981\u6027<\/strong>: KPI\u662f\u5e6b\u52a9\u7d44\u7e54\u8a55\u4f30\u5176\u9054\u6210\u76ee\u6a19\u6210\u529f\u8207\u5426\u7684\u5177\u9ad4\u6307\u6a19\u3002\u8207\u4e00\u822c\u6307\u6a19\u4e0d\u540c\uff0cKPI\u662f\u6839\u64da\u5546\u696d\u76ee\u6a19\u7b56\u7565\u6027\u9078\u64c7\u7684\uff0c\u5c0d\u65bc\u7e3e\u6548\u7ba1\u7406\u81f3\u95dc\u91cd\u8981\u3002<\/li>\n<li><strong>IT KPI\u7684\u985e\u578b<\/strong>:\n<ul>\n<li><strong>\u64cd\u4f5cKPI<\/strong>: \u6e2c\u91cfIT\u904b\u71df\u7684\u6548\u7387\uff0c\u4f8b\u5982\u7cfb\u7d71\u6b63\u5e38\u904b\u884c\u6642\u9593\u3001\u4e8b\u4ef6\u97ff\u61c9\u6642\u9593\u548c\u670d\u52d9\u53f0\u89e3\u6c7a\u7387\u3002<\/li>\n<li><strong>\u9805\u76eeKPI<\/strong>: \u8a55\u4f30 IT \u5c08\u6848\u7684\u6210\u529f\uff0c\u5305\u62ec\u5c08\u6848\u5b8c\u6210\u7387\u3001\u9810\u7b97\u9075\u5faa\u7387\u548c\u8cc7\u6e90\u5229\u7528\u7387\u3002<\/li>\n<li><strong>\u8ca1\u52d9 KPI<\/strong>: \u8a55\u4f30 IT \u6295\u8cc7\u7684\u8ca1\u52d9\u5065\u5eb7\u72c0\u6cc1\uff0c\u4f8b\u5982\u6295\u8cc7\u56de\u5831\u7387 (ROI)\u3001\u7e3d\u64c1\u6709\u6210\u672c (TCO) \u548c\u6bcf\u7b46\u4ea4\u6613\u6210\u672c\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u5e38\u898b IT KPI \u7684\u7bc4\u4f8b<\/strong>:\n<ul>\n<li><strong>\u7cfb\u7d71\u53ef\u7528\u6027<\/strong>: \u7cfb\u7d71\u904b\u884c\u548c\u53ef\u8a2a\u554f\u7684\u6642\u9593\u767e\u5206\u6bd4\u3002<\/li>\n<li><strong>\u5e73\u5747\u4fee\u5fa9\u6642\u9593 (MTTR)<\/strong>: \u89e3\u6c7a\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002<\/li>\n<li><strong>\u7528\u6236\u6eff\u610f\u5ea6\u5206\u6578<\/strong>: \u7528\u6236\u5c0d IT \u670d\u52d9\u7684\u53cd\u994b\uff0c\u901a\u5e38\u901a\u904e\u8abf\u67e5\u6536\u96c6\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u8a2d\u5b9a\u6709\u6548\u7684 KPI<\/strong>: \u70ba\u4e86\u78ba\u4fdd KPI \u5177\u6709\u5f71\u97ff\u529b\uff0c\u5b83\u5011\u61c9\u8a72\u662f SMART\uff1a\u5177\u9ad4\u3001\u53ef\u8861\u91cf\u3001\u53ef\u9054\u6210\u3001\u76f8\u95dc\u548c\u6709\u6642\u9593\u9650\u5236\u3002\u9019\u4e00\u6846\u67b6\u6709\u52a9\u65bc\u5275\u5efa\u6e05\u6670\u4e14\u53ef\u884c\u7684\u7e3e\u6548\u6307\u6a19\u3002<\/li>\n<li><strong>\u5229\u7528 KPI \u9032\u884c\u6301\u7e8c\u6539\u9032<\/strong>: \u5b9a\u671f\u6aa2\u8996\u548c\u5206\u6790 KPI \u4f7f IT \u90e8\u9580\u80fd\u5920\u8b58\u5225\u6539\u9032\u7684\u9818\u57df\uff0c\u512a\u5316\u6d41\u7a0b\uff0c\u4e26\u63d0\u5347\u670d\u52d9\u4ea4\u4ed8\u3002<\/li>\n<\/ul>\n<h3>\u804a\u5929\u652f\u6301\u7684 KPI\uff1a\u589e\u5f37\u5ba2\u6236\u4e92\u52d5<\/h3>\n<p>\u5728 IT \u652f\u6301\u9818\u57df\uff0c\u7279\u5225\u662f\u5728\u804a\u5929\u652f\u6301\u4e2d\uff0cKPI \u5728\u589e\u5f37\u5ba2\u6236\u4e92\u52d5\u65b9\u9762\u626e\u6f14\u8457\u95dc\u9375\u89d2\u8272\u3002\u6709\u6548\u7684\u804a\u5929\u652f\u6301 KPI \u53ef\u4ee5\u986f\u8457\u6539\u5584\u7528\u6236\u9ad4\u9a57\u548c\u6eff\u610f\u5ea6\u3002\u4ee5\u4e0b\u662f\u4e00\u4e9b\u9700\u8981\u8003\u616e\u7684\u91cd\u8981 KPI\uff1a<\/p>\n<ul>\n<li><strong>\u9996\u6b21\u56de\u61c9\u6642\u9593<\/strong>: \u652f\u6301\u4ee3\u7406\u56de\u61c9\u5ba2\u6236\u8a62\u554f\u7684\u5e73\u5747\u6642\u9593\u3002\u8f03\u77ed\u7684\u56de\u61c9\u6642\u9593\u901a\u5e38\u8207\u66f4\u9ad8\u7684\u5ba2\u6236\u6eff\u610f\u5ea6\u76f8\u95dc\u3002<\/li>\n<li><strong>\u804a\u5929\u89e3\u6c7a\u7387<\/strong>: \u5728\u7b2c\u4e00\u6b21\u806f\u7e6b\u671f\u9593\u6210\u529f\u89e3\u6c7a\u5ba2\u6236\u554f\u984c\u7684\u804a\u5929\u4e92\u52d5\u767e\u5206\u6bd4\u3002\u9ad8\u89e3\u6c7a\u7387\u8868\u660e\u652f\u6301\u6709\u6548\u3002<\/li>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5f97\u5206 (CSAT)<\/strong>: \u900f\u904e\u804a\u5929\u5f8c\u8abf\u67e5\u6536\u96c6\u7684\u5ba2\u6236\u6eff\u610f\u5ea6\u7684\u76f4\u63a5\u8861\u91cf\uff0c\u63d0\u4f9b\u5c0d\u6240\u63d0\u4f9b\u652f\u6301\u8cea\u91cf\u7684\u6d1e\u5bdf\u3002<\/li>\n<\/ul>\n<h3>\u61c9\u7528\u652f\u6301\u5718\u968a\u7684 KPI\uff1a\u78ba\u4fdd\u8edf\u9ad4\u53ef\u9760\u6027<\/h3>\n<p>\u61c9\u7528\u652f\u6301\u5718\u968a\u5c0d\u65bc\u7dad\u8b77\u8edf\u9ad4\u7684\u53ef\u9760\u6027\u548c\u6027\u80fd\u81f3\u95dc\u91cd\u8981\u3002\u4ee5\u4e0b\u662f\u4e00\u4e9b\u95dc\u9375\u7684 KPI\uff0c\u53ef\u4ee5\u5e6b\u52a9\u8861\u91cf\u4ed6\u5011\u7684\u6709\u6548\u6027\uff1a<\/p>\n<ul>\n<li><strong>\u61c9\u7528\u6b63\u5e38\u904b\u884c\u6642\u9593<\/strong>: \u61c9\u7528\u7a0b\u5e8f\u904b\u884c\u4e26\u53ef\u4f9b\u7528\u6236\u4f7f\u7528\u7684\u6642\u9593\u767e\u5206\u6bd4\u3002\u9ad8\u6b63\u5e38\u904b\u884c\u6642\u9593\u5c0d\u7528\u6236\u4fe1\u4efb\u548c\u6eff\u610f\u5ea6\u81f3\u95dc\u91cd\u8981\u3002<\/li>\n<li><strong>\u4e8b\u4ef6\u6578\u91cf<\/strong>: \u5728\u7279\u5b9a\u6642\u9593\u6bb5\u5167\u5831\u544a\u7684\u4e8b\u4ef6\u6578\u91cf\u3002\u8ddf\u8e2a\u9019\u500b KPI \u6709\u52a9\u65bc\u8b58\u5225\u8da8\u52e2\u548c\u9700\u8981\u6539\u9032\u7684\u9818\u57df\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u6642\u9593 (TTR)<\/strong>: \u89e3\u6c7a\u8207\u61c9\u7528\u7a0b\u5e8f\u76f8\u95dc\u554f\u984c\u6240\u9700\u7684\u5e73\u5747\u6642\u9593\u3002\u6e1b\u5c11 TTR \u53ef\u4ee5\u63d0\u5347\u7528\u6236\u9ad4\u9a57\u548c\u904b\u71df\u6548\u7387\u3002<\/li>\n<\/ul>\n<h2>IT \u884c\u696d\u4e2d\u7684 KPI \u662f\u4ec0\u9ebc\uff1f<\/h2>\n<p>\u5728\u8cc7\u8a0a\u79d1\u6280\u9818\u57df\uff0c\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff08KPI\uff09\u4f5c\u70ba\u4e00\u500b\u53ef\u8861\u91cf\u7684\u6578\u503c\uff0c\u986f\u793a\u51fa\u4e00\u500b\u7d44\u7e54\u5728\u9054\u6210\u95dc\u9375\u696d\u52d9\u76ee\u6a19\u65b9\u9762\u7684\u6709\u6548\u6027\u3002\u8cc7\u8a0a\u79d1\u6280\u652f\u63f4\u7684KPI\u5c0d\u65bc\u8a55\u4f30IT\u90e8\u9580\u7684\u8868\u73fe\u81f3\u95dc\u91cd\u8981\uff0c\u4e26\u78ba\u4fdd\u5b83\u5011\u8207\u66f4\u5ee3\u6cdb\u7684\u696d\u52d9\u76ee\u6a19\u4fdd\u6301\u4e00\u81f4\u3002\u901a\u904e\u5c08\u6ce8\u65bc\u7279\u5b9a\u7684\u6307\u6a19\uff0c\u7d44\u7e54\u53ef\u4ee5\u63d0\u5347\u5176IT\u652f\u63f4\u670d\u52d9\u3001\u6539\u5584\u5ba2\u6236\u6eff\u610f\u5ea6\u4e26\u7cbe\u7c21\u64cd\u4f5c\u3002\u4e86\u89e3\u9069\u5408IT\u652f\u63f4\u7684KPI\u53ef\u4ee5\u4fc3\u9032\u66f4\u597d\u7684\u6c7a\u7b56\u548c\u8cc7\u6e90\u5206\u914d\u3002<\/p>\n<h3>\u804a\u5929\u652f\u63f4\u7684KPI\uff1a\u589e\u5f37\u5ba2\u6236\u4e92\u52d5<\/h3>\n<p>\u804a\u5929\u652f\u63f4\u4e2d\u6700\u91cd\u8981\u7684KPI\u4e4b\u4e00\u662f <strong>\u9996\u6b21\u56de\u61c9\u6642\u9593\uff08FRT\uff09<\/strong>\u3002\u9019\u500b\u6307\u6a19\u8861\u91cf\u652f\u63f4\u4ee3\u7406\u4eba\u901a\u904e\u804a\u5929\u56de\u61c9\u5ba2\u6236\u8a62\u554f\u6240\u9700\u7684\u6642\u9593\u3002\u8f03\u77ed\u7684FRT\u8868\u793a\u652f\u63f4\u5718\u968a\u66f4\u6709\u6548\u7387\uff0c\u9019\u53ef\u4ee5\u5c0e\u81f4\u66f4\u9ad8\u7684\u5ba2\u6236\u6eff\u610f\u5ea6\u3002\u6b64\u5916\uff0c\u8ffd\u8e64 <strong>\u804a\u5929\u6eff\u610f\u5ea6\u5f97\u5206\uff08CSS\uff09<\/strong> \u6709\u52a9\u65bc\u8a55\u4f30\u652f\u63f4\u5718\u968a\u5728\u804a\u5929\u4e92\u52d5\u4e2d\u6eff\u8db3\u5ba2\u6236\u671f\u671b\u7684\u7a0b\u5ea6\u3002\u5be6\u65bd\u9019\u4e9bKPI\u53ef\u4ee5\u986f\u8457\u589e\u5f37\u5ba2\u6236\u4e92\u52d5\u4e26\u6539\u5584\u6574\u9ad4\u670d\u52d9\u8cea\u91cf\u3002<\/p>\n<h3>\u61c9\u7528\u7a0b\u5f0f\u652f\u63f4\u5718\u968a\u7684KPI\uff1a\u78ba\u4fdd\u8edf\u9ad4\u53ef\u9760\u6027<\/h3>\n<p>\u5c0d\u65bc\u61c9\u7528\u7a0b\u5f0f\u652f\u63f4\u5718\u968a\uff0c\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u5c08\u6ce8\u65bc\u8edf\u9ad4\u61c9\u7528\u7684\u53ef\u9760\u6027\u548c\u6027\u80fd\u3002\u6307\u6a19\u5982 <strong>\u61c9\u7528\u6b63\u5e38\u904b\u884c\u6642\u9593<\/strong> \u548c <strong>\u4e8b\u4ef6\u89e3\u6c7a\u6642\u9593<\/strong> \u662f\u81f3\u95dc\u91cd\u8981\u7684\u3002\u61c9\u7528\u7a0b\u5f0f\u6b63\u5e38\u904b\u884c\u6642\u9593\u8861\u91cf\u8edf\u9ad4\u904b\u884c\u548c\u7528\u6236\u53ef\u8a2a\u554f\u7684\u6642\u9593\u767e\u5206\u6bd4\uff0c\u800c\u4e8b\u4ef6\u89e3\u6c7a\u6642\u9593\u5247\u8ddf\u8e2a\u554f\u984c\u89e3\u6c7a\u7684\u901f\u5ea6\u3002\u901a\u904e\u76e3\u63a7\u9019\u4e9b\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff08KPI\uff09\uff0c\u7d44\u7e54\u53ef\u4ee5\u78ba\u4fdd\u5176\u61c9\u7528\u7a0b\u5f0f\u5e73\u7a69\u904b\u884c\uff0c\u6700\u7d42\u63d0\u9ad8\u7528\u6236\u9ad4\u9a57\u548c\u6eff\u610f\u5ea6\u3002\u5b9a\u671f\u5be9\u67e5\u9019\u4e9b\u6307\u6a19\u4f7f\u5718\u968a\u80fd\u5920\u8b58\u5225\u6539\u9032\u7684\u9818\u57df\u4e26\u589e\u5f37\u5176\u652f\u6301\u7b56\u7565\u3002<\/p>\n<h2>IT \u90e8\u9580\u7684\u826f\u597d KPI \u662f\u4ec0\u9ebc\uff1f<\/h2>\n<p>IT \u90e8\u9580\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\uff08KPI\uff09\u662f\u8a55\u4f30 IT \u652f\u6301\u904b\u71df\u6709\u6548\u6027\u548c\u6548\u7387\u7684\u91cd\u8981\u6307\u6a19\u3002\u826f\u597d\u7684 KPI \u61c9\u8207\u7d44\u7e54\u76ee\u6a19\u4fdd\u6301\u4e00\u81f4\uff0c\u4e26\u63d0\u4f9b\u6709\u95dc\u7e3e\u6548\u7684\u898b\u89e3\u3002\u4e00\u4e9b\u6709\u6548\u7684 KPI \u5305\u62ec\uff1a<\/p>\n<ul>\n<li><strong>\u9996\u6b21\u56de\u61c9\u6642\u9593\uff1a<\/strong> \u8861\u91cf\u56de\u61c9\u652f\u6301\u7968\u7684\u5e73\u5747\u6642\u9593\uff0c\u53cd\u6620 IT \u652f\u6301\u5718\u968a\u7684\u6548\u7387\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u6642\u9593\uff1a<\/strong> \u8ddf\u8e2a\u89e3\u6c7a\u554f\u984c\u7684\u5e73\u5747\u6642\u9593\uff0c\u6307\u793a\u652f\u6301\u6d41\u7a0b\u7684\u6709\u6548\u6027\u3002<\/li>\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5206\u6578 (CSAT)\uff1a<\/strong> \u5728\u4e92\u52d5\u5f8c\u6536\u96c6\u7528\u6236\u7684\u53cd\u994b\uff0c\u4ee5\u8a55\u4f30\u4ed6\u5011\u5c0d\u6240\u7372\u5f97\u652f\u6301\u7684\u6eff\u610f\u5ea6\u3002<\/li>\n<li><strong>\u7968\u52d9\u91cf\uff1a<\/strong> \u76e3\u63a7\u5728\u7279\u5b9a\u671f\u9593\u5167\u6536\u5230\u7684\u652f\u6301\u7968\u6578\uff0c\u5e6b\u52a9\u8b58\u5225\u8da8\u52e2\u548c\u5de5\u4f5c\u8ca0\u8f09\u3002<\/li>\n<li><strong>\u5347\u7d1a\u7387\uff1a<\/strong> \u8861\u91cf\u9700\u8981\u5347\u7d1a\u5230\u66f4\u9ad8\u652f\u63f4\u5c64\u7d1a\u7684\u7968\u8b49\u767e\u5206\u6bd4\uff0c\u986f\u793a\u6240\u9762\u81e8\u554f\u984c\u7684\u8907\u96dc\u6027\u3002<\/li>\n<\/ul>\n<h3>IT \u652f\u63f4\u5b98\u7684 KPI\uff1a\u7406\u89e3\u89d2\u8272\u548c\u8cac\u4efb<\/h3>\n<p>IT \u652f\u63f4\u5c08\u54e1\u5728\u7dad\u8b77\u7d44\u7e54 IT \u57fa\u790e\u8a2d\u65bd\u7684\u904b\u71df\u6548\u7387\u65b9\u9762\u626e\u6f14\u8457\u81f3\u95dc\u91cd\u8981\u7684\u89d2\u8272\u3002\u4e3b\u8981\u8cac\u4efb\u5305\u62ec\uff1a<\/p>\n<ul>\n<li><strong>\u6280\u8853\u652f\u63f4\uff1a<\/strong> \u63d0\u4f9b\u786c\u9ad4\u548c\u8edf\u9ad4\u554f\u984c\u7684\u5354\u52a9\uff0c\u78ba\u4fdd\u6700\u5c0f\u7684\u505c\u6a5f\u6642\u9593\u3002<\/li>\n<li><strong>\u7cfb\u7d71\u76e3\u63a7\uff1a<\/strong> \u5b9a\u671f\u6aa2\u67e5\u7cfb\u7d71\u6027\u80fd\u548c\u5b89\u5168\u6027\uff0c\u4ee5\u9810\u9632\u6027\u5730\u89e3\u6c7a\u6f5b\u5728\u554f\u984c\u3002<\/li>\n<li><strong>\u7528\u6236\u57f9\u8a13\uff1a<\/strong> \u6559\u80b2\u54e1\u5de5\u4f7f\u7528 IT \u5de5\u5177\u548c\u6700\u4f73\u5be6\u8e10\uff0c\u4ee5\u63d0\u9ad8\u751f\u7522\u529b\u3002<\/li>\n<li><strong>\u6587\u6a94\uff1a<\/strong> 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data-essbisPostUrl=\"https:\/\/messengerbot.app\/zh_tw\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/\" data-essbisPostTitle=\"Essential KPIs for IT Support: Measuring Success and Driving Improvement in Technical Support Teams\" data-essbisHoverContainer=\"\"><p>Key Takeaways Understanding essential KPIs for IT support is crucial for enhancing performance and driving improvement. Key metrics like First Call Resolution (FCR) and Customer Satisfaction Score (CSAT) significantly impact user satisfaction. Monitoring Ticket Resolution Time and Network Uptime helps ensure operational efficiency and reliability. Implementing KPI examples for IT support can guide staffing decisions [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":257155,"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-257156","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/posts\/257156","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/users\/14928"}],"replies":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/comments?post=257156"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/posts\/257156\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/media\/257155"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/media?parent=257156"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/categories?post=257156"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/zh_tw\/wp-json\/wp\/v2\/tags?post=257156"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}