Call Center Statistics You Can Display - Toshiba STRATA CS Commutation Server User Manual

Call Center Scoreboard

Call Center Statistics You Can Display

Call Center Statistics You Can Display
The following table describes all the statistics that you can display in the Call Center
Scoreboard.
The statistics monitor a queue as a whole only.
Note
To monitor agent performance, use the Agent Activity window as described in
"Viewing Agent Status" on page
described in the Strata CS Call Center Administrator Guide.
The "Wallboard Code" column contains the acronyms that display in the Spectrum
Ultra Link II software when you use it to send these statistics to a Spectrum wallboard.
(See "Sending Statistics to Wallboard Display Unit" on page
no other use.
The "Scoreboard Only" column has a check for statistics that are available only in the
Call Center Scoreboard, not in the Queue Monitor.
Note You can choose whether a statistic displays totals for the current day, shift, or
period. See
Statistic
Active Queue Calls
Agents Available
Agents Signed In
24
7, and the Client's Queue Monitor view as
"Defining a Statistics Window" on page
Wallboard
Code
Number of queue calls currently
connected with an agent. (See also
AQC Calls Active Inbound and Calls
Active Outbound, as well as Current
Queue Calls.)
Number of signed-in agents who are in
a personal status that accepts queue
AAV
calls, such as Available or Available
(Queue Only).
Number of agents currently signed in to
the queue. These agents will receive
ASI
incoming queue calls if they are in the
Ready state.
Stratagy CS Call Center Scoreboard User Guide
32.) The acronyms have
12.
Description
Scoreboard
Only
08/02