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Toshiba STRATA CS Commutation Server User Manual page 33

Call center scoreboard add-on
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Statistic
Agents Standby
Agents Wrap-up
Agents Unavailable
Average Talk Time
Average Wait Time -
Abandoned
Average Wait Time - All
Average Wait Time -
Answered
Call Recordings in
Inbox - All
Stratagy CS Call Center Scoreboard User Guide
Wallboard
Code
Number of agents currently in the
Standby state, meaning that their
AS
personal status is On Break or they are
in a non-queue call.
Number of agents currently in the
wrap-up state. Each agent can have a
AWR
unique amount of time for wrap-up,
used to process paperwork following a
call.
Number of agents currently signed in
but in a personal status other than
AU
Available, Available (Queue Only), or
On Break.
Average length of time that callers
have spent connected to an agent
ATT
since the beginning of the day, period,
or shift.
Average length of time spent waiting
for an agent by callers who hung up or
AWB
chose a special key option to transfer
or leave voice mail, since the beginning
of the day, period, or shift.
Average length of time all callers spent
AWL
waiting for an agent, since the
beginning of the day, period, or shift.
Average length of time spent waiting
for an agent by callers whose calls
AWA
were answered, since the beginning of
the day, period, or shift.
Number of call recordings in the
RIA
queue's Inbox.
08/02
Call Center Scoreboard
Call Center Statistics You Can Display
Description
Scoreboard
Only
25

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