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Toshiba STRATA CS Commutation Server User Manual page 34

Call center scoreboard add-on
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Call Center Scoreboard
Call Center Statistics You Can Display
Statistic
Call Recordings in
Inbox - Unheard
Calls Abandoned
Calls Active Inbound
Calls Active Outbound
Calls Answered
Calls Completed
Calls On Hold
Calls Received
26
Wallboard
Code
Number of unheard call recordings in
RIU
the queue's Inbox.
The number of callers who hung up,
transferred out, or left voice mail while
CPB
waiting in the queue, since the
beginning of the day, period, or shift.
Number of inbound queue calls
NAIC
currently connected with an agent.
Number of current outbound queue
calls.
NAOC
Number of calls that have been
PSN
connected with an agent since the
beginning of the day, period, or shift.
Number of completed calls in which a
caller talked with an agent since the
PSC
beginning of the day, period, or shift.
Completed calls are calls that ended by
hanging up or transferring.
Number of current calls that were
placed on hold by an agent since the
beginning of the day, period, or shift.
This is not the number of calls waiting
CH
in the queue (see Calls Waiting). Calls
already on hold when the Call Center
Scoreboard was started are not
counted.
Number of calls received by the queue
since the beginning of the day, period,
REC
or shift., whether or not the call was
connected with an agent.
Stratagy CS Call Center Scoreboard User Guide
Description
Scoreboard
Only
08/02

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