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Toshiba STRATA CS Commutation Server User Manual page 35

Call center scoreboard add-on
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Statistic
Calls Waiting
Calls Placed
Current Queue Calls
Longest Active Hold
Time
Longest Active
Offering
Longest Active No
Answer
Longest Active Ready
Longest Active
Standby
Stratagy CS Call Center Scoreboard User Guide
Wallboard
Code
Number of calls currently waiting for an
CW
available agent.
Number of outbound calls placed from
CP
the queue since the beginning of the
day, period, or shift.
Number of calls currently in the queue.
Includes calls waiting as well as calls
CQC
connected with an agent. (See also
Active Queue Calls and Calls
Waiting.)
Longest amount of time a current call
has been on hold. This statistic counts
only calls that have been placed on
hold by an agent, not calls waiting in
LAHT
the queue (see Longest Active Wait
Time). Calls already on hold when the
Call Center Scoreboard was started
are not counted.
Longest amount of time an agent has
been in the Offering state, meaning a
LAO
queue call has been ringing the agent's
phone.
Longest amount of time an agent has
been in the No Answer state, meaning
LANA
the most recent queue calls to the
agent have been unanswered.
Longest amount of time an agent has
LAR
been ready to take a queue call.
Shows agent's name.
Longest amount of time an agent has
been in the Standby state, meaning the
LAS
agent is On Break or in a non-queue
call. Shows agent's name.
08/02
Call Center Scoreboard
Call Center Statistics You Can Display
Description
Scoreboard
Only
27

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