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Toshiba STRATA CS Commutation Server User Manual page 37

Call center scoreboard add-on
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Statistic
Longest Wait Time
Most Calls - All
Most Calls - Answered
Most Calls - Placed
Percent Active Calls
Inbound
Percent Active Calls
Outbound
Percent of Agents
Available
Percent of Agents on
Inbound Calls
Percent of Agents on
Outbound Calls
Percent of Agents
Signed in
Stratagy CS Call Center Scoreboard User Guide
Wallboard
Code
Longest time a caller spent waiting in
LWT
queue for an available agent since the
beginning of the day, period, or shift.
Agent who has handled the most calls
from the queue, and the number of
MCL
calls, since the beginning of the shift,
or day if no shift is defined.
Agent who has answered the most
inbound calls from the queue, and the
MCA
number of calls, since the beginning of
the shift, or day if no shift is defined.
Agent who has placed the most
outbound calls from the queue, and the
MCP
number of calls, since the beginning of
the shift, or day if no shift is defined.
Percentage of active calls that are
PACI
inbound calls.
Percentage of active calls that are
PACO
outbound calls.
Percentage of agents who are ready to
AA
take queue calls, compared to the total
number agents in the queue.
Percentage of signed-in agents
PAIC
currently connected with an inbound
queue call.
Percentage of signed-in agents
PAOC
currently on an outbound queue call.
Percentage of agents currently signed
in, compared to the total number of
PAS
agents in the queue. Note that signed-
in agents may not be Available.
08/02
Call Center Scoreboard
Call Center Statistics You Can Display
Description
Scoreboard
Only
29

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