Toshiba STRATA CS Commutation Server User Manual page 38

Call Center Scoreboard
Call Center Statistics You Can Display
Statistic
Percent of Calls
Abandoned
Percent of Calls
Answered
Queue Status
Ring No Answers
Total Talk Time
Total Wait Time -
Abandoned
Total Wait Time -
Answered
30
Wallboard
Code
Percentage of calls in which the caller
hung up or used a special key to
transfer out of the queue before being
PCB
connected with an agent, compared to
the total number of inbound calls
received by the queue.
Percentage of calls in which the caller
was connected with an agent,
PCA
compared to the total number of
inbound calls received by the queue.
Open - the queue is currently sending
incoming calls to agents.
STATUS
Closed - the queue is not currently
sending incoming calls to agents.
Number of times an agent in the queue
has not answered a queue call sent to
them. Note: this statistic is reset to 0
RNA whenever you exit and restart the Call
Center Scoreboard. It is also reset to 0
at midnight along with other daily
statistics.
Total amount of time that callers have
TTT spent connected with agent since the
beginning of the day, period, or shift.
Total length of time spent waiting for an
agent by callers who hung up or chose
TWB a special key option to transfer or leave
voice mail, since the beginning of the
day, period, or shift.
Total amount of time that callers waited
for an agent before their calls were
TWA
answered, since the beginning of the
day, period, or shift.
Stratagy CS Call Center Scoreboard User Guide
Description
Scoreboard
Only
08/02