Toshiba STRATA CS Commutation Server User Manual page 42

Call Center Scoreboard
Sending Statistics to Wallboard Display Unit
Displaying Statistics with the Spectrum Ultra Link II Software
When using the Ultra Link II software to configure Call Center Scoreboard statistics
for a wallboard, bear in mind the following notes.
Statistics Appear as Acronyms
In the Ultra Link II software, Call Center Scoreboard statistics appear as acronyms.
For a key to the acronyms, see
All Statistics for All Queues Are Available
In the Ultra Link II software, you may see more statistics available than were
displayed in the Call Center Scoreboard window. The Ultra Link II software makes
available each statistic shown in the window for each queue represented in the
window. For example, if the window shows the Ring No Answer stat for the Sales
queue and the Calls Waiting stat for the Support queue, the Ultra Link II software
would make available both stats for both queues.
Total Window Values Must Be 80 Characters or Less
The Ultra Link II software cannot read statistic values from a Call Center Scoreboard
window in excess of 80 characters. Therefore, the different statistics in a window must
add up to a total display length of 80 characters or less. Be especially aware of
statistics that display an agent's name—these take up 15 characters each, so you
would be able to put only five such statistics in a window.
The following table shows the display lengths for each type of statistic.
Type
Numbers
Percentages
Time Displays
Status
Text
34
"Call Center Statistics You Can Display"
Length
3 Agents Available, Ring No Answers
Percent of Agents Available,
7
Percent of Calls Abandoned
8 Longest Call, Average Wait Time
10 (Applies only to Queue Status)
15 Most Calls Answered, Most Calls Placed
Stratagy CS Call Center Scoreboard User Guide
Examples
on page 24.
08/02