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