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