Call Center Scoreboard
Sending Statistics to Wallboard Display Unit
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Stratagy CS Call Center Scoreboard User Guide 08/02
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
“Call Center Statistics You Can Display”
on
page 24
.
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
Length
Examples
Numbers
3
Agents Available, Ring No Answers
Percentages
7
Percent of Agents Available,
Percent of Calls Abandoned
Time Displays
8
Longest Call, Average Wait Time
Status
10
(Applies only to Queue Status)
Text
15
Most Calls Answered, Most Calls Placed
