Stratagy CS Call Center Scoreboard User Guide 08/02
1
Call Center Scoreboard
The Call Center Scoreboard Add-on is an invaluable tool for Strata CS call center
managers who need to closely watch critical statistics and receive statistic-based
alarms, or show statistics to groups of agents on wallboards to motivate and inform.
The Call Center Scoreboard can do the following:
•
Display 54 different call center statistics, including 37 that are not found in the
Strata CS Client, such as Ring No Answers, Longest Active Waiting Call, and
more. For a complete list of available statistics, see
“Call Center Statistics You Can
Display” on page 24
.
•
Show a real-time view of all agent activity, with alarm colors when an agent’s time
in a state exceeds configurable thresholds. For example, see at a glance how many
agents are currently available to take calls (example shown below). See
“Viewing
Agent Status” on page 7
.
