Toshiba STRATA CS Call Center Scoreboard Add-on1, Руководство пользователя

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Call Center Scoreboard
Call Center Statistics You Can Display
Stratagy CS Call Center Scoreboard User Guide 08/02
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Calls Waiting CW
Number of calls currently waiting for an
available agent.
Calls Placed CP
Number of outbound calls placed from
the queue since the beginning of the
day, period, or shift.
✕
Current Queue Calls CQC
Number of calls currently in the queue.
Includes calls waiting as well as calls
connected with an agent. (See also
Active Queue Calls and Calls
Waiting.)
✕
Longest Active Hold
Time
LAHT
Longest amount of time a current call
has been on hold. This statistic counts
only calls that have been placed on
hold by an agent, not calls waiting in
the queue (see Longest Active Wait
Time). Calls already on hold when the
Call Center Scoreboard was started
are not counted.
✕
Longest Active
Offering
LAO
Longest amount of time an agent has
been in the Offering state, meaning a
queue call has been ringing the agent’s
phone.
✕
Longest Active No
Answer
LANA
Longest amount of time an agent has
been in the No Answer state, meaning
the most recent queue calls to the
agent have been unanswered.
✕
Longest Active Ready LAR
Longest amount of time an agent has
been ready to take a queue call.
Shows agent’s name.
✕
Longest Active
Standby
LAS
Longest amount of time an agent has
been in the Standby state, meaning the
agent is On Break or in a non-queue
call. Shows agent’s name.
✕
Statistic
Wallboard
Code
Description
Scoreboard
Only