Statistic-Level Alarms

The Supervisor Work Area enables you to display multiple statistics for contact center objects. For example, a contact center might collect the following telephony performance statistics for Agents:

The administrator could define one or more of the following thresholds for each statistic:

A Threshold Template contains a set of thresholds for a given type of object. For example, a contact center could create the following Threshold Template for Agents who handle consumer sales calls.

Agent Threshold Template—Consumer Sales

 

Low Thresholds

High Thresholds

Statistic

Critical

Major

Minor

Minor

Major

Critical

Average Inbound Time

00:02:00

00:02:30

00:03:00

00:05:00

00:06:00

00:07:00

Average Outbound Time

00:03:00

00:03:30

00:04:00

00:06:00

00:07:00

00:08:00

Average Consult Time

00:02:30

00:03:00

00:03:30

00:05:30

00:06:30

00:07:30

Average Handle Time

00:04:00

00:04:30

00:05:00

00:07:00

00:08:00

00:09:00

 

It is possible to define multiple Threshold Templates for a given object type; therefore, the same contact center could define another Threshold Template for Agents who handle corporate sales calls.

Agent Threshold Template—Corporate Sales

 

Low Thresholds

High Thresholds

Statistic

Critical

Major

Minor

Minor

Major

Critical

Average Inbound Time

00:04:00

00:04:30

00:05:00

00:07:00

00:08:00

00:09:00

Average Outbound Time

00:05:00

00:05:30

00:06:00

00:08:00

00:09:00

00:10:00

Average Consult Time

00:04:30

00:05:00

00:05:30

00:07:30

00:08:30

00:09:30

Average Handle Time

00:06:00

00:06:30

00:07:00

00:09:00

00:10:00

00:11:00

 

The contact center could apply the Consumer Sales Threshold Template to Agents who handle consumer sales calls, and the Corporate Sales Threshold Template to agents who handle corporate sales calls.

For further information, see Defining Threshold Templates and Assigning Thresholds to Objects.

The following actions occur when a threshold is violated:

Alarms are included in the details information for all objects that include statistics. For further information, see Displaying Object Lists and Objects Overview.

For further information, see Aggregate Alarms Levels.

If you are an administrator, see Alarm Notification Via E-Mail Overview for further information.