Defining Threshold Templates

Within the Supervisor Work Area, Threshold Templates define the conditions that generate alarms (alerts). A Threshold Template contains one or more thresholds for a given type of contact center object. For example, an Agent Threshold Template could contain thresholds for the following statistics:

Once a Threshold Template has been defined, it can be assigned to one or more objects. For further information, see Assigning Thresholds to Objects.

Note: Supervisor Work Area views are changed immediately after Threshold Templates are assigned, modified, or deleted.

To manage the Threshold Templates:

  1. Log in to the Genesys Desktop application. For further information, see Accessing the Supervisor Work Area.

  2. From the action bar, select Supervisor > Settings > Threshold Templates.

  3. In the Threshold Templates window, use the New, Copy, Edit, Set As Default, and Delete buttons as necessary. For further information, see the tables below.

For further information about alarms, see Viewing Alarms Overview.

Threshold Templates Window

A Threshold Template contains a set of thresholds for a given type of object.

It is possible to define multiple Threshold Templates for a given type of object; however, each object can point to only one Threshold Template. For further information, see Assigning Thresholds to Objects.

Use the Threshold Templates window to define and manage Threshold Templates.

Settings and Buttons

Threshold Templates Table

Threshold Template

Name of the Threshold Template.

Description

Description of the Threshold Template.

New

Click to define a new Threshold Template. For further information, see the Threshold Template Wizard section below.

Copy

Click to copy an existing Threshold Template. For further information, see the Threshold Template Wizard section below.

Edit

Click to edit an existing Threshold Template. For further information, see the Threshold Template Wizard section below.

Set As Default

Click to define the template that is used when an object's Threshold Template field is set to Use Default Template. For further information, see Assigning Thresholds to Objects.

Delete

Click to delete one or more selected Threshold Templates.

Window Buttons

Close

Click to close the Thresholds Templates window.

Threshold Template Wizard

Object Type, Name, and Description Screen

Use the Object Type, Name, and Description screen to define the basic properties of a Threshold Template.

Settings and Buttons

Settings

Object Type

Select the type of object that will be managed by the Threshold Template.

Name

Enter a name for the Threshold Template.

Description

Enter a brief description of the Threshold Template.

Window Buttons

Next

Click to go to the next screen of the Threshold Template Wizard.

Cancel

Click to close the Threshold Template Wizard without saving your changes.

Thresholds Screen

Use the Thresholds screen to define low and high thresholds for the available user statistics.

Settings and Buttons

Thresholds Table

Statistic

Full name of the statistic.

Under

The Supervisor Desktop enables you to define three levels of under-target thresholds: Minor, Major, and Critical. An under-target threshold is breached when a statistic falls below a specified value.

Over

The Supervisor Desktop enables you to define three levels of over-target thresholds: Minor, Major, and Critical. An over-target threshold is breached when a statistic exceeds a specified value.

E-Mail Notification (New)

If a given set of thresholds can potentially generate e-mail notifications, a check mark is present in this column. For further information, see Edit Thresholds Window.

New Conditional Thresholds

Click to define a set of thresholds as being active only when a specified set of conditions is present. For example, you might use this feature to define a set of thresholds that is active only when another statistic is above a specified value.

Edit

Click to modify the thresholds and e-mail notification settings for a selected statistic. For further information, see Edit Thresholds Window.

Delete

Click to delete a set of conditional thresholds.

Window Buttons

Back

Click to go back to the previous screen of the Threshold Template Wizard.

Finish

Click to save your changes and close the Threshold Template Wizard.

Note: Supervisor Work Area views are changed immediately after Threshold Templates are applied, modified, or deleted.

Cancel

Click to close the Threshold Template Wizard without saving your changes.

Edit Thresholds Window

Use the Edit Thresholds window to define the thresholds for one statistic.

Settings and Buttons

General Settings Section

Statistic

Full name of the current statistic.

Condition Set Name

If you are defining conditional thresholds, enter a name for the condition set.

Condition Set Description

If you are defining conditional thresholds, enter a brief description of the condition set.

Conditions Section

Field

Select an appropriate field (property).

Condition

Select an appropriate condition.

Value

Select or enter an appropriate value.

Add

Click to add a condition to the table.

Condition table

Displays the conditions that must exist before the threshold settings result in alarms.

Delete

Click to delete a selected condition.

Thresholds Section

Enable (Check Box)

 

Click to enable or disable a threshold.

Threshold Value

Click the arrows to adjust the value of each threshold. You can define both under-target thresholds and over-target thresholds.

Alarm Notification Via E-Mail Section

Under-Target Trigger Level

Define the under-target alarm level at which e-mails are first sent to the E-Mail Notification List that is configured for each object. For further information, see Sending Alarm Notifications via E-Mail.

Over-Target Trigger Level

Define the over-target alarm level at which e-mails are first sent to the E-Mail Notification List that is configured for each object. For further information, see Sending Alarm Notifications via E-Mail.

E-Mails

 

   Alarm increase and decrease until level is Normal

Select if you want to send notification e-mails for each alarm level increase or decrease until the level is Normal. For further information, see Sending Alarm Notifications via E-Mail.

   Alarm increase only

Select if you want to send e-mails only for each alarm level increase. For further information, see Sending Alarm Notifications via E-Mail.

Window Buttons

OK

Click to save your changes and close the Edit Thresholds window.

Cancel

Click to close the Edit Thresholds window without saving your changes.