• 5.19 • 5.2 • 5.3 • 5.8

Real-Time Metric Alerts

You can set thresholds for some of the service, campaign, and agent metrics and be visually alerted whenever the current values of the corresponding metrics reach those thresholds.

Alert configuration option

Visual alerts are provided in two forms: a pop-up window and a color change in the metrics view. You can configure a different alert color for each metric and choose whether the text or the background of the corresponding cell will be highlighted with this color. Whenever a configured threshold is reached for a specific metric:

• A pop-up window will be displayed with the metric name and its actual current value.

• The actual real-time value of this metric will be highlighted with a selected color in the metrics view. When the actual value drops below the threshold, the alert will be cleared, i.e., the metric value will again be displayed with the regular color.

Alerts can appear as pop-up windows

How to Set Threshold Values

1. Click the Settings in the upper right corner of the Agent Desktop.
2. Select Alert Configuration from the drop-down menu.
3. Click in the area adjacent to the name of the statistic for which you would like to set or change the threshold and select the Custom box.
4. Enter the desired threshold value.
5. Click Apply.

Alert configuration

Changing Alert Colors

You can customize the color of the text and background of alerts. Do do this, follow these steps:

1. Click the Settings in the upper right corner of the Agent Desktop.
2. Select Alert Configuration from the drop-down menu.
3. Click in the area adjacent to name of the statistic that you would like to change the color of and select the Custom box.
4. From here, click the Color field to access Alert Colors.
5. Select the color of the text or the background (or both) as it shall appear when the actual metric value reaches the specified threshold, and click OK.
6. Back in Alert Configuration, click Apply.

Customize alert colors

How to Set System-Wide Thresholds

Depending on your privileges, you may be able to make the thresholds that you define available system-wide (i.e., to all other supervisors in your contact center). Note that they may still be able to customize these thresholds for their own desktops. To apply your thresholds system-wide, follow these steps:

1. Click the Settings in the upper right corner of the Agent Desktop.
2. Select Alert Configuration from the drop-down menu.
3. Click in the area adjacent to the name of the statistic for which you would like to set or change the threshold and select the Custom box.
4. Enter the desired threshold value.
5. Click the Set as System Default button.

Changing threshold settings

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