Define a Threshold in Analytics for Contact Center

Objective

Define a threshold in Analytics for Contact Center.

Applies To

• Contact Center

• Configuration Manager

• Wallboards

Answer

1. Log in to Analytics for Contact Center.

2. Go to Settings > Thresholds.

3. Select New Set.
   

4. Select either a Queue Set or Agent Set. 

5. Select New Threshold.

6. In the Threshold setup Panel, define:    

   1. The metric type.

   2. The specific metric you are interested to monitor closely.

   3. The Warning levels values, colors, or sounds to play.      

      • Warning Level

      • Danger Level

      • Success Level
        

7. After saving the Threshold setup, you can set a dedicated name for it and assign it to the desired queue.
   

8. The set threshold will appear in the Dashboard or Wallboard for the selected metric and queue.