Application Threshold Levels

[110BlockHead]

Hello,

I'm looking at the aplication thresholds for one of my call centers in Contact Center Manager. I see that all the enabled thresholds are set for 5 under Level 1, and 10 under Level 2. Can someone explain to me what those levels represent?

Thanks in advance.

 

[Funk49]

This is from Help - On This Window in Contact Center/Configuration/Threshold classes;

In the Level 1 box, type the value for the low end of the normal range for display thresholds. For pegging thresholds, enter the cut-off value for this statistic.

Note: You must define the service level threshold for both Application and Skillset statistics. However, the values for each type of statistic can be different. When setting the service level pegging threshold for application statistics, you may want to factor in the time the call spends navigating menus and announcements before the Queue To Skillset command is given.

The Calls Answered After Threshold value for Skillset statistics is the number of local and incoming network skillset calls answered after a delay greater than or equal to the service-level threshold for this skillset. Delays are calculated from the time the call is queued at the skillset to the time the call is answered.

For display thresholds only, in the Level 2 box, type the value for the high end of the normal range.

 

[Funk49]

And with those low and high values you can also trigger Real Time Reporting changes to billboards or Call Waiting queues to try and notify agents that a level of waiting callers has exceed you limit/value and then it could change the real time report's font color, background color, have it pop to the front of the desktop, or whatever to grab the attention of the agents not logged in or the supervisor, etc.

Threshold settings: Value
Below Level 1:

Between Level 1 & 2:

Above Level 2:

Pop to front on threshold:
Alert tone: OffChordDingChimesTada

 

[110BlockHead]

Thanks Funk49. I appreciate it.