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Rules

Important
Access to metrics, time profiles, thresholds and rules is controlled by user roles defined by your administrator (role-based access). Only metrics, time profiles, thresholds and rules to which you have access are visible.

Rules are conditions that continuously monitor statistics. Alerts help to focus your attention on the most important issues affecting performance. Rules also count events throughout an interval of time, which allows them to trigger alerts based on the frequency of events.

Rules evaluate and trigger on agent metrics, but not on team metrics.

The frequency of an alert is a leading indicator of good or bad trends. It is good practice to learn to make use of alerts to quickly focus on problem areas.

For example, an agent might have more than ten agent calls transferred in the past ten minutes. If a rule is triggered based on this high frequency of transferred calls, an alert is generated.

Types of Thresholds and Rules

The five types of thresholds and rules are:

Class Explanation Action
Threshold Based on a count Change text red or yellow
Threshold Based on an average or maximum time value Change text red or yellow
Threshold Based on the duration of an agent’s state Change text red or yellow
Rule Based on the frequency of calls held or calls transferred Issue a red alert
Rule Based on the frequency of (long or short) call durations or wrap times Issue a red alert

Agent Alert Indicators

Red.gif Red indicates at least one critical alert.

Green.gif Green indicates no alerts are active: the value is normal.

Gray.gif A gray icon indicates the agent is not logged in.

This page was last edited on March 28, 2015, at 00:23.
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