UI Settings

Administrators can create templates that define user interface settings. If you have been given rights to these settings templates, they are available in a drop-down menu on the right side of the Summary view.

You cannot modify the template in the Online Monitoring application, but you can define your own user interface settings in Tools > Settings > UI Settings.

You can adjust the following settings:

General Parameters

Time Resolution: Define the time interval that is displayed in the data graphs of the Summary view and used in the monitoring calculations. The choices are 15, 30, and 60 minutes. The default value is 60.

Summary View

Update Interval for Call Statistics: Define how often the statistics view in the Summary view is updated. Choices are from 5 to 60 seconds with 5-second intervals. The default value is 30.

Agent Statistics: Define how often the statistics view at the bottom of the Summary view is updated. Choices are from 10 to 60 seconds with 10-second intervals. The default value is 30.

Agents’ Active Contacts

Max Number of Displayed Agents: Define the number of agents displayed in the Agents Active Contacts view. Administrators define the maximum for this setting in System Configurator (Reporting > Statistics Settings > Monitoring Settings).

Refresh Interval: Define the interval that is used between updating the view when the Auto Refresh option is selected. Administrators define the minimum for this setting in System Configurator (Reporting > Statistics Settings > Monitoring Settings).

Added in SP06.

Agent Statistics

Ask for Confirmation: Define if the supervising tasks, such as changing external agent status, ask for confirmation or not.

Contact View

Max Contact Search Time Range in Hours: Define the maximum time range for contact search. The default value is 24 hours.

Note:

Do not set the value greater than 569 hours, Contact View does not work correctly with higher values. Online Monitoring is intended for monitoring the current situation. Use reporting applications, such as SAP BusinessObjects Business Intelligence, to get a view of long-term trends.

Table View

Define critical and warning limits for all calls, abandoned calls, average waiting time, and service level in overall, application and queue data tables.

View Template Settings

Retrieve Current Values: Set the values you have adjusted by dragging the limit lines in the user interface.

Select View Template: Choose the set of settings you want to modify. To add a new set, choose Add New. To delete the chosen set, choose Delete.

Show Element: Select the item if you want to include the variable in the Summary view.

Show Current Value: Select the item to display the current value in the Summary view bar graphs. If it is not selected, the current value is displayed when the cursor is placed on the bar graph.

Ordinal: Define the ordinal number to set the order of the bar graphs in the Summary view.

Graph

Maximum Value

Critical Limit

Warning Limit

Call Settings

Calls: In Queue

10

5

3

Calls: Longest Waiting Time

20

15

10

Calls: Avg. Waiting Time

20

15

10

Calls: Avg. Talking Time

90

60

45

Calls: Avg. Hang-up Time

60

45

30

Calls: Abandoned

20

10

5

Calls: SL of 30 Min

100 (permanent)

80

90

Calls: SL of 2 Hours

100 (permanent)

80

90

Calls: SL of 1 Day

100 (permanent)

80

90

Calls: Out

10

5

3

E-Mail Settings

E-Mails: In Queue

10

8

5

E-Mails: Longest Waiting Time

600

480

300

E-Mails: Avg. Waiting Time

300

240

120

E-Mails: SL of 1 Day

100

90

80

Chat Settings

Chats: In Queue

10

5

3

Chats: Longest Waiting Time

180

90

60

Chats: Avg. Waiting Time

120

60

40

Chats: SL of 2 Hours

100

90

80

Chats: SL of 1 Day

100

90

80

Callback Settings

Callbacks: In Queue

10

5

3

Callbacks: Longest Waiting Time

180

90

60

Callbacks: Avg. Waiting Time

120

60

40

Callbacks: SL of 2 Hours

100

90

80

Callbacks: SL of 1 Day

100

90

80