Configuring threshold values for queues

You must have rights to create queues and to view contact center.

You use this procedure to configure queue-specific levels for critical times and warning times. These levels can be configured for all queue types and apply to the following user interfaces:

  • Communication Panel (the Queues view)

  • Dashboard (the Queue Status table)

  • Communication Desktop (CDT)

  • Embedded Communications Framework (ECF)

When the defined levels are reached, the user interfaces show red color for critical level and yellow color for warning level.

To define contact-specific critical and warning times for e-mails in CDT, see Entering Basic Information for Queues.

The levels have no default values, and they do not affect the answered-on-time limit that is used in Online Monitoring and Reporting, or vice versa, but they can be used as a warning that the answered-on-time limit is near. Configure this value in Queue Management > Queues, in a queue's Reporting and Monitoring block.

The critical or warning level of:

  • Serving agents is reached when the number of serving agents is the same or less than the defined threshold value.

  • Queueing time, number of queueing contacts and free agents is reached when they are the same or more than defined threshold value.

  • Service level is reached when the value is the same or less than the defined threshold value.

  1. On the System Configurator main screen, choose Queue Management > Queues.
  2. Search for the queue whose settings you want to configure.

    The search result list appears.

  3. Choose the queue by double-clicking it.
  4. Choose Threshold Values for Queue Statistics.
  5. Enter the values:
    Table 1. Queueing times

    Field

    Description

    Critical Level of Queueing Time

    Queueing time is the time the oldest conversation in the queue has been queueing.

    Enter a higher value for the critical level.

    The values affect the Longest Queueing Time column in CDT and ECF.

    Warning Level of Queueing Time

    Table 2. Conversations

    Field

    Description

    Critical Level of Queueing Conversations

    Queueing conversations is the number of queueing contacts.

    Enter a higher value for the critical level.

    The values affect the Queueing column in CDT and ECF.

    Warning Level of Queueing Conversations

    Table 3. Service level

    Field

    Description

    Critical Level of Service Level

    This is the service level percentage of conversations. Enter a value between 0-99.

    Enter a lower value for the critical level.

    Warning Level of Service Level

    Table 4. Agents

    Field

    Description

    Critical Level of Serving Agents

    Serving agents means the number of agents who:

    • Have the Ready status and are logged on to the queue

    • Have no absence profile activated

    • Can have open accepted coversations

    Enter a higher value for the warning level.

    The values affect the Serving Agents column in CDT and ECF.

    Warning Level of Serving Agents

    Critical Level of Free Agents

    Free agents means the number of agents who:

    • Have the Ready status and are logged on to the queue

    • Have no absence profile activated

    • Have no conversations unless multi-task or multi-chat function has been enabled for them in which case they are considered free until the maximum number simultaneous chats or tasks have been reached

    Enter a higher value for the critical level.

    The values affect the Free Agents column in CDT and ECF.

    Warning Level of Free Agents

  6. Save your entries.