Adding a new threshold class

Last Updated : Aug 25, 2023 |

About this task

Supervisors can add a new threshold class to determine how measures are treated in real-time views.

  • Some measures relate to the agent or contact state. If you select any of these measures to add a threshold, you must also select the corresponding agent or contact state.

  • You cannot add thresholds for some measures.

Procedure

  1. Log in to Realtime Reporting.
  2. Click the Dashboard Preferences icon.
  3. Click Thresholds Manager.
  4. On the Thresholds Manager page, click the Add New icon.
  5. In the Name field, type a name for the new threshold class.
  6. In the Description field, type the description of the new threshold class.
  7. From the Producer list, select a producer that Analytics for Avaya Experience Platform™ Public Cloud provides.
  8. From the Measures list, scroll down to select the measure to add a threshold.

    You can select multiple measures to add to the Thresholds pane.

  9. From the list for each measure, select a color for each threshold.

    Real-time views use this color to highlight measures when the measure breaches the configured threshold values.

  10. In the Value fields, select a minimum and maximum value for each threshold range. You can leave values for some thresholds blank.

    • If you enter a numerical value, the threshold makes a greater than or equal to comparison.

    • If you enter a string value, the threshold makes an exact match. For example, an exact match of an agent state or reason code.

    • For state values, you must select the corresponding state and type the numerical threshold values for each state. For time in state measures, you can set thresholds based on the duration a measure is in a defined state.

  11. To add more thresholds for each measure, click Add Threshold.
  12. Optional If you add measures related to the agent or contact state, select the state from the list.
  13. Click Save.

    By default, all new threshold classes are private and visible only to the user that creates them.

  14. Optional To share the view, enable the Shared switch.

    You can share a view if you log in as a reporting administrator.

Related information
Using real-time threshold