Enter the name of the threshold.

Enter a brief description of the threshold.

Select the existing queue to which you want to assign the threshold. You can select multiple queues.

Select a channel to associate with the threshold. You can select a single channel for each threshold. Typically, response times for emails are longer than those for chat, voice, or messaging. Select from the following:

• Voice
• Chat
• Email
• Messaging

Enter a number of seconds or minutes. Agents must respond to this interaction within this limit.

Select a number of seconds or minutes.

Click to add a new threshold.

Select a channel to associate with the threshold. You can select a single channel for each threshold.

Enter a number of seconds or minutes. Typically, customers set this value to 1 or 2 seconds. This configuration enables customers to count the number of interactions which were abandoned before this limit. The threshold setting does not have impact on any other abandoned measures.

Select a number of seconds or minutes.

Click to add a new threshold.