Adding a new threshold class

Last Updated : Aug 25, 2023 |
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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.
  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.
    ADDITIONAL INFORMATION:
    You can select multiple measures to add to the Thresholds pane.
  9. From the list for each measure, select a color for each threshold.
    ADDITIONAL INFORMATION:
    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.
    ADDITIONAL INFORMATION:
    • 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. If you add measures related to the agent or contact state, select the state from the list.
  13. Click Save.
    ADDITIONAL INFORMATION:
    By default, all new threshold classes are private and visible only to the user that creates them.
  14. To share the view, enable the Shared switch.
    ADDITIONAL INFORMATION:
    You can share a view if you log in as a reporting administrator.
Related linksUsing real-time threshold