Activation thresholds for Interruptible Aux
Use Interruptible Aux to notify and make agents in the Auxiliary (AUX) work available to receive calls.
Threshold type |
Activation criteria |
Description |
Calls warning threshold |
More than X calls are in a hunt group queue |
Communication Manager activates Interruptible Aux if the number of calls in a queue for a hunt group exceeds the threshold. For example, if you select calls-warning-threshold and administer the threshold at 20 calls, Communication Manager notifies interruptible agents in the AUX work mode if the number of calls in the queue is more than 20. |
Service level target |
Less than X % of calls answered in Y seconds |
Communication Manager activates Interruptible Aux if the percentage of calls that agents answer within the specified number of seconds is less than the administered level. For example, you decide that agents must answer 90 % of the calls within 10 seconds, but agents do not meet the administered target. Communication Manager notifies interruptible agents in the Auxiliary (AUX) work mode to ensure that agents answer 90 % of the calls within 10 seconds. |
Time warning threshold |
The oldest call is in the queue for more than Y seconds |
Communication Manager activates Interruptible Aux if the oldest call is in a queue for more than the administered number of seconds. For example, if you select time-warning-threshold and administer the wait time for the oldest call as 60 seconds, Communication Manager notifies interruptible agents in the Auxiliary (AUX) work mode if the oldest call is in the queue for more than 60 seconds. |
Deactivation thresholds for Interruptible Aux
If you administer an activation threshold, you must administer a deactivation threshold to turn off agent notifications.
Threshold type |
Deactivation criteria |
Description |
Calls warning threshold |
Less than X calls in a hunt group queue |
Communication Manager turns off agent notifications when the number of calls in a queue is less than the administered threshold. |
Service level target |
More than X % of calls answered in Y seconds |
Communication Manager turns off agent notifications when the percentage of calls that agents answer is more than the administered levels. |
Time warning threshold |
The oldest call is in the queue for less than Y seconds |
Communication Manager turns off agent notifications when the oldest call is in the queue for less than the administered level. |
You must use deactivation thresholds to prevent situations where Communication Manager triggers and turns off Interruptible Aux frequently if the Calls Warning, Service Level, or Time Warning threshold values fluctuate around the thresholds. The values of the activation and deactivation thresholds must differ by one unit at the minimum.
Administer the deactivation threshold to a value less than the activation threshold. For example, if the activation threshold for a Calls Warning threshold is 100, you can administer the deactivation threshold at 90. Interruptible Aux notifications begin when the number of calls in a queue reaches 100 and continue till the number of calls in the queue drops to 90.
