Adding a new threshold class

Last Updated : Mar 02, 2021 |
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Use this procedure to add a new threshold class that you can use to determine how measures are treated in real-time views. You can use thresholds in views to identify the lower and upper end of the normal range for a measure. You can assign different colors for measures below the normal range, within the normal range, or above the normal range. You can add up to 5 thresholds for each measure.
Some measures relate to agent or contact state. For example, Agent Time Logged in, Agent Time In Work State, or State Effective Timestamp. If you select one of these measures to add a threshold for, you must also select the corresponding agent or contact states to add thresholds for.
By default, all new threshold classes are private and visible only to the user that creates them. If an administrator creates the new threshold class, the view is public.
  1. Log in to the supervisor reporting dashboard.
  2. Click the Threshold Classes icon.
  3. Click Add New Threshold.
  4. In the Name field, type a name for the new threshold class.
  5. In the Description field, type the description of the new threshold class.
  6. Click the Measures tab.
  7. From the Streams list, select the viewing mode. You can select Start of Day or Contact Detail Records.
  8. From the Producer list, select a Producer provided by Avaya Analytics™.
  9. From the Measures list, select the measure that you want to add a threshold for.
    ADDITIONAL INFORMATION:
    You can select multiple measures to add to the Thresholds panel.
  10. To add more thresholds for each measure, click the Add a column icon.
  11. From the drop-down 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.
  12. In the Value fields, type the value for each threshold range. You can also 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 value for each state. For time in state measures, you can set thresholds based on the length of time a measure has been in a state. For example, for the Agent Time Logged in measure, configure thresholds so that the color styling changes depending on the length of time an agent is in the Ready state.
  13. If you added measures related to agent or contact state, select the state from the drop-down list.
  14. To add threshold values for multiple states for a measure, click Add Row and type the value for each threshold range in the Value fields.
  15. Click Save.