Thresholds

Admin guide

You can set several thresholds for each queue. When a threshold is reached an alert will be sent to all online agents.

SERVICE-LEVEL
 "Service-Level" is your goal for satisfactory time of answer on various conversation types and can be set individually for each queue.
"The Service-Level" is defined as the percentage of conversations answered within a predefined amount of time.
An often used "Service-Level" is for instance: "We want to answer 80% of our support calls within 20 seconds".

CURRENT LONGEST WAIT IN QUEUE
"Current longest wait in a queue" describes the maximum time a conversation is allowed to wait in queue before an alert is triggered.

AVAILABLE AGENTS
The minimum on "Available Agents" before an alert is triggered.

MAXIMUM WAITING IN QUEUE
The "Maximum Conversations Allowed Waiting" in queue before an alert is triggered.

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