Agent Thresholds
Note | As of now this feature is not enabled. |
The Agent Thresholds page appears only if your enterprise uses the Threshold Alerts feature. This page provides settings for specifying which, if any, agent-viewable alerts the agent can display in the Agent Personal Statistics tab on the Agent Desktop.
If your enterprise uses the Agent Threshold Alerts feature, the page also provides settings for specifying which, if any, thresholds are associated with the agent.
For more information, see Threshold Rules.
|
Setting |
Description |
|---|---|
|
Agent Viewable Threshold Alerts |
Specify the alerts that you want the agent to receive by selecting rules from the drop-down. When an agent breaches a threshold rule, the system generates an alert and displays it in the Agent Personal Statistics tab in Agent Desktop. |
|
Enable Agent Threshold Alerts |
Select Yes or No to specify whether you want the agent and the supervisor to receive alerts when the agent breaches specified threshold rules. If the agent breaches a selected rule, the system generates the alert and displays it in the Agent Threshold Alerts section of the Agent Personal Statistics tab. The supervisor also receives the alert in their Webex Contact Center Management Portal. |
|
Threshold Alerts |
This is available if you enable threshold alerts. If agent viewable threshold alerts are available, select the rules for triggering the alerts from the drop-down. |