Threshold Rules

If your enterprise uses the Threshold Alerts feature, authorized users can create threshold rules to monitor agent and call data.

A threshold alert can be displayed in the Agent Personal Statistics tab on the Agent Desktop if Agent Viewable is set to Yes for the threshold rule and the threshold alert is selected in the agent profile assigned to the agent. For more information, see Agent Profiles.

Threshold rules can be configured for the call and agent metrics listed in the following table. For each rule, you specify a value that will trigger the alert:


Metric	Entity Type	Trigger Value Type
Call Metrics
Abandoned Calls	Queue	Count
Average Queue Time	Queue	Duration
Average Speed of Answer	Queue	Duration
Blind Transferred Calls	Queue	Count
IVR Calls	Entry Point	Count
Longest Time in Queue	Queue	Duration
Number of Calls in Queue	Queue	Count
Overflow Calls	Queue	Count
Service Level Threshold	Queue	Percentage
Short Calls	Entry Point or Queue	Count
Transferred Calls	Queue	Count
Agent Metrics
Available Agents	Site or Team	Count
Connected Agents	Site or Team	Count
Current Available Time	Agent	Duration
Current Connected Time	Agent	Duration
Current Hold Time	Agent	Duration
Current Idle Time	Agent	Duration
Current Wrap-up Time	Agent	Duration
IB Average Handle Time	Site or Team	Duration
Idle Agents	Site or Team	Count
Not Responding Agents	Site or Team	Count
Number of Agents in Outdial	Site or Team	Count
Number of Logged in Agents	Site or Team	Count
OB Average Handle Time	Site or Team	Duration
Occupancy	Site or Team	Percentage
Total Available Time	Agent	Duration
Total Idle Time	Agent	Duration

The maximum number of threshold rules that you can create is determined by the Maximum Threshold Rules value provisioned for your enterprise. For more information, see Tenant Settings.

To view, edit, or create a threshold rule:

Procedure

Step 1

On the Webex Contact Center Portal navigation bar, select Provisioning > Threshold Rules.

Step 2

On the Threshold Rules page:

To add a new rule, click + New Threshold Rule.
To view, copy or edit the settings for a threshold rule, click the ellipsis button to the left of a listed rule and select Copy or Edit.
To delete a threshold rule, click the ellipsis button to the left of a listed rule and select Delete. Then, in the confirmation dialog box, click OK.

Step 3

If you are adding, copying, or editing a threshold rule, specify or change the settings for the rule as described in the following table, and then click Save.


Setting	Description
General Settings
Name	Enter a name for the rule.
Description	Enter a short description of the rule.
Agent Viewable	Select Yes or No to specify whether an alert can be sent to agents when the threshold rule is breached. If Yes, this rule will be available for selection on the Agent Profiles > Agent Thresholds page when you create or edit an agent profile (see Agent Profiles).
Entity Type	Select the entity type that the threshold rule will apply to: Entry Point, Queue, Site, Team, or Agent (if your enterprise uses the Agent Threshold Alerts feature).
Status	This setting appears on the Edit page to specify whether the threshold is Active or Not Active.
Entity Information
Metric Type	Specify whether this is an Agent Threshold or a Call Threshold.
Entity	Select the entry point, queue, site, or team that the rule will apply to. This setting is not applicable if the entity type is Agent.
Threshold Information
Threshold Metric	Select a value from the drop-down list. The list displays only those metrics that are applicable to the selected entity type.
Operand	Operand. Select a value from the drop-down list: > (greater than) >= (greater than or equal to) < (less than) <= (less than or equal to) = (equal to)
Trigger Value	Specify the value that will trigger a threshold alert. The value type (duration, count, or percentage) is based on the metric selected. The trigger value must be greater than 0 for all metrics except Available Agents, Connected Agents, Number of Agents in Outdial, and Number of Logged in Agents.
Trigger Interval	Specify the interval, in seconds, during which the system will generate only one alert for the threshold rule check.
Email Information
Notification Receivers	If you want an email alert or text message to be sent to an individual when the threshold is triggered, enter the email address in either the Notification Receivers or the Text Notification Receivers field, and then press Enter. Repeat for each address you want to add. To remove an address, click the x on the left side of the listed address.
Text Notification Receivers