Configure Agent Alarms

 

 

Click this icon to close the panel. IMPORTANT : Any changes you have made will be lost if you close the panel this way, use the Apply button if you want to save your changes.

 

 

 

The drop down list will include all the alarms the current user has created. A user can create as many alarms as are needed.

 

 

When you select an existing alarm all the alarm conditions are displayed and all the agents selected for the alarm are shown in the Agents list as checked.

 

 

 

You must first add a new alarm before setting conditions or selecting agents to include. Click the 'New' button at create a new alarm. The buttons at the side of the drop down change to 'Add' and 'Done' and the drop down list changes to become a text field.

 

 

Enter a name in the 'New Alarm' field, which must be unique. If you decide not to add a new alarm, click the 'Done' button, otherwise click 'Add'. If the name you entered is not unique you will see a warning,

 

 

but if the name is unique an empty alarm with that name will be created.

 

 

IMPORTANT, remember that this alarm is not saved to the database until you click the Apply button, if you click 'Cancel' or close the panel at any time then the new alarm and any of the conditions you entered will be lost.

 

 

 

 

This list will be populated with all the logged on Agents in the Call Center. Initially, when you create a new alarm, none of the agents in the list will be selected, you must choose those agents you wish to include in the alarm by selecting them. An agent can be included in as many different alarms as you wish and to remove an agent from an alarm simply uncheck the agent in the list. Likewise, to include an agent in an alarm, just check that agent in the list.

 

IMPORTANT, remember that any changes you make to an alarm are not saved to the database until you click the Apply button, if you click 'Cancel' or close the panel at any time then any new agent selections or deselections you entered will be lost.

 

 

 

This list will be populated with all the different conditions you have attached to the current alarm. Initially, when you create a new alarm, there will be no conditions in this list. You need to add a condition.

 

 

 

 

 

 

To add a condition, first select a statistic from the drop down list. You can choose from a range of averages or total durations for the condition. When the alarm is evaluated, the value of this statistic for each selected agent is checked against the lower and upper thresholds of the condition and if the value meets the condition then an alarm is raised for that agent.

 

 

Select the statistic then enter values in the 'Lower' and 'Upper' fields. The 'Lower' field accepts only numbers, and it cannot be less than the Upper field. If you want the Upper field to just mean 'greater than' you can enter the '>' character, otherwise enter a number greater than the 'Lower' field.

 

 

When you are happy with the condition, click the 'Add' button. The condition will be added to the Alarm list of conditions. You may enter as many conditions as you want.

 

 

IMPORTANT, remember that any changes you make to an alarm are not saved to the database until you click the Apply button, if you click 'Cancel' or close the panel at any time then any new condition you enter will be lost.

 

 

If you want to edit a conditon press the 'Edit' button.

 

 

You can change the selected statistic and the Lower and Upper thresholds of any condition. When you are happy, click the 'Done' button and the changes will be displayed.

 

 

You can remove a condition easily by clicking the 'Remove' button.

 

 

IMPORTANT, remember that any changes you make to an alarm are not saved to the database until you click the Apply button, if you click 'Cancel' or close the panel at any time then any edits will not be applied and removed conditions will remain in the alarm.

 

 

 

Apply changes by clicking the Apply button, or close the panel and lose all changes by clicking Cancel. This includes adding new alarms, deleting alarms, adding, editing, or deleting conditions for any alarms. All changes must be Applied or they are invalid.