When you select the 'Configure Skills Thresholds' option a side panel will slide out from the left hand side of the browser.
There are 4 traffic light options for measuring your Call Center and ACD Skill performance, Service Level Percent, Calls Waiting Time, Logged on Agents, and Calls in Queue. Service Level Percent is perhaps the most commonly used metric for measuring performance, but you can easily select whichever option you prefer in the Configure Wallboard Layout slide out.
Initially there will be nothing selected so the displayed thresholds will all be the defaults. You must select an ACD Skill Group or the Call Center to see the thresholds.
 Close
Close the slide out without applying any changes to the thresholds you may have made.
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 Select Group
Click the drop down button to see the full list of all the ACD Skills in your Call Center. Remember, before you select a new ACD Skill Group, any changes you have already made to the current Group thresholds must be applied, otherwise they will be lost.
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 Service Level Percent
Service Level Percent is the percentage of calls answered within the service level threshold that is set for each Skill Group. In this case, a higher value is better, because it means more calls have been answered in threshold, so the Green threshold is the higher number.
The red button sets the 'less than or equal to' threshold for the colour Red, the green button sets the 'greater than or equal to' threshold for the colour Green. This means anything greater then the red value and less than the green value is coloured Amber. In the example above, if the Service Level % ( calls answered in threshold) drops to 75 or below the wallboard is Red, for anything between 75 and 85 it is Amber, while for 85 and above it is Green.
This option does not set the service level threshold for the Skill Group, this just sets the Red, Amber, and Green thresholds for the traffic light system used in the Wallboard App.
If you want to set the actual service level threshold for a Skill Group you must go to the Skill Thresholds tab in the CCS Administrator app and set it there.
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 Sliders
The red and green buttons can be moved up and down the slider to the desired threshold.
Just put the mouse cursor on the button and hold the left button down to slide up or down. The slider is coloured amber between the red and green buttons. The actual value being set is displayed below each button. Remember to Apply any changes before closing the slider or choosing another Skill Group or the changes will be lost.
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 Calls Waiting Time
Calls Waiting Time is the average number of seconds before a ringing call is answered. In this case the Red button is the higher number, because it means the average wait to answer is longer. The Red and Green slider buttons are reversed.
But the sliders work in exactly the same way, just slide the buttons to the desired values. In the example above if the average Call Waiting Time of less than or equal to 5 seconds the wallboard will be Green, if it's between 5 and 20 seconds the wallboard will be Amber, and if it's 20 seconds or more the wallboard will be Red.
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 Logged On Agents
Logged On Agents is the number of Agents logged onto the Skill ( or all agents logged on if the Call Center is selected), and Green is the higher number because it's better to have more agents logged on than fewer. Set the sliders in the same was as described above to the values desired.
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 Calls In Queue
Calls in Queue is the actual numbers of calls ringing on the Skill but not yet allocated to or ringing on a specific Agent. In this case, Red is the higher number because more calls queuing is undesirable.
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 Apply
Remember to Apply any changes before selecting a new Skill or closing the slide out otherwise they will be lost.
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