Search |
← Previous page Next page → Print version

# Skill Thresholds

Each individual ACD Skill group, and the Call Center as a whole, has a series of thresholds that can be configured to assist in monitoring performance throughout the day. These are configurable within the CCS Administrator App if you are logged on as the System User, otherwise this feature is restricted.

## Select Group or Call Center Select the ACD Skill group you want to configure from the drop down list. Whichever group you select, the current thresholds for that group will be used to populate the fields below. There is also the choice of setting thresholds for the whole Call Centre, all activity in the Call Centre weighted against the thresholds you set.
Top

## Service Level Threshold This value is the target time, in seconds, for answering ACD calls. Any Skill group call answered within the threshold you set will be included in the Servce Level %, while calls answered after this threshold are excluded. To alter the value, either type directly into the text field or use the plus and minus icons to increment and decrement the value displayed. All changes must be applied otherwise they are ignored. All currently open Apps will automatically update with the new thresholds after you have applied them, but it may take a few seconds to filter through.
Top

## Short Calls : Answered This value is the minimum time, in seconds, for an answered ACD call. Calls that take less time than this will be ignored by all the Apps, except when the count of 'Short Answered Calls' is specifically being displayed. This threshold can be set to 0 if required. It is used to avoid including 'operational' calls in the Skill group totals. These are automatically generated calls that sometimes have to be be created when real calls are deflected, overflowed, or otherwise transferred throughout the exchange. Depending on how your exchange is configured, this threshold may or may not be neccesary. All changes must be applied otherwise they are ignored. All currently open Apps will automatically update with the new thresholds after you have applied them, but it may take a few seconds to filter through.
Top

## Short Calls : Abandoned This value is the minimum time, in seconds, for an abandoned ACD call. Calls that take less time than this will be ignored by all the Apps, except when the count of 'Short Abandoned Calls' is specifically being displayed. This threshold can be set to 0 if required. It is used to avoid including 'operational' calls in the Skill group totals. These are automatically generated calls that sometimes have to be be created when real calls are deflected, overflowed, or otherwise transferred throughout the exchange. Depending on how your exchange is configured, this threshold may or may not be neccesary. All changes must be applied otherwise they are ignored. All currently open Apps will automatically update with the new thresholds after you have applied them, but it may take a few seconds to filter through.
Top

## Traffic Light Thresholds When displaying statistics for selected Skill groups, the Wallboard App will fill the background of each Skill group panel with a traffic light colour, either red, amber, or green. The fill colours are a quick way of showing the actual performance of the selected Skill based on a metric and threshold you have previously setup. This panel shows the 4 available statistical metrics you can choose from, and allows you to set the red, amber, and green thresholds for each statistic. The four metrics are Service Level %, Call Waiting Time (average seconds), Logged On Agents, and Calls In Queue. The Wallboard App uses the metric you select when deciding which background fill colour it should use for each Skill group. Each of the threshold sliders allows you to set upper and lower thresholds for red and green, while amber is automatically for values between the upper and lower thresholds. The current red and green thresholds for each metric are displayed as a number directly below the sliders. All changes must be applied otherwise they are ignored. All currently open Apps will automatically update with the new thresholds after you have applied them, but it may take a few seconds to filter through.
Top

## Threshold sliders Click on a slider and drag it to the left or right, the actual value of the slider is displayed directly below it. Un-click to drop the slider and set the threshold at the displayed value. You can set the upper and lower thresholds to the same value if required, in which case the upper slider will 'hide' the lower slider. The minimum value for any slider is 0, and the maximum is 100. In the case of the Service Level % and Logged on Agents metrics, lower values are considered poorer performance than higher values, so the sliders are red for lower and green for higher thresholds. But for Calls Waiting Time and Calls In Queue, lower values are considered better performance and higher values worse, so sliders are green for lower and red for higher thresholds. The slider determines the background colours used by the Wallboard App when it checks the selected metric for each displayed ACD Skill. In the case below, if the average Call Waiting Time of the Skill, or Call Centre, is 10 seconds or less, the Wallboard app uses green as a fill, if it's between 10 and 50 seconds, the App uses amber, and if it's 50 or above, red. All changes must be applied otherwise they are ignored. All currently open Apps will automatically update with the new thresholds after you have applied them, but it may take a few seconds to filter through. NOTE: You may change the actual traffic light colours that the Wallboard App uses, see Colours for details, but the slider colours on this page will not change as well, they are fixed to the default colours used for green, amber, and red.
Top

## Apply Changes All changes must be applied otherwise they are ignored. All currently open Apps will automatically update with the new thresholds after you have applied them, but it may take a few seconds to filter through. Click the Cancel button to ignore any changes you have made and reset the displayed thresholds to the last applied values for the group selected.
Top