Setting alarms to monitor agent performance and customer service
You can define alarms to alert you to changes in contact center activity. Using the alarms, you specify performance thresholds for contact center elements such as queues and agents and can customize the visual, auditory, or email delivery of alarms. If any availability or performance issues arise, your alarms deliver a notification enabling you to react to and adjust agent and queue availability.
You can set alarms to notify you when there are a specified number of emails, chats, SMS, or open media waiting or when agents have been in an unavailable state, such as Make Busy, for a specified length of time. If alarms indicate a queue is overloaded with interactions or understaffed, you can join that queue as an agent (dependent on licensing) or find an agent who is capable of handling the media type for that queue and use the Agent Group Presence controls to place them in the group associated to that queue. If an alarm demonstrates to you that an agent has been unavailable for an extended period of time, you can remove the agent from Do Not Disturb or Make Busy, if appropriate.
- Monitor cells and statistics change color.
- A pop-up notification opens on your desktop.
- A sound prompt, such as a beep or.wav files plays.
- You are notified by mail.
For more information on setting alarms, see "Setting alarms".