Specifying threshold notification

You can configure performance threshold sound and pop-up window notifications

To configure performance threshold sound notification
  1. For the alarm threshold for which you want to be notified by a sound, under Sound, select the check box.

    The Sound window opens.

  2. Specify the alarm triggering properties.
  3. Specify the sound you want played when the alarm is triggered.
  4. Click Save.
To configure performance threshold pop-up window notification
  1. For the alarm threshold for which you want to be notified by a pop-up window, under Pop-up, select the check box.

    The Pop-up window opens.

  2. After Duration, type the number of seconds you want the pop-up alarm to be displayed when threshold conditions are satisfied.
  3. If you want to display the pop-up alarm on top of all of the other applications, select the Keep this message visible on mouse over check box.
  4. Optionally, click the Format font button to specify font attributes for the pop-up alarm message.
  5. In the text box, type the message for the performance threshold and click the Add a variable button to insert performance variables. (for example, type CW P001 = <calls waiting variable>).
  6. Click Save.
To specify that Contact Center Client opens on top of all other applications when a performance threshold is satisfied
  • For the alarm threshold for which you want to be notified, under Bring to front, select the check box.
To configure performance threshold email notification
  1. For the alarm threshold for which you want to be notified, or notify others by email, under Email, select the check box.

    The Email window opens.

  2. After Distribution, specify which contacts are to be notified by email when threshold conditions are satisfied.
  3. After Subject, type the subject of the email to be sent (for example, type Calls Wtg in Sales Queue 1 >10!).
  4. In the message box, type the body of the email.
  5. Click Save.

Consider the threshold programming in the following figure. When the number of agents available in the technical support queue is between 0 and 2, the cell housing the Agents Available statistic is red. When the number of agents available is between 3 and 4, the cell turns orange. When the number of agents available is 5 or greater, the cell turns white. In addition, audible alarms and pop-up alarms display.

To clear any current client alarms in Contact Center Client
  • Right-click the monitor and click Clear alarms.
    Figure 1. Set alarms window


Parent topic: Setting alarms
↑