NextOS Call Center: Agent Thresholds

The Nextiva support team can configure yellow or red alerts to appear on the supervisor dashboard monitoring tool when an agent exceeded a time limit for an ACD state (On-call, busy, idle).  These alerts are only available in the supervisor dashboard and will not appear with the Unity application.

The alerts can be configured for the following ACD stats:

• Current Call State Idle Time - The time that has elapsed since the agent became idle.
   
• Current Call State On-Call Time - The time the agent has spent on their current call.
   
• Current Agent State Unavailable Time - The time that has elapsed since the agent set themselves unavailable.
   
• Average Busy In - This is the average time spent by an agent on incoming ACD calls since their last sign-in.
   
• Average Busy Out - This is the average time spent by an agent on outgoing ACD calls since their last sign-in.
   
• Average Wrap-Up - This is the average time spent by an agent in the wrap-up state after each call since their last sign-in.

To enable this feature, submit a case to the support team with the thresholds to configure and the agents to apply the thresholds to.  Multiple threshold profiles can be configured, allowing teams to utilize different thresholds; however, only one threshold can be applied to an agent.