Call Center - Queue Thresholds

Call Queue thresholds are used to provide alerts to supervisors when a call center has reached a certain volume of callers in the queue or the wait time in the queue has passed a specific threshold.  These notifications appear on the monitoring dashboard in the supervisor dashboard tool and can be emailed.

These will not appear in the Unity application.
 

Configuring Queue Thresholds

1. Access the Call Center.
    
2. Click Thresholds under the Basic column.
   
   
    
3. Set the desired threshold alerts
   
   
    
   • Current Calls In Queue - Threshold alert triggered when the number of callers waiting in the queue exceeds this number.
      
   • Current Longest Waiting Call - A threshold alert is triggered when the longest wait time in the queue exceeds this time.
      
   • Estimated Wait - A threshold alert is triggered when the estimated wait for the next agent in the queue exceeds this time.
      
   • Average Handling Time - A threshold alert is triggered when the average handle time for agents in the queue exceeds this time limit.
      
   • Average Speed Of Answer - A threshold alert is triggered when the average time it takes to answer a call exceeds this amount.
      
4. If desired, enable email alerts by checking the Enable Email Notification box and filling out up to 8 email addresses to be alerted when either threshold is exceeded.
    
5. Select the On radio button at the top of the call queue.
    
6. Click Apply.
    

Once the defined thresholds have been met or exceeded, the dashboard will mark the field in yellow or red.