Objective

Applies To

• Contact Center
• Configuration Manager
• Wallboards

Answer

1. Log in to Analytics for Contact Center.
2. Go to Settings > Thresholds.
3. Select New Set.
   
   
   
4. Select either a Queue Set or Agent Set.
   
   
   
5. Select New Threshold.
6. In the Threshold setup Panel, define:
   1. The metric type.
   2. The specific metric you are interested to monitor closely.
   3. The Warning levels values, colors, or sounds to play.
      • Warning Level
      • Danger Level
      • Success Level
        
        
        
7. After saving the Threshold setup, you can set a dedicated name for it and assign it to the desired queue.
   
    
   
8. The set threshold will appear in the Dashboard or Wallboard for the selected metric and queue.