How to Create a Threshold Set in 8x8 Contact Center Analytics 1.0

Creating a Threshold Set

1. In the upper right-hand corner, click the circle with your initials.
2. Select Thresholds.
   
3. Select Queues Set and click Select.
4. Name your Threshold Set.
5. Click New Threshold.

Setting Your Threshold Parameters

1. Select the desired metric type: Interval, Real Time, or Today.
   
2. Select the metric. 

Note: The list of metrics will change based on the selected metric type.

3. Select the Warning Threshold from the options below and specify the color of the warning flag.
   • Between
   • Equal to
   • Greater Than
   • Greater or Equal Too
   • Less Than
   • Less or Equal Too
4. Select the Danger Threshold from the options below and specify the color of the warning flag. 
   • Between
   • Equal to
   • Greater Than
   • Greater or Equal Too
   • Less Than
   • Less or Equal Too
5. Display Good as Green on the Wallboard is turned on by default. Leaving this on for all thresholds will result in an entirely green dashboard, so use it for your more important metrics.
6. Click Save to save the new threshold.
7. Click New Threshold and follow Steps 1 - 6 to add any additional thresholds you need to the set.

Known Limitations

The Notify Supervisor when this is Reached and Play Sound when this is Reached toggles are not functioning. 

Assign the Threshold Set to One or More Queues

1. Move your cursor into the gray band that says "Currently not assigned."
2. Click Edit (pencil).
   
3. Add the queues to which you want to apply the Threshold Set.
4. Click Apply to make the thresholds take effect immediately.
5. Click Save.

View the video below for a demonstration on adding a Threshold Set.

Click here to return to the Virtual Contact Center Analytics 1.0 Overview.