Step-by-step instructions to define a threshold in Analytics for Contact Center

 

Applies To

• Contact Center
• Configuration Manager
• Wallboards

Answer

1. Login into Analytics for Contact Center

   1. Use a direct URL:  http://analytics.8x8.com/ 

   2. Or from the 8x8 Applications Panel: https://sso.8x8.com/applicationPanel

   3. Or from the Agent Workspace Menu

 

 

2. Go to Settings > Thresholds and choose to define New Set.

 

 

3. Choose to select either a Queue Set or Agent Set.

 

4. In the Threshold setup Panel, define:

   1. The metric type ( Today window Intervals )

   2. The specific metric you are interested to monitor closely ( can choose from a predefined list of default or custom metrics  )

   3. Specify the Warning levels values, colors and/or sounds to play

      1. Warning Level

      2. Danger Level

      3. Success Level

 

 

5. After saving the Threshold setup, you can set a dedicated name for it and assigned it to desired queue/s

 

 

 

6. The set threshold will appear in the Dashboard / Wallboard, for the selected metric and queue