Threshold Classes in Symposium 5.0

[81Cadmin]

I was wondering if anyone point me in the right direction with regards to Threshold Classes. Specifically a full description of each and valid examples.

I haven't been able to find much detail in the Nortel Documentation.

Thanks

 

[captaingadget]

There are 3 threshold class available, application, skillset and agent. You can create as many threshold classes as you wish and assign them to applicaions, skillsets and agents depending on your needs. If you don't assign a threshold class you have defined the system will assign a default class for you.

Threshold classes determine what is seen on real time displays e.g. the time it takes for the status colours to change etc. Simply putting a tick in the appropriate box will activate that parameter in a real time display.

Perhaps more importantly it allows you to change the service level thresholds for different applications and skillsets.

 

[81Cadmin]

Thanks I do understand how threshold classes are used to real time displays etc. I was hoping to find some reference or documentation on each in order to see which class is best suited for my call center's. From the description of each I don't fully understand what the threshold accomplishes.

thanks,

 

[Milesprower]

All the classes are used. Refer to the Supervisor Guide and Administrator Guide for definitions of the thresholds.

 

[81Cadmin]

Thanks Miles. I'm sure I went through both cover to cover but did fine any valid description for the thresholds. I will search again as I may have just overlooked it.

thanks again.

 

[Milesprower]

What Release are you at? SCCS Rel 5 - look at Administrators Guide, Section: Managing Threshold Classes pages 155-174.

Even if you are using CCM, the Rel 5 documentation is still useful.

 

[captaingadget]

Try the help files in web client, you may well be surprised how helpful they are!