Avaya R2 Betriebsanweisung PDF herunterladen (Seite 84)

4-20 Configuring BCMS Vu from the Client

Configuring and Managing the BCMS Vu Software

You can also choose to set a unique threshold for each data item for each split/skill,

agent or VDN.

For example, you can designate an upper caution value of 5 minutes for Average

Speed of Answer for all split/skills except Service, and an upper caution value of 3

minutes for Service. To do this,

1. Under the category Split/Skill, designate an upper caution value of 5 minutes

for Average Speed of Answer (see above).

2. Expand Average Speed of Answer (click on “+”).

3. Highlight “Service.”

4. Set the upper caution value to “03:00.”

Now a caution alert will go on when the Average Speed of Answer for calls to

Sales exceeds 3 minutes, and when it exceeds 5 minutes for calls to all other

splits/skills.

Setting Thresholds and Maximum Values 4

To set Thresholds and Maximum Values,

1. In the Options menu, select Configure.

2. Select Thresholds and Maximum Values.

The “Thresholds and Maximum Values” window appears.

3. In the tree structure in the window on the left side of the wizard window, open

either Split/Skill, Agent summary, or VDN summary, (depending on whether

you want to set a threshold for a split/skill, agent, or VDN data item) by

selecting the “+” next to the name of the category.

4. Select the data item for which you want to set thresholds.

When you have highlighted the name of a data value, the name will appear just

above the “Maximum Bar Height” box on the right side of the window.

5. If you want to change the value in the “Maximum Bar Height” box at this time,

type the number that you want a fully extended bar to represent. For example, if

you are assigning threshold values for Number of ACD Calls, you might select

100 as the Maximum Bar Height. If you do this, 100 ACD Calls will cause the

bar to extend to its maximum length.

1 2 ... 79 80 81 82 83 84 85 86 87 88 89 ... 267 268

Keine Kommentare

Avaya R2 Betriebsanweisung Seite 84