There are two types of thresholds to choose from:

  • Real-time values
  • So far values

Real-time values

Name Description Example
SLA-Score Now The queues SLA score is equal to the SLA score of the request that has waited relatively longest in the queue. >200
In Queue Now Total number of requests in queue now >30
Logged on and not in Pause Total number of agents logged on excluding the ones in status pause. <5
Longest wait time now Waiting time of the request that has waited the longest time in queue. >600 (sec)
Logged on (incl. Pause) Total number agents logged on including the ones in status pause <8
In Pause Total number of agents in status Pause now >4
Call-backs in Queue Total number of call-backs waiting in queue now >10

These thresholds are used to compare real-time status with the defined thresholds.

So far values

Name Description Example
Avg. Speak time so far Average Speak time for answered calls so far today >240
Avg. Wait time so far Average Wait time in queue for answered calls so far today >120
Answer % so far Number of answered calls relative to number of calls offered to the queue so far. (Please note that calls now waiting in queue are counted as offered and might be answered later) >80%
Answer % within SLA so far Number of calls answered within the defined SLA (e.g. 30 seconds) relative to the number of calls offered to the queue so far today >70% (sec)
Avg. wrap-up time so far Average wrap-up time for answered calls so far today >120 (sec)
Calls offered so far Number of calls offered to (=arrived in) a queue so far today >100

Published

12/06/2020 - 08:11

Last updated

08/09/2021 - 12:07
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