Set Thresholds and SLA

The tile color for selected call waiting, call count and SLA statistics will graduate between the selected colors as the thresholds is approached and reached.

Colors:A Set color scheme for the configured thresholds (Call Waiting, Call Count and SLA) by clicking on the colored boxes. When a threshold is crossed, an alert with corresponding "color severity" will be displayed.

Call Waiting Range:Set range for selected call waiting statistics.

Call Count Range:Set range for selected call count statistics.

SLA:The Call Answer Time and Service Level statistics will display if a call centers SLAs are being met.

By default, if 90% or less calls are answered within the Call Answer Time, the Service Level statistic will be displayed in red. If between 90.1% and 95% of calls are answered within the Call Answer Time the statistics will be displayed in amber. If 95.1% or more calls are answered within the Call Answer Time statistics will be displayed in green.

The SLA levels can be adjusted by changing the Less than or equal, SLA Between and SLA Greater than values.

Call Answer Time is determined in seconds and can also be adjusted.

The statistics affected by threshold colors are shown at the'Statistics Available' help page.