Cisco Systems ICM Software Version 4.5 Manual do Utilizador descarregar pdf (Página 108)

108 Setting Thresholds and Drill-Downs

5.1. Setting Thresholds in Reports

The Threshold Editor lets you set threshold alerts on certain data in a

report. A threshold alert might notify you of call centers where the delay

in queue is approaching an unacceptable level or where all agents are

currently busy. When a threshold is reached or exceeded, a red or yellow

threshold alert is displayed in the report.

In a real-time report, the threshold alert notifies you immediately of an

unacceptable condition. In a historical report, the threshold alert

highlights areas in the report that were out of an expected performance

range over a period of time.

À To set thresholds in a report:

1. Open a report definition (.CMB) file.

2. Choose Edit→Thresholds. Optionally, you can position the cursor

over a report component, hold down the right mouse button, and

choose Thresholds from the pop-up menu:

The mouse pointer changes to a cross hair (+). The report window is

maximized.

3. Click anywhere inside a report component (for example, inside a

graph or a grid). The Threshold Editor dialog box appears:

The Threshold Editor allows you to set thresholds for the data

attributes displayed in the report component (for example, Calls

Offered and Service Level). The Threshold Editor dialog box

displays the following information and options:

 Attribute. This list displays each data attribute in the report

component for which you are setting thresholds.

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Cisco Systems ICM Software Version 4.5 Manual do Utilizador Página 108