Defining global alarm levels for Inbound work

To set global alarm levels for Inbound groups:

1. In the extra tab of the ribbon, select alarms.

2. Click the inbound groups tab.

3. Set the alarm properties, as described below.

The available properties are as follows:

• Expected response time exceeds (in m:s): The alarm will be triggered when the expected response time exceeds the specified value.

• Queue time exceeds (in m:s): The alarm will be triggered when the queue time exceeds the specified value.

• Queue size exceeds (in %): The alarm will be triggered when the queue size exceeds the specified value.

• Available agents below: The alarm will be triggered when the number of available Agents goes below the specified value.

• Busy agents below (in %): The alarm will be triggered when the proportion of busy Agents goes below the specified value.