62 Creating a Report
2. Choose Thresholds. The mouse pointer changes to a cross hair (+).
(Alternately, you can choose the Thresholds option from the Edit
menu.)
3. Click anywhere inside the real-time graph. The Threshold Editor
dialog box appears:
You can set thresholds for the four attributes displayed in the Queue
Delay Status bar graph (that is, A vg. Delay, Expected Delay,
Longest Call, and Average Speed of Answer (ASA)). These
thresholds can be set for all the peripheral services displayed in the
graph.
4. The default Relation (>=) is appropriate for the Avg. Delay
thresholds you are about to set, so press TAB. (In the real-time
graph, you want to highlight values that equal or exceed (>=) a
certain threshold.)
5. Enter 15 as the yellow threshold and press TAB.
6. Enter 25 as the red threshold and press TAB.
7. Tab down to the Longest Call yellow threshold field. (You do not
have to set a threshold for the Expected Delay attribute. The
Expected Delay is the ICR’s predicted delay for a new call added to
the service queue.)
8. Set the thresholds for Longest Call and Average Speed of Answer
(ASA) as you did for Avg. Delay. Enter the values as shown:
9. Click on Apply. (Don’t close the Threshold Editor yet.)