Setting Thresholds 63
3. Creating a Report
The thresholds you just set will have the following effects, possibly
immediately, depending on the values in the graph:
When the Average Delay in Queue is greater than or equal to 15
seconds, the Avg. Delay bar in the real-time graph will turn yellow,
indicating a first-level warning. The first-level warning (yellow) is
intended to inform you when a count or value is approaching an
unacceptable level.
When the Average Delay in Queue is greater than or equal to 25
seconds, the bar in the graph will turn red, indicating a more serious
condition. This indicates that for the affected peripheral services, the
Average Delay in Queue has reached an unacceptable level.
When the Longest Call (Waiting in Queue) is greater than or equal
to 30 seconds but less than 45 seconds, the Longest Call bar in the
graph will turn yellow, indicating that the 30 second delay is
approaching an unacceptable level. If that number equals or goes
over 45 seconds, it means that an unacceptable performance level
has been reached or exceeded. The Longest Call bar will turn red to
indicate this more serious condition.
The Average Speed of Answer yellow and red thresholds will also
be triggered when performance levels equal or exceed 15 and 20
seconds respectively.
You can now set thresholds in the historical portion of the report.
À To set thresholds in the historical grid:
1. Within the Threshold Editor, click the Next button. The Threshold
Editor displays the data attributes for the historical Calls Analysis
grid.
2. Enter the threshold values as shown in the following example. (Note
that service level threshold values must be set in decimal format.)
3. (Important.) Be sure to change the Relation for service_level to <=.
You want the Service Level threshold to be triggered when the value
equals or falls below a certain value.
4. Click Apply.
You just set the number of Calls Offered thresholds to highlight the
column if the number of calls equals or exceeds (>=) 50 and 60 in any