Queue Threshold Alert
Thresholds are programmed into the ACD system to provide a basis for alerting Agents and Supervisors that calls have waited longer than acceptable limits (thresholds) to be answered.
If your set is programmed with a Generic Group Queue Status Feature Key, it can provide a visual indication of the current workload conditions of the Automatic Call Distribution (ACD) Group into which you are logged. Your set may also be programmed to provide an audible alert that Queue Status has changed.
NOTE: Agents in the Logged Out, Do Not Disturb, or Make Busy states are not considered active Agents for the purpose of Queue Threshold Alert.
Visual Indications
If your set is programmed to provide a visual alert, the indicator beside the Queue Status Feature Key indicates the three levels of alert as follows:
·a solid indicator beside the Line Select Key on your set indicates that the workload is below the first threshold limit programmed
·a slowly flashing indicator indicates that the workload is above the first but below the second threshold limit programmed
·a quickly flashing indicator indicates that the workload is above the second threshold limit programmed.
Audible Indications
For sets programmed for audible indications, the system provides the following different ringing patterns, depending on the threshold alert status:
·a single ring occurs when the longest waiting caller exceeds the programmed first threshold time interval
·a double ring occurs when the longest waiting caller exceeds the programmed second threshold time interval
·a single or double ring occurs when a previous threshold time interval is reverted to (i.e., when the longest waiting call is answered and the next longest waiting caller is in a different threshold level).
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