Contact Center Client 209
Filtering device variables
On the Queue Now, Agent Shift, Queue by Period, and Queue Group Now monitors, you can filter specific
device variables. For example, on the Queue by Period monitor, you could filter the Calls Offered variable and
display statistics for the intervals during which the queue was offered five or more calls.
To filter variables
1. Right-click a monitor and click Filter device variables.
2. Click Filter data to show, select a variable, select an operand, and type a number.
3. Click OK.
A subset of the data is displayed based on the conditions defined in the filter.
Setting alarms
You can define alarms to alert you to significant changes in contact center activity. Using the alarms, you
specify performance thresholds for contact center elements, such as queues and agents.
Client alarms are specific to each computer. To notify you that performance thresholds are not being met, you
can configure alarms so that
• Monitor cells and statistics change color.
• A pop-up notification appears on your desktop.
• A sound prompt, such as a beep or .wav file, plays.
• You are notified by email.
• Contact Center Client appears on top of all open applications.
To configure alarms for real-time monitors
1. Add performance thresholds.
2. Specify threshold colors.
3. Specify threshold notification.

Adding performance thresholds

To add performance thresholds so you can monitor alarms
1. Right-click a monitor and click Set alarms.
The Set alarms window appears.
NOTE: You can select the Apply the alarm thresholds to all devices displayed on the monitor check
box to apply the threshold settings for performance variables across all queues or agents. Alternately,
you can select Apply the alarm thresholds to a specific list of devices to apply the threshold settings
for a performance variables to a list of queues or agents.
2. Under Devices, select one or more queues or agents or select the Select all check box to select all
queues or agents.
3. In the Performance variables list, select a variable.
4. Under Alarm Thresholds, click Add threshold and type a value for the upper boundary of the
threshold.
The lower boundary cannot be modified. The lower boundary of the next threshold is always slightly
greater than the upper boundary of the previous threshold.
5. Click OK.