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NN44400-710 Contact Center Performance Management 12 November 2010 41
Graphical displays
When you copy a private display, the system gives the new display a default name in
the format [server name]_[private display name]. Because each public display must
have a unique name, you must type a new name if you save a public display with the
same default name. If you do not type a new name, the system overwrites the existing
display.
4 Click Make Public Copy to save the private display in the Public Graphical Displays
folder under the same server.
--End--
Assigning threshold alerts to a nodal real-time display
An administrator can use two threshold values to define system activity: the low value
(level 1), and the high value (level 2). These values result in three operational levels:
• Below level 1: Based on the type of statistic, this level can mean normal contact
center operation and no action required (that is, the lower the number of calls
waiting, the better), or it can signify an alert situation that requires attention (that is,
the lower the service level percentage, the worse the situation).
• Between level 1 and level 2: This level can indicate a required action to prevent
contact center performance to move beyond acceptable operating levels.
• Above level 2: Based on the type of statistic, this level can mean normal contact
center operation and no action required (that is, the higher the service level
percentage, the better), or it can signify an alert situation that requires attention (that
is, the greater the number of calls waiting, the worse the situation).
Prerequisites
• Log on to Real-Time Reporting. See Logging on to Real-Time Reporting (page 23).
• Create at least one private display.
You can customize only the columns in private
displays. If you choose a public display, you must first copy and save it in your Private
displays folder before you can customize the columns. See
Making a public copy of a
graphical display (page 40).
Procedure steps
Step Action
1 In the left pane, under the server that contains the private display to customize,
navigate to the private display.
2 In the right pane, click the Columns tab.
3 From the sample table, select the statistic for which to define the threshold colors.
4 From the threshold colors boxes, select the colors for the statistic if it is below the level
1 threshold value, if it reaches a value between level 1 and level 2, and if it exceeds
level 2.