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- If the value is >= 80 it will be placed in bucket 0. Whilst it could fit into all buckets, the bucket with the highest threshold is bucket 0, and this one will "win".
- If the value is >= 60 but < 80, it will be placed in bucket 1. If could fit into buckets 1 or 2, but bucket 1 hast the highest threshold and will "win".
- If the value is < 60 it can only fit into the third bucket.
| Info |
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Note: in our example if the value was negative, it would not fit into any bucket and no CSS rules would be applied. Since a service level should never be less than 0, this will not matter for our example. However, this principle the principle of not having a bucket which fits a value can be used safely - simply not having a bucket definition for a range of values will result in no CSS being if a value is not placed in a bucket, no CSS rules will be applied and the value will appear as usual (black text on the grey zebra striped background). |
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The actual settings required are documented in the table further below.
For our example, we need to configure the settings:
- Thresholds.AcdSupervisor.InboundStatus.Realtime.ServiceLevelAvailability
- Thresholds.AcdSupervisor.InboundStatus.Realtime.ServiceLevelInService
- Thresholds.AcdSupervisor.InboundStatus.Statistics.ServiceLevelAvailability
- Thresholds.AcdSupervisor.InboundStatus.Statistics.ServiceLevelInService
Available Bucket Settings
Supervisor - All Agents / Active Agents (Overall view and details view within an ACD group)
| Setting Name | Column | |
|---|---|---|
| Thresholds.AcdSupervisor.Agents.AcdLoginTotalCallsAllGroups | Calls (all) | |
| Thresholds.AcdSupervisor.Agents.AcdLoginTotalCallsCurrentGroup | Calls (Group) | (group details page) |
| Thresholds.AcdSupervisor.Agents.AgentStatusDuration | Agent Status Duration | |
| Thresholds.AcdSupervisor.Agents.AgentsCallsPerHour | Calls (hour) | |
| Thresholds.AcdSupervisor.Agents.DiallerSuccessToday | Dialler Success | |
| Thresholds.AcdSupervisor.Agents.AgentsPostCallDurationAverage | PC Ø | |
| Thresholds.AcdSupervisor.Agents.AgentsPostCallPerHour | PC/h | |
| Thresholds.AcdSupervisor.Agents.AvailabilityTimer | Available for | |
| Thresholds.AcdSupervisor.Agents.BusyNoAnswer | Busy / No Ans. | This column contains two values - the number of busy calls to the agent, and the number of no answer calls to the agent. The values are added together and then the corresponding bucket is determined. |
| Thresholds.AcdSupervisor.Agents.GroupStatusDuration | Group Status Duration | (group details page) |
| Thresholds.AcdSupervisor.Agents.LoginDuration | Login Duration |