FROM RELEASE 3.34

It is possible to setup thresholds for values in table columns in the supervisor.

The mechanism to perform this involves a combination of setting the threshold values - i.e. setting up values to go into "buckets", and then configuring CSS styles to color these elements.

Example

To make our example easy to understand, we will take the Availability and Service Level counters from the ACD groups.

We want the service level to be colored green when it is 80% or above, yellow when it is 60% or above and red otherwise.

Buckets

The first step is to define buckets into which values are placed. Each bucket will ultimately be used to define the CSS used (e.g. for foreground and background colors) with which the value will be rendered.

The number of buckets you configure is not restricted, however, to keep the CSS simple, we will consider three buckets in the following examples.

The CSS definition which will be used by each bucket is shown in the table below. (We will see how to apply this later).

background-color: #169A13;
color: white;

background-color: #FCC10F;
color: black;

background-color: #BB0F18;
color: white;

Example

The following shows an example of values rendered using the three definitions above:

Bucket Definition

First of all, we will consider a three bucket definition using the buckets 0, 1 and 2 above (green, yellow, red - like a traffic light).

A bucket definition is a comma separated list of integers. The first value in the list is bucket 0, and so on.

When the system renders a value in a column, in order to decide what CSS rules to apply, it compares the value with the threshold all of the buckets defined using the following algorithm:

For our example, the bucket definition 80,60,0 can be used - defining three buckets with thresholds of 80, 60 and 0 respectively. 

• 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.

Attaching Buckets to Columns

Buckets are attached to columns, by defining:

• A User Setting (these can be defined by each user individually in User Master Data)
• An ACD Group Parameter (only used for values associated with ACD Groups - in the ACD Groups ... Parameters Tab for each ACD Group individually).
• A Client Parameter setting (these can be defined for the client account as a whole in Client Master Data)

The order of processing is as follows:

• If the user has defined a setting, use this setting.
• Otherwise: If the value is associated with an ACD group, check the ACD group parameters and use the setting if found.
• Otherwise: Check the Client Parameters and use this setting if found.
• Otherwise: no setting is configured, no processing will occur.

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

User Settings

Here the 4 example settings are shown configured in the User Settings for the logged in user:

ACD Group Settings

Available Bucket Settings

Supervisor - All Agents / Active Agents (Overall view and details view within an ACD group)