Specifications

Monitoring Activity Using Thresholds
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ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 18
Using Thresholds
By default, Agent Manager specifies thresholds for real-time group activity. Information on this activity
is displayed by running specific reports. When the activity, such as number of calls in queue, reaches
or exceeds a threshold, you receive an alert. The data in the report is usually highlighted in yellow
when the threshold is reached, and in red when the threshold is exceeded. Thresholds are defined
using Groupings > Groups > Thresholds in Contact Center Director.
In addition to a color indicator, an audible alert is available. This alert can either be a system beep or a
sound from a WAV file, and the alert can play once or continuously for a specified period of time. Alerts
are configured using Supervisor > Alerts in Contact Center Director.
Agent Manager provides two default files used as the audible alerts, warning.wav and alarm.wav.
When data meets or exceeds the yellow threshold level, the sound in the warning.wav file is used.
The alarm.wav file sounds when the data meets or exceeds the red threshold level. You can use
custom alerts by recording or using an existing WAV file. Save your custom sounds in the
Supervisor\Bin folder of your Contact Center directory with the filename custom_warning.wav
and custom_alarm.wav.
Contact your system administrator to implement or change threshold levels for specific group
activities. In order to use audible alerts, your system must be configured for this feature. Check with
your system administrator if you have questions about using or implementing audible alerts.
 White — Value is in the normal zone.
 Yellow — Value is in the warning zone.
 Red — Value is unacceptably high or low.
The Threshold tab contains the following information:
 Name — Name of the event that the threshold is specified.
 Yellow — Threshold has been exceeded.
 Red — Threshold has been exceeded to an unacceptable level.
 Up — If checked, indicates that the parameter counts up to go from White to Yellow to Red.
Uncheck means that the parameter counts down.
Real-Time Report Templates
Real-time reports are based on three types of templates: real-time, hourly summary, and daily
summary.
Real-time templates show statistical and summary data on agents for the recent time interval. The
real-time interval is specified using Groupings > Groups > General in Contact Center Director. Using
reports generated from a real-time template, you can watch the data change as events occur in your
call center.