Alarms & Thresholds

Author: CCa2z

Date: 5th November 2009

A feature of most management information systems (MIS) is the facility to enable performance alarms or thresholds.

Because MI systems display a number of agents and information the information is not always friendly on the eye.  Like a wallboard, a quick glance should be enough to alert you of any anomalies.

Users would define what the acceptable performance parameters should be.  Any deviation would be highlighted in a different colour or RAG'd (red, amber and green).  This also applies to wallboard information.

Such information could be high-level performance against service level / abandon rate.

At agent level, this could include, talk time, wrap time, break time, together with the number of agents available to receive calls.


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