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Configure thresholds for real-time metrics to identify metric values that require attention. You can define organization-level defaults and override them for specific queues.
Prerequisites
To use thresholds, configure privileges for the Real Time Streaming Analytics Threshold (msdyn_ccrtathreshold) table.
Use an account with the System Administrator role.
If you use the default Omnichannel administrator and Omnichannel supervisor roles, create copies of the roles. If you already use custom or copied roles, configure those roles directly.
Configure the following table privileges:
- For the administrator role, set Create, Read, Write, Delete, Append, and Append To to Organization access.
- For the supervisor role, set Read to Organization access. Set the remaining privileges to None.
Map the roles to the Admin and Supervisor personas, and assign the appropriate roles directly to users. Retain existing persona mappings and other required security roles.
Configure organization-level thresholds
Organization-level thresholds apply to all queues that don't have queue-specific overrides.
- In the Contact Center workspace app, in Real-time analytics, select Configure.
- On the Thresholds tab, select the key performance indicator (KPI).
- Under Organization defaults > Threshold configuration, specify whether Lower is better or Higher is better.
- Enter the At risk and Critical threshold values.
- Save your changes.
Configure queue-level thresholds
Override the organization-level thresholds when a queue requires different values.
- In the Contact Center workspace app, in Real-time analytics, select Configure.
- On the Thresholds tab, select the KPI.
- In the Queue thresholds tab, select Manage queue thresholds and add or modify the queues that you want to configure.
- Enter the At risk and Critical threshold values.
- Save your changes.
Queues with an override use their queue-specific thresholds. Other queues continue to use the organization-level thresholds.
Reset thresholds
You can also reset modified thresholds to restore the default values.
Related information
Overview of real-time streaming analytics
Wallboard
Assisted service
Queues
Representatives
Conversations (preview)
Self-service