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Configuring BCMS Vu from the Client 4-19

Configuring and Managing the BCMS Vu Software

Chapter 4

value of Number of ACD Calls, is often at least 90 but seldom more than 100, you

might select 100 as the maximum value. If you do this, the maximum height of a

vertical bar graph or time trace will represent 100. For a value above 100, the bar

will extend above the maximum value line and terminate in an apex. The actual

value of the item will appear above the point of the apex.

Every data item is assigned a default maximum value. You can change each of these

default values through the Options|Configure|Thresholds and Maximum Values

menu command.

Configuring Thresholds and Maximum Values 4

You set thresholds and maximum values from a window of the same name. You

open this window by selecting Options|Configure| Thresholds and Maximum

Values.

The following is a description of this window:

When the tree in the left-hand window is collapsed fully, three categories of

measured entities (Split/Skill, Agent summary, and VDN summary) are listed. You

cannot set a maximum value or threshold for a category.

If you expand a category, the data items that pertain to that category (for example,

Calls Waiting and Oldest Call) are displayed. You can set a maximum value and

thresholds for a data item across all members of a category.

For example, you can designate an upper caution value of five minutes for “Average

Speed of Answer” for all splits/skills. To do this,

1. Expand Split/Skill (click on the “+” next to the split/skill icon).

2. Highlight Average Speed of Answer.

3. Set the upper caution value to “05:00.”

A caution alert now appears in reports covering any and all splits/skills where

Average Speed of Answer is being measured and the average rises above 5

minutes.

Note

If multiple splits/skills or types of data items are represented on the

same report, the maximum height of the graph will be the largest of

the maximum thresholds of all the data items selected.

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