Dashboard grids can be configured to alert when agents go over a predetermined time, set by you, on the 'Time in status' column of the configurable grid.
Adding an alert.
1 - Select the cog icon in the top right of the widget to access the settings;
2 - In the dialog box that appears, make sure data type is set to ‘User’ – you cannot set alerts on non-user data.
3 - Select the 'Add Alert' button to add an alert.
The following stats can have an alert assigned to them;
- Logged off
- Break
- Nailing up
- Not ready
- Managing call-backs
- Ready
- Previewing
- Calling
- Ringing
- Talking
- Conferencing
- Warm transferring
- On hold
- Dispositioning
- Monitoring
- Coaching
- Barging
- Interacting
- Interaction wrapping
Once you have configured the alert, selecting the duration, stat and colour, click 'Save & Close'. You will now see that when an agent enters the selected status and as the time progresses, the bar will fill up with the colour selected. When the agent exceeds the time set against the alert, the time in status bar will flash between the colour selected and white.
Multiple alerts.
Multiple alerts can be set up for each of the Time In Status types, and each one can be different, for example, you may want alerts for agents in Ready for more than 30 seconds, but a different alert for agents in wrap for more than three minutes. These can be configured all at once by pressing ‘add alert’ as many times as required.
If you require different alerts for different teams or areas of the business, the best solution is to have more than one configurable agent grid, and apply dashboard groups using the filters in the top right of the screen. This will allow different time in status alerts based on groupings.