Incremental Threshold

[NCSC_User]

Is there a way to create a threshold that will execute an action every time it increments by one?

We have a Virtual Queu view that shows when our calls default due to our CTI being down.  Most of the time that data element shows 0.  It's currently set to flag red when a single call hits it but what happens is once it's flagged red any additional call if more creep in, aren't as obvious.

I was wanting to fire off a .wav file each time an additional call after 1 hit the Q.  Is there a way to write code for that which would work in Pulse?  Or possibly a different idea?

[mark]

You can do many things with thresholds and actions, from wav alerts to sending a file to a DB to be displayed elsewhere, I think you might even be able to send an email.

[pdavid]

I have email alerts going out at the queue level, however I have 2 different type of alerts setup at the queue levels.

Current calls waiting - I have tiers of 5 built in so it will send me an alert from 5, 10, 15, 20, 25, 30, and 35 calls in queue.

Max time waiting - I have the method built by tier(time) level (5, 7, 10, 15, 20, 25, 30, 35 minutes)

We have the alerts built this way for documentation purposes to support if we need to move real-time schedules, as well as provide backup data to the businesses that they need to grow, as well as provide recruiting the days/times to hire for.

Remember as soon as the threshold is reached the action is shot, so if you're wanting to have an action for every call after a certain number, you'll have to build it, but it you want emails to be sent, depending on the distro owners whom recieve the email, it may lose it's luster, but then again that all depends on the business requirements on your end.

[NCSC_User]

Thanks all.. i was wanting to use only on threshold to trigger the same action, kind of an N=N+1 kind of deal.  Threshold is true for N. So i appreciate you clearing up the fact that once the threshold is met it's shot and another one is needed.

I'll just need to determine how to set them up.  Mebby every 2 to 3 calls or so since this is a Q that no calls should be hitting at all.

Thanks again

[pdavid]

You'll be able to determine by the email alert traffic, the way I have mine setup for from a low priority FYI to an 'all hands on deck', and I did it this way by trial and error until I got the right tiers I need for my dept to take the appopriate steps to send out our alert status and recommendations for the different business to undergo until the queue is cleared.

[tomlinsj]

Hi Pdavid,

That is the exact type of threshold manipulation i am looking to use, what VB statements are you using to execute those actions?

T

[pdavid]

Just create thresholds for the tiers that you want emails sent out. VB statements are pretty easy..

Here's one for greater than 5 (calls waiting).

if Threshold.StatValue > 5 then
  Threshold.Result = true
end if

Here's one for greater than 5 (minutes of wait)

if Threshold.StatValue > 300 then
  Threshold.Result = true

Then you need to attach the email actions to them.
end if