Contact Expert v7.1 for Skype for Business Server

Thresholds

The following article describes the threshold values available Contact Expert Portal. Thresholds either filter data presented in the report (e.g. Queue Service Level - Maximum Ratio of Abandoned Requests) or provide visual alerts by highlighting certain values reaching a predefined threshold to draw attention.

Please note that these are tenant-global values. If you wish to set the parameters for specific queues or campaigns, read the View Settings of Specific Reports article.

1. Navigate to Reports → Thresholds form.
2. Choose the tenant to configure and click Edit.
3. Specify the parameters described below to alter the reports available over the CE Portal. These Thresholds do not affect Excel based BI reports.
4. Click Submit to save the changes.

The table below describes the various thresholds:

Agent Status Monitor - Maximum Time to Spend by Agent in 'Active' Status [sec]	Specifies the critically long duration of an agent being in 'Active' status.
Agent Status Monitor - Maximum Time to Spend by Agent in 'ACW' Status [sec]	Specifies the critically long duration of an agent being in 'ACW' status.
Agent Status Monitor - Maximum Time to Spend by Agent in 'Online' Status [sec]	Specifies the critically long duration of an agent being in 'Online' status.
Agent Status Monitor - Maximum Time to Spend by Agent in 'Passive' Status [sec]	Specifies the critically long duration of an agent being in 'Passive' status.
Agent Status Monitor - Maximum Time to Spend by Agent in 'Preview' Status [sec]	Specifies the critically long duration of an agent being in 'Preview' status.
Agent Status Monitor - Maximum Time to Spend by Agent in 'Preview' Status [sec]	Specifies the critically long duration of an agent being in 'Preview' status.
Agent Status Monitor - Maximum Time to Spend by Agent in 'Ringback' Status [sec]	Specifies the critically long duration of an agent being in 'Ringback' status.
Agent Status Monitor - Maximum Time to Spend by Agent in 'Ringing' Status [sec]	Specifies the critically long duration of an agent being in 'Ringing' status.
Agent Status Monitor - Maximum Time to Spend by Agent in 'Wrapup' Status [sec]	Specifies the critically long duration of an agent being in 'Wrapup' status.
Campaign Status Monitor - Maximum Ratio of Closed Tasks [%]	Specifies the critically high ratio of closed tasks in a specific campaign.
Campaign Status Monitor - Maximum Ratio of Scheduled Tasks [%]	Specifies the critically high ratio of scheduled tasks in a specific campaign.
Campaign Status Monitor - Minimum Number of Remaining Tasks	Specifies the critically small number of remaining tasks in a specific campaign.
Campaign Status Monitor - Minimum Ratio of Remaining Tasks [%]	Specifies the critically low ratio of remaining tasks in a specific campaign.
Queue Service Level - Maximum Answer Time in Chat Queues [sec]	Specifies the time interval within the chat requests should be delivered to an agent.
Queue Service Level - Maximum Answer Time in Email Queues [sec]	Specifies the time interval within the email requests should be delivered to an agent.
Queue Service Level - Maximum Answer Time in Voice Queues [sec]	Specifies the time interval within the voice requests should be delivered to an agent.
Queue Service Level - Maximum Ratio of Abandoned Requests in Chat Queues [%]	Specifies the critically high ratio of requests abandoned in chat queues.
Queue Service Level - Maximum Ratio of Abandoned Requests in Voice Queues [%]	Specifies the critically high ratio of requests abandoned in voice queues.
Queue Service Level - Minimum Abandoned Request Time in Chat Queues [sec]	Specifies the minimum duration of a chat request waiting in queue to be counted as abandoned, chat requests dropped by the customer before this threshold is reached are not counted as abandoned.
Queue Service Level - Minimum Abandoned Request Time in Voice Queues [sec]	Specifies the minimum duration of a voice request waiting in queue to be counted as abandoned, calls dropped by the customer before this threshold is reached are not counted as abandoned.
Queue Service Level - Minimum Service Level in Chat Queues [%]	Specifies the critically low service level in chat queues.
Queue Service Level - Minimum Service Level in Email Queues [%]	Specifies the critically low service level in email queues.
Queue Service Level - Minimum Service Level in Voice Queues [%]	Specifies the critically low service level in voice queues.
Queue Status Monitor - Maximum Expected Waiting Time in Chat Queues [sec]	Specifies the critically long 'Expected Waiting Time' in chat queues.
Queue Status Monitor - Maximum Expected Waiting Time in Email Queues [sec]	Specifies the critically long 'Expected Waiting Time' in email queues.
Queue Status Monitor - Maximum Expected Waiting Time in Voice Queues [sec]	Specifies the critically long 'Expected Waiting Time' in voice queues.
Queue Status Monitor - Maximum Longest Waiting Time in Chat Queues [sec]	Specifies the critically long 'Longest Waiting Time' in chat queues.
Queue Status Monitor - Maximum Longest Waiting Time in Email Queues [sec]	Specifies the critically long 'Longest Waiting Time' in email queues.
Queue Status Monitor - Maximum Longest Waiting Time in Voice Queues [sec]	Specifies the critically long 'Longest Waiting Time' in voice queues.
Queue Status Monitor - Maximum Number of Requests Waiting in Chat Queues	Specifies the critically large number of requests waiting in chat queues.
Queue Status Monitor - Maximum Number of Requests Waiting in Email Queues	Specifies the critically large number of requests waiting in email queues.
Queue Status Monitor - Maximum Number of Requests Waiting in Voice Queues	Specifies the critically large number of requests waiting in voice queues.
Queue Status Monitor - Minimum Number of Active Agents	Specifies the critically small number of available agents in a specific queue.
Queue Status Monitor - Minimum Number of Logged-in Agents	Specifies the critically small number of logged-in agents in a specific queue.
Scheduled Task Status Monitor - Maximum Average Delay of Scheduled Tasks [sec]	Specifies the critically high average time period the scheduled tasks are spending in delayed state in a specific queue.
Scheduled Task Status Monitor - Maximum Ratio of Delayed Scheduled Tasks [%]	Specifies the critically high ratio of the number of scheduled tasks in delayed state in a specific queue vs the number of those that are not.
Scheduled Task Status Monitor - Maximum Scheduled Task Delivery Time [sec]	Specifies a time interval starting from the prescheduled time of the task, within which the system attempts to deliver it to the designated agent or agents. When the amount of time specified here expires, the task is considered to be in a delayed state.