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Siebel Chat Guide > Managing Siebel Chat > Process of Setting Up Oracle Contact On Demand Supervision Manager > About Setting Up Alarms in Oracle Contact On Demand Supervision ManagerIn a busy contact center, supervisors and administrators must know immediately when agents are spending too much time on chat interactions, if chat requests are holding for too long before being connected to an agent, or if a chat workgroup queue is continuously full. Oracle Contact On Demand Supervision Manager allows supervisors to configure alarms that alert them to issues immediately, so that they can address the issues quickly. Configuring the alarms feature in Oracle Contact On Demand Supervision Manager means that Oracle Contact On Demand automatically notifies you whenever your alarm conditions are met. You can select from three different types of alarms, and set up to five severity levels within each. Each severity level corresponds to a different color, as follows: Setting Up Alarms in Oracle Contact On Demand Supervision ManagerIt is recommended that supervisors set up at least one each of the alarm types described in Table 13 to help them monitor and make decisions in relation to agent and queue management. This task is a step in Process of Setting Up Oracle Contact On Demand Supervision Manager. As soon as you create an alarm, it takes effect and remains defined in Oracle Contact On Demand Supervision Manager until you disable or delete it entirely. Alarms use a 24-hour clock that resets at midnight. When alarm conditions are met, the alarm is activated. To view all activated alarms in your workspace, complete the steps described in Viewing Alarms in Oracle Contact On Demand Supervision Manager. To set up an alarm in Oracle Contact On Demand Supervision Manager, complete the steps in the following procedure. To set up alarms in Oracle Contact On Demand Supervision Manager
For more information about setting up alarms in Oracle Contact On Demand, see Oracle Contact On Demand Supervision Manager Guide. Viewing Alarms in Oracle Contact On Demand Supervision ManagerTo view a list of all the activated alarms in Oracle Contact On Demand, complete the steps in the following procedure. To view all activated alarms in the Oracle Contact On Demand Supervision Manager
For more information about setting up alarms, viewing activated alarms, and about enabling and disabling alarms, see Oracle Contact On Demand Supervision Manager Guide. |
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