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About Setting Up Alarms in Oracle Contact On Demand Supervision Manager

In 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:

  • Very Low (Green)
  • Low (Blue)
  • Medium (Yellow)
  • High (Orange)
  • Very High (Red)

Setting Up Alarms in Oracle Contact On Demand Supervision Manager

It 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.

Table 13. Alarm Types in Oracle Contact On Demand Supervision Manager
Alarm Name
Description

Status Duration Alarm

This type of alarm notifies you when an agent holds the same status for too long. This information is critical in managing queue hold times. Agents chatting for longer than the reasonable expectations set for the interaction can cause the queue to back up. Knowing when the backlog is occurring is essential for proactive queue management.

Media Duration Alarm

This type of alarm notifies you each time that an agent works on a chat interaction and for how long. As a result, a supervisor can better determine whether agents are spending too much time on a chat interaction. Knowing this information can help a supervisor decide if more training is required for specific chat interaction types, or if stronger action is required for the individual agents.

General Alarm

This type of alarm creates alarms for specific columns of information (such as login duration, total interactions, and so on) from one or more views (including agents, interactions, and workgroup statistics views).

As a result, you can track project-, agent-, and workgroup-specific information (such as calls overflowing out of workgroups) and more actively manage workloads and agents.

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

  1. Log in to Oracle Contact On Demand Supervision Manager, and select the Supervision tab.
  2. Navigate to the Alarms screen, then New Alarm.
  3. On the New Alarm Definition dialog box, select one of the following:

    Status Duration
    Media Duration
    General

  4. Click Next to continue defining the conditions for your alarm.

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 Manager

To 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

  1. Log in to Oracle Contact On Demand Supervision Manager, and click the Supervision tab.
  2. Navigate to the Alarms screen, then Current Alarms to display a list of all alarms that have either been triggered or are inactive.

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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