Setting the global thresholds

Real Time (legacy) is deprecated

Real Time (legacy) is now deprecated.

To create and manage agents and groups, use User Admin the VCC Admin Portal.
To monitor the performance of your Vonage Contact Center account, use Real-time Analytics, Historical Analytics, and Team Monitoring.
To monitor agents' interactions, log agents in to VCC, and change agents' states, use Team Monitoring.

For more information, see User Admin, Real-time Analytics, Historical Analytics, and Team Monitoring.

In Real Time you can configure the thresholds for some of the agent states.

Real Time uses the state thresholds to indicate how long an agent has been in their current state. The graphical representation of an agent on the Real Time desktop is usually outlined in gray. If the agent has been in their current state for longer than the threshold for that state, the agent is outlined in red. Supervisors can quickly see which agents have been on a break for too long, for example.

To set the thresholds, perform the following steps:

In the manage section of the toolbar area, click settings.
Settings appears.
In the fields alongside each of the agent states, type the threshold for that state.
Click Save.
The alert icon flashes and the list of alerts is updated.