Refresh Rate; Viewing Mode - Nortel Express Call Center User Manual

March 2005

Viewing mode

You can view displays in two different modes: moving window and interval-to-
date.
Moving window
In moving window mode, statistics are collected for a block of time that
represents the last 10 minutes of system activity.
Interval-to-date
In interval-to-date mode, statistics are collected only for the specified time
period. At the end of the time period, data fields initialize to 0 (zero), and
collection begins for the next time period.

Refresh rate

The Agent Real-Time display is updated every 2 seconds. All other Real-time
displays are updated every 5 seconds.
Thresholds
You can define thresholds for statistics in real-time displays. The thresholds
specify the values for the low and the high end of the normal range. Thresholds
are stored on the server.
For each threshold, you can use colors to identify whether the value of the
statistics is less than the low value, between the low and the high value, or
greater than the high value. Threshold color definitions are stored on the
client PC.
For example, in a skillset real-time display, you can specify low and high values
for the Agents In Service statistic. You can set the low (level 1) value to 2, and
the high (level 2) value to 6. These threshold values are used for skillset real-
time displays on all client PCs.
On your client PC, you can set the level 1 color to red and the level 2 color to
blue. If you do this, the statistic appears in red if it is less than 3, black if it is 3 to
6, and blue if it is greater than 6.
Reports and Displays Guide
Working with real-time displays
115