Toshiba Strata CTX Insight CTX Supervizor's Manual page 87

Table 13Alarm Thresholds
Alarm
Wait Time – A call has been
waiting too long to be answered.
Held Time – A call which
remains on hold for too long.
Calls Waiting – The number of
calls waiting to be answered.
Lines In Use – The number of
lines used is near capacity.
Insight CTX Supervisor Guide 04/03
Available on
Lines
Line Groups
DIDs
An imbalance of lines to extensions/agents.
DID Groups
Ext. Groups
Agent
Groups
Lines
A need for training.
Line Groups
Need to allocate more agents or change the
DIDs
groups' answering priorities.
DID Groups
Line Groups
DIDs
An imbalance of lines to extensions/agents.
May need to rearrange the groupings.
DID Groups
A training issue. Use other stats to pinpoint
Ext. Groups
need.
Agent
Groups
Line Groups
DIDs
Need more DIDs/lines.
DID Groups
Need to rearrange the way the lines and
Ext. Groups
DIDs are grouped.
Agent
Groups
Configure Alarms
May Indicate
Alarms
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