Threshold Configuration Options: Relative to Forecast
I
Imperial red Wildebeest
When configuring queue specific thresholds, it would be nice to be able to set thresholds that are relative to the forecast for the queue or queues you are configuring.
Examples:
[channel/queue] reaches the Danger threshold when Unit of work volume is [greater than, less than, greater than or lesser than] x% of forecast.
[channel/queue] reaches the Warning threshold when Average handle time per unit of work is [greater than, less than, greater than or lesser than] x% of forecast.
Ideally this would also be configurable with the standard lookback windows that Assembled already offers. This would allow thresholds & notifications for things such as
"AHT has risen 10% over forecast in the past hour" or "Volume has risen 25% over forecast in the past 30 minutes"
M
Megan Yang
Merged in a post:
Real time overview notifications with breakdown between volume above or below forecast
B
Brilliant Antelope
In the real time overview notifications, we would like to have a way to distinguish when the forecast percentage error is above a certain threshold but not because we’re seeing a spike on tickets but actually because we received less volumes than expected. We want to set different notifications to ensure we get a slack message alerting if we are above or below the forecast.