Gauges
Overview
The Gauges widget provides the user with a real-time view of their Avaya ACD skills. Agents can choose whether they want to view the gauges and which ones to view. These can also be hidden or minimized by clicking the arrows as seen in the image below. Clicking the arrow on the top left will hide the gauges completely. Note that gauges cannot be expanded or collapsed in Flex view.
While expanded (image on the right), the gauges will display a visual of the value.
Gauges in Classic Layout
Gauges in Flex Layout are always collapsed
While collapsed (image on the left), the gauges will show a color code and number indicating the value.
- Red = bad
- Orange = at risk
- Green = good
- Blue = info
Gauges can be configured to display the following information:
Skill Gauges
Agents Available: The total number of agents available in the skill.
Interactions Waiting: The total number of calls in the skill.
VDN Gauges
Longest Call: The longest call waiting at the VDN level.
Multiple skills or VDNs can be combined into a single gauge if applicable.
Skill and VDN information is only available if monitored by CT Suite Monitor server. Upon login to Avaya, the CT Suite Web Client obtains a user's current skill list. Please see server administration and configuration guide for additional information.
For more information on how to configure gauges, go to the Dashboard chapter in Settings.