© NEC Guru 2014 Page 1
Setting Up Global Navigator Alerts
The Alerts feature allows the Global Navigator Administrator to set up warning levels to indicate to the supervisor or manager split and/or agent conditions that may warrant attention. There are three alert levels that can be set. This document concentrates on the level 2 alert. It allows the administrator to set a threshold level and to assign an optional alert message that will show up on the client terminal. The three types of alerts are identified below.
Level 1
This threshold is available for the entire system and for individual splits. It is the lowest level of alert and does not have an associated message.
Level 2
Level 2 alerts display in a color convention and/or a popup window. A Level 2 alert message can contain a maximum of 32 characters, including any data variables. There is no limit to how many portions of the message can be text and how many portions can be data.
Level 3
© NEC Guru 2014 Page 2 Log in as the system administrator (admin + gnavpro [all lower case letters]). Select the
icon 4th from the left on the task bar that looks like a wrench and screwdriver (System
© NEC Guru 2014 Page 4 Select the “Agent Alerts” tab at the top for agent alerts, or the “Split Alerts” tab for split alerts.
The agent alert thresholds are identified below. You can assign a threshold level for the following states:
ACD IN - ACD Incoming Call. The time an agent spends on an incoming ACD call. ACD INTER - ACD Internal Call. The time an agent spends on an internal ACD call. ACD READY - ACD Ready mode. The time an agent spends in the ready mode. ACD WORK - ACD Work Mode. The time an agent spends in the Work Mode. ACD BREAK - ACD Break Mode. The time an agent spends in the Break Mode. ACD HOLD - ACD Hold Mode. The time an agent put the call on hold.
© NEC Guru 2014 Page 5 All times are reported in seconds, with a maximum value of 65535.
© NEC Guru 2014 Page 9 Level 2 alert messages display in a pop-up window. You can specify a threshold after which an alert displays, the user who will receive the alert message, and the text of the message itself. You can set the thresholds on a system, split, or admin group basis.
To create a Level 2 alert message, do the following:
Launch the GNav Pro application as the system administrator. Enter admin as your user name and gnavpro as the password click “OK”. The GNav Pro main window displays. Click the
icon that looks like a bell in the task bar 9th from the left (Show Alerts).
© NEC Guru 2014 Page 10 A new, blank alert message displays in the message list.
© NEC Guru 2014 Page 11 Click your cursor in the black Edit alert message text area, then, enter the
© NEC Guru 2014 Page 12 (Optional) Right-click in the black Edit alert message text area to display a pop-up menu, then select a system-provided statistic (such as GOS, Date, Time, etc., GNav Pro will insert in your message. The message text area then displays a yellow placeholder that will be replaced with the current statistic during an actual alert.
(Optional) Click “Apply” to save the current message and leave the Alert Messages dialog open for creating additional alert messages.
© NEC Guru 2014 Page 13 Split alert thresholds are listed below. They are assigned in a similar manner.
%GOS
Percent Grade of Service — percentage of calls successfully answered within a user-specified number of seconds. Specified as a percentage from 0-100.
Avg Spd Ans
Average Speed to Answer — sum of the waiting times of answered ACD calls, in seconds, divided by the number of answered ACD calls.
Queue: L.W. Call
The time of the longest waiting call, in seconds, for a particular split.
Queue: #Q Calls Number of calls in the split queue. Agent Queue: L.W. Call
The longest waiting call, in seconds, for a particular agent's personal queue.
Agent Queue: #Q Calls