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 Level 3 represents the highest level of alert, displayed on a wallboard. A Level 3 alert message is configured as a wall board message set containing text and data variables. However, the number of characters displayed at a given moment may be limited by the type of wall display unit. The wallboard may scroll the message in order to display it in its entirety. Presently there are no wallboards being used. NEC Guru 2014 Page 1
Log in as the system administrator (admin + gnavpro [all lower case letters]). Select the icon 4 th from the left on the task bar that looks like a wrench and screwdriver (System Configuration). NEC Guru 2014 Page 2
On the left side select Splits, Node 1, then highlight the split for which you wish to set an alert. NEC Guru 2014 Page 3
alerts. Select the Agent Alerts tab at the top for agent alerts, or the Split Alerts tab for split 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. PBX IN - PBX Incoming Call. The time an agent spends on a PBX incoming call. PBX OUT - PBX Outgoing Call. The time an agent spends on a PBX outgoing call. PBX INTER - PBX Internal Call. The time an agent spends on a PBX internal call. NEC Guru 2014 Page 4
All times are reported in seconds, with a maximum value of 65535. Click on the Level 2 box next to the item for which you want to set an alert. Type the alert threshold, then, click on the right side of the User box. NEC Guru 2014 Page 5
A pull down menu will appear. Select the client user from the menu. NEC Guru 2014 Page 6
Click on the Apply button at the lower right side when complete. NEC Guru 2014 Page 7
When you return to the real time screen you will see in the ACD Time column, the alerts highlighted in red. NEC Guru 2014 Page 8
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 9 th from the left (Show Alerts). NEC Guru 2014 Page 9
A new, blank alert message displays in the message list. Click on the bell with the plus sign to open up a new message. NEC Guru 2014 Page 10
Click your cursor in the black Edit alert message text area, then, enter the message text. The Current Length and Maximum Length values update as your type. NEC Guru 2014 Page 11
(Optional) Right-click in the black Edit alert message text area to display a popup 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. Click OK to save the alert message and close the dialog. The new Level 2 alert message is now available for configuration. NEC Guru 2014 Page 12
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 userspecified 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 Number of calls in the agent's personal queue. NEC Guru 2014 Page 13
Every effort was made to ensure content accuracy. If you detect any errors in this guide, please use the contact us button on the main page and inform us so we may verify and make corrections. This guide is intended to be just that, a guide. It is not intended to teach the novice how to program the system. There is no substitute for a trained experienced technician. If you have any reservations about using this guide then please contact an authorized NEC vender for assistance. NEC Guru 2014 Page 14