⚒️Global Service Settings

Admin Tools -> Organization -> Settings

Using this tool requires the Service Admin role.

Overview

Global service settings allow administrators to configure service level thresholds and receive alerts for exceptional values.

Thresholds are predefined limits set within a system to trigger alerts or actions when certain metrics exceed or fall below these values.

The thresholds are used by the Real Time Monitor to calculate certain metrics (e.g., the number of cases in the critical waiting time range) and to provide warnings or critical indications.

Waiting Time

• Warning: Cases with waiting times that fall between this value and the Critical threshold are classified in the “Warning” range, indicating that attention may be needed to prevent further delays.

• Critical: Cases with waiting times that exceed the Critical threshold are classified in the “Critical” range, signaling an urgent need for immediate action to address the issue.

Appointment Delays

Appointment delay is the time difference between the scheduled time and the actual start of an appointment.

• Warning: Appointments delayed by a duration between this value and the Critical threshold are classified in the “Warning” range, suggesting that action may be needed to prevent further delays

• Critical: Appointments delayed beyond the Critical threshold are classified in the “Critical” range, indicating an urgent need for immediate action to rectify the situation.

Agent Workload

The ratio of waiting and pending cases to online agents in the unit measures how many cases each active agent is handling. This ratio helps assess the workload and efficiency of the agents in managing cases.

• Warning: When the ratio of waiting and pending cases to online agents falls between this value and the Critical threshold, it is considered in the “Warning” range, indicating that the agents may be approaching an unsustainable workload.

• Critical: When the ratio exceeds the Critical threshold, it is considered in the “Critical” range, signaling that the agents are overloaded and immediate action is necessary to manage the workload effectively.