Alarm configuration under Performance Monitoring is a table with one row per performance indicator. Here you define from which value an alarm is raised with which severity and who is informed of it — see Who is informed.
The columns
| Column | Content |
|---|---|
| Indicator type, Indicator | type and name of the indicator, cannot be changed |
| Email addresses | the recipients of the emails about the alarms of this indicator, separated by commas |
| Supervisors | the supervisors who are informed about the alarms of this indicator; the agents with a supervisor profile are available for selection |
| SNMP trap | send alarms of this indicator as SNMP traps |
| Raise on passive server | evaluate the indicator on a passive standby server as well |
| one column per severity | the threshold for this severity |
The severity columns follow the Severity list: the least severe on the left, the most severe on the right. The table reads the severities when it is opened; if you have changed severities, reopen it.
Entering thresholds
- Empty means: this severity does not apply to the indicator. Without any threshold, the indicator does not raise an alarm.
- What you enter depends on the result of the formula: a number, a duration
such as
00:05:00, a date, a switch for yes/no or a text, also for states. - The thresholds must match the Value order of the indicator: with ascending, the threshold of a more severe severity must not be lower than that of a less severe one; with descending, it must not be higher. Otherwise the cell shows Wrong value order.
- If the formula contains errors, the row shows Formula with errors, and the thresholds are locked.
After each changed cell, the Save window appears with the name of the indicator: OK saves immediately, Cancel discards the change. The new values apply from the next run, that is, practically immediately. The Administration does not save a row with Wrong value order or with No valid email addresses. You can save with the Performance counters permission set to Change.
Which severity applies
| Value order | Applies |
|---|---|
| ascending | the most severe of the severities whose threshold the value reaches or exceeds |
| descending | the most severe of the severities whose threshold the value reaches or falls below |
| not sorted | the severity whose threshold exactly matches the value; if several match, the least severe one |
Ascending: An indicator counts the waiting conversations, with the thresholds 5 for “Notice”, 10 for “Warning” and 20 for “Critical”. With 12 waiting, “Warning” applies, with 25 “Critical”, with 3 there is no alarm.
Descending: An indicator counts the logged-in agents, with the thresholds 3 for “Warning” and 1 for “Critical”. With three or two agents, “Warning” applies; with one or none, “Critical”.
If the value later moves to another severity, the alarm changes; if it no longer reaches any threshold, it ends — see How an alarm proceeds.