myContactCenterManual

Performance monitoring and alarms

How myContactCenter continuously calculates metrics and alerts you by email, SNMP or event log as soon as a value reaches a threshold — and in which order to set this up.

Performance monitoring keeps an eye on the contact center for you. A performance indicator is a metric that the server continuously calculates from the live data — for example how many customers are currently waiting. For each indicator, you set thresholds, one per severity. If the value reaches a threshold, the server raises an alarm and, depending on the severity, reports it by email, as an SNMP trap to a monitoring system or in the Windows event log. It also informs the supervisors you have selected for the indicator. If the value no longer reaches any threshold, the alarm ends by itself.

Performance indicator Formula over live data Alarm configuration Threshold per severity Alarm raised, changed, ended depending on severity Email to the addresses entered SNMP trap to your monitoring system Event log of Windows on the server
From performance indicator to notification

The navigation pane has the Performance Monitoring group for this:

Entry Purpose
Performance indicator the metrics and their formulas — see Performance indicators
Severity the levels of the alarms and how each level reports — see Severities
Alarm configuration the thresholds per indicator and severity and who is informed of the alarms — see Alarm configuration
Alarms, Historical alarms the active alarms and their history — see Alarms

Setting up

The parts build on each other. Set them up in this order:

  1. Create severities, for example “Notice”, “Warning” and “Critical”. There are none after installation.
  2. Create performance indicators and write their formulas.
  3. In Alarm configuration, enter the thresholds, the recipients of the emails and the supervisors.
  4. For emails, set up email sending and the email template; for traps, the SNMP settings.

Alarms are raised on the active server. A passive standby server only evaluates an indicator if Raise on passive server is set in the alarm configuration.

Permissions and license

  • You see the Performance Monitoring group with the Performance counters permission. With Change, you edit indicators, severities and the alarm configuration.
  • You create, move and delete severities with the Alarms permission set to Change.
  • Only main administrators can close alarms and use the filter of the historical alarms.
  • Each indicator with an error-free formula occupies a Server: Alarms, per alarm license. If none is free, it shows No license and is not evaluated. With licensing by profiles, only general indicators need a license — see Features.
Performance indicators How to create metrics as performance indicators — the five types, the formula and the order of values — and how to export them as a MIB for an SNMP monitoring system. Severities How to create and order the levels of alarms, how each level reports an alarm — by email, SNMP or event log — and what to watch out for when moving them. Alarm configuration How to define for each performance indicator from which value which severity applies, who receives the emails about the alarms and whether SNMP traps are sent. Alarms How an alarm is raised, changes and ends, who is informed of it, and how to view and acknowledge active and past alarms in the Administration.

    ↑ ↓ select · Enter open · Esc close