##### Basic Tasks > Viewing alarms

# Statistic-Level Alarms

The Supervisor Work Area enables you to display multiple statistics for contact center objects. For example, a contact center might collect the following telephony performance statistics for Agents:

- Total Inbound Calls

- Average Inbound Time

- Total Outbound Calls

- Average Outbound Time

- Total Consult Calls

- Average Consult Time

- Average Handle Time

- Total Internal Calls

The administrator could define one or more of the following thresholds for each statistic:

- Low Thresholds (Under-Target):

- Minor

- Major

- Critical

- High Thresholds (Over-Target):

- Minor

- Major

- Critical

A Threshold Template contains a set of thresholds for a given type of object. For example, a contact center could create the following Threshold Template for Agents who handle consumer sales calls.

Agent Threshold Template—Consumer Sales

| Low Thresholds | High Thresholds
Statistic | Critical | Major | Minor | Minor | Major | Critical
Average Inbound Time | 00:02:00 | 00:02:30 | 00:03:00 | 00:05:00 | 00:06:00 | 00:07:00
Average Outbound Time | 00:03:00 | 00:03:30 | 00:04:00 | 00:06:00 | 00:07:00 | 00:08:00
Average Consult Time | 00:02:30 | 00:03:00 | 00:03:30 | 00:05:30 | 00:06:30 | 00:07:30
Average Handle Time | 00:04:00 | 00:04:30 | 00:05:00 | 00:07:00 | 00:08:00 | 00:09:00

It is possible to define multiple Threshold Templates for a given object type; therefore, the same contact center could define another Threshold Template for Agents who handle corporate sales calls.

Agent Threshold Template—Corporate Sales

| Low Thresholds | High Thresholds
Statistic | Critical | Major | Minor | Minor | Major | Critical
Average Inbound Time | 00:04:00 | 00:04:30 | 00:05:00 | 00:07:00 | 00:08:00 | 00:09:00
Average Outbound Time | 00:05:00 | 00:05:30 | 00:06:00 | 00:08:00 | 00:09:00 | 00:10:00
Average Consult Time | 00:04:30 | 00:05:00 | 00:05:30 | 00:07:30 | 00:08:30 | 00:09:30
Average Handle Time | 00:06:00 | 00:06:30 | 00:07:00 | 00:09:00 | 00:10:00 | 00:11:00

The contact center could apply the Consumer Sales Threshold Template to Agents who handle consumer sales calls, and the Corporate Sales Threshold Template to agents who handle corporate sales calls.

For further information, see Defining Threshold Templates and Assigning Thresholds to Objects.

The following actions occur when a threshold is violated:

- If the statistic is displayed in a table, the corresponding text and/or table cell in the Supervisor Work Area changes color. Color changes are defined in an Action Template. For further information, see Defining Action Templates and Assigning Action Templates to Users.

- If the Alarm Indication Icons option is enabled, an alarm icon is added to table cells that contain the statistic. For further information, see Major Areas and Controls.

- An alarm is generated. Each alarm contains the following information:

- Statistic name

- Current value of the statistic

- Current alarm level (Critical, Major, or Minor) and direction (Over or Under)

- Duration of the current alarm level

- Duration of any alarm level

Alarms are included in the details information for all objects that include statistics. For further information, see Displaying Object Lists and Objects Overview.

- The aggregate alarm levels of underlying object lists and objects are automatically updated. When an individual object has an abnormal aggregate alarm level, the object is added to the Alarms tab of the list pane. Each table entry includes the following information:

- Object name

- Aggregate alarm level (Critical, Major, or Minor)

- Number of Critical alarms

- Number of Major alarms

- Number of Minor alarms

For further information, see Aggregate Alarms Levels.

- If your administrator has configured the system to send alarm notifications via e-mail, one or more individuals may receive alarm notification e-mails.

If you are an administrator, see Alarm Notification Via E-Mail Overview for further information.