##### Administration Tasks > Thresholds

# Defining Threshold Templates

Within the Supervisor Work Area, Threshold Templates define the conditions that generate alarms (alerts). A Threshold Template contains one or more thresholds for a given type of contact center object. For example, an Agent Threshold Template could contain thresholds for the following statistics:

- Average Inbound Time

- Average Outbound Time

- Average Consult Time

- Average Handle Time

Once a Threshold Template has been defined, it can be assigned to one or more objects. For further information, see Assigning Thresholds to Objects.

Note: Supervisor Work Area views are changed immediately after Threshold Templates are assigned, modified, or deleted.

To manage the Threshold Templates:

1. Log in to the Genesys Desktop application. For further information, see Accessing the Supervisor Work Area.

2. From the action bar, select Supervisor > Settings > Threshold Templates.

3. In the Threshold Templates window, use the New, Copy, Edit, Set As Default, and Delete buttons as necessary. For further information, see the tables below.

For further information about alarms, see Viewing Alarms Overview.

## Threshold Templates Window

A Threshold Template contains a set of thresholds for a given type of object.

It is possible to define multiple Threshold Templates for a given type of object; however, each object can point to only one Threshold Template. For further information, see Assigning Thresholds to Objects.

Use the Threshold Templates window to define and manage Threshold Templates.

### Settings and Buttons

Threshold Templates Table
Threshold Template | Name of the Threshold Template.
Description | Description of the Threshold Template.
New | Click to define a new Threshold Template. For further information, see the Threshold Template Wizard section below.
Copy | Click to copy an existing Threshold Template. For further information, see the Threshold Template Wizard section below.
Edit | Click to edit an existing Threshold Template. For further information, see the Threshold Template Wizard section below.
Set As Default | Click to define the template that is used when an object's Threshold Template field is set to Use Default Template. For further information, see Assigning Thresholds to Objects.
Delete | Click to delete one or more selected Threshold Templates.
Window Buttons
Close | Click to close the Thresholds Templates window.

## Threshold Template Wizard

### Object Type, Name, and Description Screen

Use the Object Type, Name, and Description screen to define the basic properties of a Threshold Template.

#### Settings and Buttons

Settings
Object Type | Select the type of object that will be managed by the Threshold Template.
Name | Enter a name for the Threshold Template.
Description | Enter a brief description of the Threshold Template.
Window Buttons
Next | Click to go to the next screen of the Threshold Template Wizard.
Cancel | Click to close the Threshold Template Wizard without saving your changes.

### Thresholds Screen

Use the Thresholds screen to define low and high thresholds for the available user statistics.

#### Settings and Buttons

Thresholds Table
Statistic | Full name of the statistic.
Under | The Supervisor Desktop enables you to define three levels of under-target thresholds: Minor, Major, and Critical. An under-target threshold is breached when a statistic falls below a specified value.
Over | The Supervisor Desktop enables you to define three levels of over-target thresholds: Minor, Major, and Critical. An over-target threshold is breached when a statistic exceeds a specified value.
E-Mail Notification (New) | If a given set of thresholds can potentially generate e-mail notifications, a check mark is present in this column. For further information, see Edit Thresholds Window.
New Conditional Thresholds | Click to define a set of thresholds as being active only when a specified set of conditions is present. For example, you might use this feature to define a set of thresholds that is active only when another statistic is above a specified value.
Edit | Click to modify the thresholds and e-mail notification settings for a selected statistic. For further information, see Edit Thresholds Window.
Delete | Click to delete a set of conditional thresholds.
Window Buttons
Back | Click to go back to the previous screen of the Threshold Template Wizard.
Finish | Click to save your changes and close the Threshold Template Wizard. Note: Supervisor Work Area views are changed immediately after Threshold Templates are applied, modified, or deleted.
Cancel | Click to close the Threshold Template Wizard without saving your changes.

### Edit Thresholds Window

Use the Edit Thresholds window to define the thresholds for one statistic.

#### Settings and Buttons

General Settings Section
Statistic | Full name of the current statistic.
Condition Set Name | If you are defining conditional thresholds, enter a name for the condition set.
Condition Set Description | If you are defining conditional thresholds, enter a brief description of the condition set.
Conditions Section
Field | Select an appropriate field (property).
Condition | Select an appropriate condition.
Value | Select or enter an appropriate value.
Add | Click to add a condition to the table.
Condition table | Displays the conditions that must exist before the threshold settings result in alarms.
Delete | Click to delete a selected condition.
Thresholds Section
Enable (Check Box) | Click to enable or disable a threshold.
Threshold Value | Click the arrows to adjust the value of each threshold. You can define both under-target thresholds and over-target thresholds.
Alarm Notification Via E-Mail Section
Under-Target Trigger Level | Define the under-target alarm level at which e-mails are first sent to the E-Mail Notification List that is configured for each object. For further information, see Sending Alarm Notifications via E-Mail.
Over-Target Trigger Level | Define the over-target alarm level at which e-mails are first sent to the E-Mail Notification List that is configured for each object. For further information, see Sending Alarm Notifications via E-Mail.
E-Mails |
Alarm increase and decrease until level is Normal | Select if you want to send notification e-mails for each alarm level increase or decrease until the level is Normal. For further information, see Sending Alarm Notifications via E-Mail.
Alarm increase only | Select if you want to send e-mails only for each alarm level increase. For further information, see Sending Alarm Notifications via E-Mail.
Window Buttons
OK | Click to save your changes and close the Edit Thresholds window.
Cancel | Click to close the Edit Thresholds window without saving your changes.