Threshold Definitions
Thresholds allow the ability to set limits within categories or a combination of category codes. These limits are associated with the use of category codes or a combination of category codes. For example, the Administrator wants to be notified when a product has three complaints against it. Emplifi Agent allows for thresholds to be set at any level within the category. By setting limits, Astut Agent notifies specified users when the frequency meets or exceeds the threshold.
Thresholds can trigger a message to be sent based on the Notification definitions. The Notification information will pertain just to the case that triggered the threshold, not cases that counted towards the threshold limit.
The categories that thresholds can be "fired" from are the main case tables: C codes, B codes, A codes, and T codes.
To access the Notification Definitions screen:
In Administration, select Company Setup > Workflow / Process Automation > Threshold and Notification Definitions > Threshold Definitions.
Threshold Definition Fields
Field | Description |
|---|---|
Description | Enter a brief description of the thresholds you are creating. |
Suggestion ID | Displays the system generated code for the threshold definition. |
Priority | Enter a priority for this threshold definition. This is especially necessary if the categories used are included in other Threshold Definitions. The lower the number, the higher the priority. |
Active | Select this check box to mark the threshold definition as available for use. If this check box is not selected, Emplifi Agent does not use it. |
Category 1 Name | Select the Emplifi Agent category associated with the Threshold Definition. You can only select categories with defined codes. |
Level 1 | Select the level in the Category 1 Hierarchy that the threshold will be using. |
Accumulate1 At: | Select whether threshold values should be accumulated at the folder or code level. Code level accumulation is the default for existing and new threshold definitions. Folder and Code level accumulation settings can be combined in one Threshold Definition. For example, Code 1 could be defined on "Reason" at the folder level and Code 2 could be defined on "Store" at the Code Level. |
Category 2 Name | If the Threshold includes another category, select the second Emplifi Agent category. Leave this field blank if the Threshold Definition only requires one category. This field can be defined as a non-category code field on a tab as well. For instance, Lot Number on the Issue tab can be chosen as the Category 2 threshold. If a non-coded category is used for Category 2 in the threshold definition, there is a potential to create an abundance of data because Emplifi Agent creates a threshold bin for every unique value entered. For example, A_B_C will be considered a different entry from ABC by Emplifi Agent, creating 2 data entries instead of one. When using a Microsoft SQL Server database for Emplifi Agent, the threshold for string value is NOT case sensitive (AA, aa, Aa are all the same). This should be tested in your environment. It is suggested that the category definition be set to enforce either all upper case or all lower case to insure consistency. This may act differently, depending on your DBMS and settings. |
Level 2 | Select the level in the Category 2 Hierarchy (if used) that the Threshold will be using. |
Accumulate2 At: | Select whether threshold values should be accumulated at the folder or code level. Code level accumulation is the default for existing and new threshold definitions. Folder and Code level accumulation settings can be combined into one Threshold Definition. For example, Code 1 could be defined on "Reason" at the folder level and Code 2 could be defined on "Store" at the Code Level. |
Collection Type | Online Collection are thresholds that are accumulated while entering case data (most often used). Offline Collection allows you to stop collecting the data even if there is a match (much like a 2nd active flag). |
Window in Days | Enter the number of days to set as the Time window for the threshold. For example, the Administrator wants to be notified if a complaint has been made on the same product 3 or more times in 90 days. Therefore, the Window in Days is set to 90. |
Message Type | Select when users are to be alerted and when specified users will receive a message. The message states that the threshold has been met or exceeded. For example, 'Message Over/Alert Over' means Emplifi Agent will notify and alert you once the threshold has been exceeded (over the Threshold). 'Message At/Alert At' means Emplifi Agent will notify and alert you when the threshold has been met. |
Message Priority | Set the priority desired for the message sent through Message Center informing the selected users about the threshold status. The lower the number the higher the priority. |
To User Group List | Browse for the users that are to be notified about the threshold status. Multiple users can be included in this list. This field can hold up to 2000 characters. If you select a message group as a recipient, the group name is stored as the recipient for the message in the database. |
Last Collection Run | Specify when the last collection is to be run, if necessary. This is not a mandatory field. |
Adding a New Threshold
Click the New Suggestion Code button. A dialog displays for you to select the suggestion code and enter the Threshold value.
If you enter a category with codes defined in both the Category 1 Name and Category 2 Name fields, this dialog will have a section to select the suggestion code for both categories. If the category entered in the Category 2 Name field does not have codes defined, you will only see a section to select the suggestion for the Category 1 Name field.
Browse and select the suggestion code.
Enter the Threshold limit number. This is the number of times the code is entered on a case before a threshold is met.
Click Save.
The data in the case that the threshold counter uses is based on the received date of the case. Thus, if a user goes into an old case and enters new information, it may not be included in a Threshold Count if the date received field of the case is not within the designated Threshold Count period. In cases such as this, you should create a new case with the new information, rather than appending it to an existing case, so that the new information will be included in the Threshold Count.
Folder Versus Code Level Accumulation Example
The following example illustrates the difference between Folder and Code level accumulation:
A threshold of '10' is set to accumulate at the "Folder Level" for the "Reason" code on the "Service Complaint" folder. If ten issues are created in the defined period, where the specified Reason code is in the "Service Complaint" folder, the alert will be generated: five "Rude Employee" complaints, three "Slow Checkout" complaints, and two "Employee Unhelpful" complaints would generate an alert.
The same threshold is defined, but "Code Level" accumulation is chosen. An alert will only be generated when ten issues are created for a specific code within the "Service Complaint" folder: Five "Rude Employee" complaints, three "Slow Checkout" complaints, and two "Employee Unhelpful" complaints would not generate an alert, but ten "Rude Employee" complaints or ten "Slow Checkup" complaints would.