Users with appropriate privileges can create and manage the limits used to identify if someone is a frequent filer and the timing for certain activities, like time to assignment, time to resolution, time in escalation, etc. These threshold limits are set up per case category.
Administration Guide
Who Can Use this Feature?
Management and use of this feature is available to all users with an Administrator license, by default. Users with a Standard license who have been granted Thresholds site rights also have access to this feature.
Where Is It Set Up?
To access the page, click on the vertical sidebar menu. Then go to → .
Key Terms
Frequent Filer
This is defined as a number of requests made by a particular customer over a certain number of days. For example, if 6 cases come in for an account over 60 days, the customer may be flagged as a frequent filer.
Time to Assignment
The length of time it should take for case to be manually dispatched (in hours).
Time to First Action
The maximum length of time it should take for a case to have its first action taken after it has been assigned (in hours).
Time Between Activities
The maximum length of time that should pass between each activity on a case (in hours).
Time to Resolution
The maximum length of time it should take to fully process/resolve a case (in hours).
Time On Hold
The maximum length of time a case should be on hold, if it is on hold (in hours).
Time in Escalation
The maximum length of time a case should be in escalation, if it is in escalation (in hours).
Time with QA Manager
The maximum length of time a case should be with a QA Manager, if it requires QA approval (in hours).
Helpful Tips
One Set per Category
Each Category can only have one set of Thresholds set up for it. If you try to select a Category that already has Thresholds configured, you will receive an error message.
Visual Indicators
When Thresholds are exceeded or in danger of being exceeded, color indicators will be displayed on the page and the cards.
Currently, email notifications are not sent out when Thresholds are exceeded, but this functionality is expected to be released in the future.
ManagingThresholds
Click the
icon in the upper right-hand side of the screen to open the panel.Select the Category for which you want to set the threshold.
Enter the timeframes for each of the threshold settings.
Enter the count and select the number of days used to define a Frequent Filer.
Enter Time to Assignment. Time should be entered in hours.
Enter Time to First Action. Time should be entered in hours.
Enter Time Between Activities. Time should be entered in hours.
Enter Time to Resolution. Time should be entered in hours.
Enter Time On Hold. Time should be entered in hours.
Enter Time in Escalation. Time should be entered in hours.
Enter Time with QA Manager. Time should be entered in hours.
Set the Status of the threshold. By default, the Status is Inactive.
To make the threshold Active, click the
icon to move the toggle switch to the right 
position.To make a threshold Inactive, click the
to move the toggle switch to the left position.
Click Save.
Click the
icon in the Actions column on the page to open the panel.Update the Threshold settings as needed.
Note
The Category field is not editable after it has been selected and the Add Threshold process has been completed. However, all other fields are available for editing.
Click Save.
To disable a Threshold, click the
icon in the Actions column to move the toggle switch to the left position.To enable a Threshold, click the
icon in the Actions column to move the toggle switch to the right position.
Note
You can also enable or disable a Threshold by updating the Status field on the panel.