Graham
Articles
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Using Performset Dashboard Views & Bookmarks
Customising your Performset Dashboard using Views & Bookmarks Views and Bookmarks are used to limit the scope of tickets and events in the Performset - SLA Dashboard for agent groups (1). Ea...
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Workflow Applying Accelerators
Accelerators improve an agents efficiency by populating fields and comments with predefined combinations of values for known use cases. They can also optionally select a next activity. Flowset supp...
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Specify Regions (Performset)
Accessing the Regions page Click on the Performset icon (1). Select the Configure tab (2). Select the Regions page (3). New Regions can be Added or existing Regions can be Edited (1)....
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Creating and Maintaining Policy Specifications - (Policies Tab) (Performset)
Rename, Add or Clone Policies Click on Performset icon (1). Click on the Configure tab (2). Click on Policies page (3). Click on the Policy Name drop-down list (4). Click on one of the followin...
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Refreshing Information in the Performset Dashboard
Refreshing Information in the Performset Dashboard As Event timers are calculated and started for a ticket, the pass criteria for an event is met or a timer finishes causes a target violation in...
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Specify Policies (Performset)
Accessing Policies 1. Click on Performset to open the screen (1). 2. Click on Configure tab (2). 3. Click on Policies (3). Depending upon the nature of your business and that of the customer...
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Removing Deleted Events
WORK IN PROGRESS:Please be patient, this article will be updated shortly. Removing Deleted Events It is possible that one of your tickets is deleted after SLA has been applied and the event ti...
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Review the Configured Performance Measurement Process (Performset)
Once all configurations have been applied and saved it will be possible to view a generated diagrammatic representation of the workflow involving Events. Using the diagram it is poss...
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Save & Generate Solution Components (Performset)
1. To access Performset, click on the Performset icon (1). 2. Click on the Configure tab (2). 3. After changing the settings, click on Save or any settings will be lost (3). Once your Cloudse...
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Apply Performance Measurement to your Tickets (Performset)
WORK IN PROGRESS:Please be patient, this article will be updated shortly. Once all specifications have been identified and configured and your solution has been generated, it might be necessa...
