Provider deviations
A provider deviation watches the main provider of a percentage LCR and, when its ASR or ACD drops too far, sends an e-mail using a template you pick — an early-warning watcher, not a routing decision by itself.
Open it
In the sidebar, go to Routing > Provider deviations.
This message is exactly what the screen shows when no LCR is set to the Percent distribution order — see LCR: routing strategy and failover for how to set an LCR's Order. Once at least one exists, this screen instead shows the list below and a form to add a new deviation.
What each field means, once a percentage LCR exists
| Field | Meaning |
|---|---|
LCR (percentage) | Which percentage-order LCR this deviation watches. |
Main provider | Which provider inside that LCR is being watched. |
Check interval (min) | How often, in minutes, the watcher re-checks the provider. |
Time window (min) | How many minutes of recent calls each check looks at. |
ASR deviation (%) | How far ASR may drop, in percent, before it counts as a deviation. |
ACD deviation (%) | How far ACD may drop, in percent, before it counts as a deviation. |
Email template | Which e-mail template is sent when a deviation is detected. |
Recipient user | Which account receives that e-mail. |
The list (once you have at least one deviation) shows each one's LCR, main provider, and its ASR/ACD percentages, with Details, edit and Delete actions per row.
Check
Confirm the LCR you picked really is set to Percent distribution order (see LCR: routing strategy and failover), and that the recipient and e-mail template are the ones you intend.