What it does

Sets the At risk and Critical values that drive the amber and red flags on real-time streaming analytics. You define organisation-wide defaults per KPI, then override them for individual queues where the operation genuinely differs.

Key facts

• Stored in the Real Time Streaming Analytics Threshold table (msdyn_ccrtathreshold), so it's controlled by table privileges, not a feature switch.
• Administrator role needs Create, Read, Write, Delete, Append and Append To at Organisation level. Supervisors need Read at Organisation level and nothing else.
• The default Omnichannel administrator and supervisor roles need copies taking before you change privileges. If you already use custom roles, edit those.
• Roles must be mapped to the Admin and Supervisor personas and assigned directly to users; keep existing persona mappings and other security roles.
• Per KPI you choose Lower is better or Higher is better, then enter At risk and Critical values. Set in Real-time analytics > Configure > Thresholds.
• Queues with an override use their own values; every other queue falls back to the organisation default. You can reset modified thresholds to the defaults.

When to use / skip

Do it before supervisors see the wallboard in anger. Skip queue-level overrides until the org-level numbers have run for a couple of weeks; most estates need far fewer overrides than people expect.

Configuration decisions

• The direction (lower or higher is better) for each KPI, which is easy to get backwards on rates.
• Which queues genuinely need their own bands (callback, VIP, back-office) and which should inherit.
• Who owns changes, since thresholds are administrator-only and supervisors can only read them.

Gotchas

• Thresholds depend on table privileges and persona mapping, so check the roles first if supervisors don't get the flags you configured.
• Copied roles only help if users are actually assigned to the copies; the default roles aren't edited in place.
• Every queue override is a thing to maintain; a queue added later inherits the org default silently.

Consultant notes

• Get the thresholds from the SLA document, not from a workshop guess. Wallboards with arbitrary bands train supervisors to ignore red.
• Agree a review cadence with operations. Seasonal peaks make last quarter's At risk value this quarter's permanent amber.
• Do the role copy early in the build. Retrofitting it during UAT tends to break someone's persona mapping.

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Review when the real-time streaming experience adds new KPIs; each one needs its own thresholds setting.