---
title: "Define queue KPIs"
canonical: "https://help.telegra.de/space/MCCE/9561348867385/Define%20queue%20KPIs"
format: markdown
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Administrators with the access right ***Queues: Modify*** can define key performance indicators (KPI) per queue to inform responsible employees when the defined values are undercut or exceeded.

![Define queuing KPIs in the telegra Contact Center](media://d616460d-5e14-4923-86ae-ac96188b4f71)

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### The following key figures can be set:

|  |  |
| --- | --- |
| **KPI Measurement Time Window (Minutes)** | The interval duration as the basis for calculating the key figures. The default value is 15 minutes. |
| **Service Level Target (Seconds)** | Specifies the number of seconds within which a call to this queue should be answered. Quality of service is measured as the percentage of incoming calls for each queue that are answered within a configurable target waiting time. |
| **Service Level Warning Threshold (%)** | Specifies from which value below the limit in % a warning is issued. |
| **Call Time Target (Seconds)** | The desired and expected average call duration of the calls in this queue. |
| **Availability Warning Threshold (%)** | Availability measured as the percentage of incoming calls for each queue that are answered within a (configurable) target waiting time compared to incoming call attempts. If this value is exceeded, a warning is issued. |
| **Number of agents Warning Threshold** | If the number of **available** agents falls below the minimum number defined here, a warning is issued. |
| **Caller Queue Warning Threshold (%)** | The ratio of active calls to the number of waiting calls. The maximum length of the waiting field can be set statically or dynamically under the tab "**Advanced**". |
| **Alert send period (Minutes)** | The frequency (in minutes) with which the system checks KPIs and sends alerts to the supervisor. |
| **Supervisor** | The supervisor who receives notifications when KPIs for this call queue are undercut or exceeded. |
| **Alert Type** | The way this supervisor receives warnings. The options are:<br>- None - notifications will not be displayed to this supervisor.
- Web - notifications will be displayed to this supervisor on the web interface.
- Web and email - notifications will be displayed to this supervisor on their web interface and sent to their email address. |
| **Email adresses** | Additional email address(es) to which queue KPI alerts will be sent. |