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Configure spike thresholds · Review spike detection status

Choose the task you want to carry out. Each procedure includes its prerequisites, steps and safeguards.

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Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.

Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.

Configure spike thresholds

Configure spike thresholds.

Who can do this: Tenant administrator

Use an account with access to the stated page and permission for the chosen action.

Spike detection is described in the UI as applying to conversations categorized as service disruptions.
Review similarity as the percentage shown in the interface.
Lower similarity thresholds catch looser matches but increase false positives.
Lower count thresholds create triggers more quickly but can turn small coincidences into review work.
Shorter time windows react faster; longer windows are better when reports arrive slowly.
Saving thresholds with detection disabled does not start detection.

Go to Configuration → Agent Settings.
Open the Spike Detection tab.
Open the Spike Detection configuration wizard.
On Enable, decide whether spike detection should be active.
On Sensitivity, set similarity threshold, report count threshold, and time window.
On Review, compare the selected settings with the server-provided defaults.
Save the configuration.

Expected outcome: The user has reviewed the result of configure spike thresholds in the application.

Review spike detection status

Review spike detection status.

Who can do this: Tenant administrator

Use an account with access to the stated page and permission for the chosen action.

Spike detection is described in the UI as applying to conversations categorized as service disruptions.
Lower similarity thresholds catch looser matches but increase false positives.
Lower count thresholds create triggers more quickly but can turn small coincidences into review work.
Shorter time windows react faster; longer windows are better when reports arrive slowly.
Saved settings alone do not mean detection is running.

Go to Configuration → Agent Settings.
Open the Spike Detection tab.
Open the Spike Detection configuration wizard.
Review whether detection is enabled and compare the saved thresholds and time window.
Use the Trigger Store to monitor resulting triggers and tune settings after observing real trigger volume.

Expected outcome: The user has reviewed the result of review spike detection status in the application.

Dagelijkse support: tickets, e-mailbeoordeling, taken, uren en goedkeuringen.