A hotline groups calls for routing and reporting, and carries the KPI thresholds that the live wallboard reads when it tints a tile green, amber or red. You manage hotlines in the TeleQuick console under Admin → Hotlines. Every field on that screen maps to a column on the dim_hotline row, and every read or write goes through an adminHotlines.* procedure.

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The hotline object

A hotline row has four identity fields and eighteen KPI fields. The KPI fields are all nullable. A null renders as — in the list and in the KPI matrix, and means “no threshold configured for this row”. The list and detail payloads differ. adminHotlines.list returns only the identity fields plus the six target values (and sla_window_sec), which is exactly what the table columns show. The Min / Avg / Max values come back only from adminHotlines.get, which is why the drawer loads the row again when you click it.

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The six KPI rows and their units

SLA is the only row with a second target-side input: sla_window_sec is the answer window that sla_target_pct is measured against. The list column renders the pair together — a hotline with sla_target_pct = 80 and sla_window_sec = 20 shows as 80/20s. If either half is null the column shows —, even if the other half is set. For the industry definitions of these metrics, see Telephony Metrics.

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How Target, Min, Avg and Max become bands

The console states the contract directly on the screen:
Target is the goal. Min / Avg / Max define the green-amber-red bands the live wallboard uses for this hotline.
Two consequences matter when you edit these fields:
  • Target is not a band edge. It is the goal you publish; the tint comes from the Min / Avg / Max values on the same row. You can set a target with no bands, in which case the wallboard has nothing to tint against for that KPI.
  • The Hotlines screen does not evaluate the bands. It persists the numbers as entered. There is no cross-field check in the form — it will happily save a Min above a Max, or bands that do not bracket the target. Getting the ordering right for each KPI’s direction (higher-is-better for SLA and Occupancy, lower-is-better for ASA and AHT) is your responsibility.
Because the bands live on the hotline and not on the dashboard, two wallboards pointed at the same hotline tint identically, and changing a threshold here changes every wallboard that reads it.

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Why AHT, FTE and Occupancy have no Avg

The KPI matrix renders an Avg cell only where the underlying row has an _avg column. SLA and ASA do (sla_avg_pct, asa_avg_sec); AHT, FTE and Occupancy do not. Those three rows are stored as a Target plus a Min/Max pair only, so they support a two-edge band rather than a three-edge one. The Avg cell for those rows is absent from the form — it is not disabled input you can enable later, and there is no field to write to.

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Defaults for a new hotline

New hotline opens the form pre-filled. These are starting points the form suggests, not platform limits, and every one is editable before you save: Editing an existing hotline seeds the matrix from the stored row instead, so a null stays null until you type into the cell.

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Field limits and validation

Enforced by the form before it calls the API:
  • code — uppercased as you type, and runs of whitespace are replaced with -. Capped at 40 characters by the input. Required: the form trims the value first, so a whitespace-only code is rejected with “Code is required” rather than being submitted.
  • name — capped at 120 characters by the input. Required, also trimmed before the check (“Name is required”).
  • hotline_type — constrained to the six enum values by the dropdown.
  • active — editable only in edit mode. The create call does not send it.
  • KPI fields — numeric or null. No ordering or range check is performed client-side.
Anything the server rejects surfaces twice: as a red banner at the top of the drawer, and as a toast (“Create failed” / “Save failed”). The drawer stays open with your input intact so you can correct and resubmit.

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Admin procedures behind this screen

search matches on code or name and is omitted entirely when the search box is empty. The console lists 50 hotlines per page and drives the pager from total. includeInactive is off by default, so deactivated hotlines disappear from the list until you tick the box. Every procedure is org-scoped: orgId comes from the active org in the tenant context, and no call is issued until an org is selected.

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Soft delete and reporting joins

Deactivate does not delete the row. It sets active = false, which is what the confirmation dialog means by “Soft-deleted (active=false). Calls already routed keep their reporting joins.” The dim_hotline row stays in place so that historical calls which reference it still resolve their dimension on join — reports over past intervals keep showing the hotline’s code and name. Practical effects:
  • The hotline drops out of the default list. Tick Include inactive to find it again.
  • To bring it back, open it and set Active to Active in the edit form. adminHotlines.update carries active in its patch, so reactivation is a normal save.
  • Because the row persists, code stays taken. Reactivate rather than recreating with the same code.
Deactivating a hotline changes nothing about its stored thresholds. The KPI values are preserved and come back as they were.

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Tagging hotlines

Each list row has a tag cell backed by the shared tag store under the resource kind dim_hotline. Tags for the whole visible page resolve in a single call; the cell itself only writes. Clicking a tag cell does not open the edit drawer.
  • Telephony Metrics — definitions and formulas for SLA, ASA, AHT and occupancy
  • Telemetry — the metric and CDR streams these KPIs are computed from