Administering acceptable service levels
Administering acceptable service levels
Acceptable service levels can be established for CMS reporting on an existing hunt group through CMS Supervisor using the Split/Skill Call Profile Setup dialog box. This section explains how to administer acceptable service levels for reporting purposes.
The procedure provided in this section are for setting acceptable service levels for a skill for CMS reporting purposes only. Initial administration for implementing service levels or service objectives must be done through the switch.
To set Acceptable Service Levels for a skill:
1.Click Commands on the CMS Supervisor Controller.
2.Click Contact Center Administration.
The Split/Skill Call Profile Setup dialog box opens.
3.Enter or select the skill for which you want to set the service level (this must have been previously assigned in the Dictionary).
4.In the Acceptable Service Level: field, enter the service level that you want to achieve for this skill. If you are routing based on percent within service level, and you want to verify how well your process works, this value must match the level that is administered on the Communications Manager forms.
5.In the service level increments fields, enter a progressively greater number of seconds in each increment. For example, entries in the first three fields of 5, 10, and 25 would mean a first increment of 0 to 5 seconds, a second increment of 6 to 10 seconds, and a third increment of 11 to 25 seconds.
Note:
It is not necessary that each contain the same number of seconds. Remember that each increment represents a longer wait time for the call and is used for both answered and abandoned calls.
Avaya Business Advocate User Guide | February 2006 133 |
