Administering acceptable service levels
Avaya Business Advocate User Guide February 2006 133
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:
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.