Selecting calls
You can also use Service Objective to create the same level of service for all skills if you set all of the service objectives the same and set all agents to use Service Objective in call selection. Later, if you want to make adjustments for faster or slower service, you can easily change the service objective for the one skill. See Administering Service Objective on page 98 for procedures on activating Service Objective.
Note:
Service Objective cannot be used with Percent Allocation.
Call Selection Override
This section includes the following topics:
●What is Call Selection Override? on page 25
●How does Call Selection Override work? on page 25
●Call Selection Override example on page 26
What is Call Selection Override?
Call Selection Override is an option with Service Level Supervisor that alters how calls are selected when overload thresholds are exceeded for one or more of an agent’s skills. Calls are selected from skills that are over threshold to the exclusion of calls from skills that are under threshold. This feature, when activated, is helpful for contact centers that have one or more skills that are critical in nature, for example, those involving
Call Selection Override is activated (set to y) at the system level and must also be administered individually for each skill for which you want to use the feature. See Administering Service Level Supervisor on page 103 for procedures on administering this feature.
How does Call Selection Override work?
If Call Selection Override is activated, call selection is limited to only those skills that are over the highest level threshold. If Call Selection Override is off, normal call selection applies. If two or more calls exceed the same threshold, for example, in a level 2 threshold, the call is selected according to the ratio of PWT or CWT and the threshold for the skill. See What happens when a skill goes over threshold on page 40 for more information about thresholds.
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