
Requirements for setting up Business Advocate
Service Objective: (sec) - The Service Objective(sec): field on page 1 of the VDN form is used for setting service objectives by VDN. The entry for this field is the service level, in seconds, that you want to achieve for the VDN. The default value for this field is 20 seconds.
Note:
The Service Objective (sec): field is displayed only if the Dynamic
Advocate customer option has been activated using the
Skill-level decisions
Note:
The fields and features are presented in the order in which they are displayed on the Hunt Group form.
This section includes the following topics:
●Group Type (Agent Selection method) on page 86
●Expected Call Handling Time on page 86
●Service Objective on page 86
●Service Level Supervisor on page 86
●Activate on Oldest Call Waiting on page 87
●Call Selection Override on page 87
●Overload thresholds on page 87
●Dynamic Threshold Adjustment on page 87
●Dynamic Percentage Adjustment on page 88
●Service level target on page 88
●Dynamic Queue Position on page 88
Avaya Business Advocate User Guide | February 2006 85 |