"ddFmFph
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2-26 ¤Fs¤mFsnnn
■Acceptable Service Level (sec)—md©=azd"©F=§^Fm^F
¤"F¦a4FF¦FdpzapmaFm"*dF=pm^F©Fh_""hFF
¤phF_zapmOph"m=^FF"¤F=OaFd=aamFm"dp*p^
mF^Fm¤h*FpOF4pm=§a^am§^a4^4"ddp^a^p¤d=*F
"m§FF=^a§add"ddp§pzamp¤"zF4Fm"VFpO4"dd^"§FF
"m§FF=§a^am^FzF4aOaF=ahF"da=FmaF"F¬^p¤V^nnnn
F4pm=FO"¤da*d"mc
^FOpddp§amVOaFd="zzF"pmd©aOpOaVammmp¤m4FhFma
Fm"*dF=pm^F©Fh_""hFF¤phF_zapmOph
■VDN of Origin Annc. Extension—mF^FF¨Fmapmm¤h*FpO^F
pOaVam"mmp¤m4FhFmFO"¤da*d"mc
■1st/2nd/3rd Skill—md©=azd"©F=§^Fm¨zFVFmFdF4apma
Fm"*dF=pm^F©Fh_""hFF¤phF_zapmOphmF^F
=FaF=caddm¤h*F|pdF"¦F*d"mc}amF"4^OaFd="da=FmaF"F1_99:
p*d"mc|=FO"¤d}
■Return Destination —^FF¨Fmapmm¤h*Fp§^a4^"mam4phamV
¤mc4"dd§add*Fp¤F=aOaF¤mp¦F4pzp4FamV"OF^F"VFm
=pz^F4"dd"da=Fm���aF"F^FF¨Fmapm:p*d"mc|=FO"¤d}
■VDN Timed ACW Interval—^Fm"¦"d¤FaFmFF=am^aOaFd=:"m
"VFmam"¤p_am§pchp=F§^pF4Fa¦F"4"ddOph^aa
"¤ph"a4"dd©zd"4F=ampOF"ddpc|}§^Fm^F4"dd=pzmF
^Fm¤h*FpOF4pm=^F"VFm^p¤d=Fh"amamOpddp§amV^F4"dd
^Fm^F"=hamaFF=ahFap¦F:^F"VFm"¤ph"a4"dd©*F4phF
"¦"ad"*dF^aOaFd=^"zapa©p¦F^FahF=mF¦"dOaFd=pm^F
¤mp¤zOph
■BSR Application —p¤Fh¤da_aFFF¦a4Fp¤amV§a^^a:
FmF"s_p_=aVam¤h*FpzF4aO©"m"zzda4"apmzd"mOp^F
^aOaFd=pmd©"zzF"aOppc"^F"=mFOdp§|}"m=F4pamV|F
F¦a4Fp¤amV}"FFm"*dF=pm^F©Fh""hFF
¤phF_zapmOph
■BSR Available Agent Strategy —^F"¦"ad"*dF"VFm"FV©
=FFhamF^p§FF¦a4Fp¤amVa=FmaOaF^F*Fzdapcaddp
F¦a4F"4"ddam"m"VFm¤zd¤a¤"apmp¤FFF¦a4Fp¤amV
§a^^a:FmF"m"VFmFdF4apm"FV©am^aOaFd=44Fz"*dF
FmaF"Fs_Op¤m=:_:_:_:"m=_
^aOaFd=pmd©"zzF"aOF4pamV|FF¦a4Fp¤amV}aFm"*dF=pm
^F©Fh""hFF¤phF_zapmOph