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Service Objective Avaya
Service Objective Avaya
Service Objective Avaya
Service Objective is a feature that can be used with either the Greatest Need or Skill Level call
handling preferences. When Service Objective is enabled, Communication Manager selects calls for
agents according to the ratio of Predicted Wait Time (PWT) or Current Wait Time (CWT) and the
administered service objective for each of an agent's assigned skills. Setting a more aggressive
service objective for more important skills allows you to improve the average speed of answer (ASA)
for those skills as compared to less important skills that are served by the same agents.
Note:
Service Objective does not work with Percent Allocation.
This section includes the following topics:
Note:
The Service Objective? field is displayed only if Greatest Need or Skill Level is
entered as the agent's call selection method.
5. Enter a skill number in the SN field for each of an agent's assigned skills.
6. Enter a skill level of 1 to 16 in the SL field for each of the agent's assigned skills.
7. Enter a reserve level of 1 or 2 in the RL field for each of the agents's assigned reserve skills.
8. Press Enter to save your changes.
Note:
Before Release 9, Service Objectives were entered in the Acceptable Service
Level(sec): field of this form.
greatest-need
Note:
Optional: If you will use Service Objective with Greatest Need, enter y in the Service
Objective? field to activate Service Objective for this agent.
See Administering Service Objective for additional administrative tasks that are
required for using Service Objective.
4. Enter a skill number in the SN field for each of the agent's assigned skills.
5. In the SL field for each of an agent's assigned skills, enter a skill level of 1 to 16, or enter a
reserve level of 1 or 2 in the RL field.
See Administering Service Level Supervisor for details on assigning reserve agents.
6. Press Enter to save your changes.