Avaya Communication Manager Administrator's Manual page 1100

Screen Reference
Service Level Supervisor
Appears if, on the System Parameters Customer-Options screen, the Business Advocate
field is y and, on the Hunt Group screen, the ACD and Skill fields are y. For information on
Business Advocate, please contact your representative, or see the Avaya Business Advocate
User Guide, 07-300336.
Valid entries
y/n
Service Level Target (% in sec)
Appears when the ACD field and the Dynamic Percentage Adjustment or Dynamic
Threshold Adjustment field on the Hunt Group screen is y and the Business Advocate field
is y on the System-Parameters Customer-Options screen. Also appears when the Group
Type field on the Hunt Group screen is slm, and on the System-Parameters
Customer-Options screen, the Service Level Maximizer field is set to y, and the Business
Advocate field is set to n.
Valid entries
1 to 99 (percentage)
1 to 9999 (time in
seconds)
Service Objective
Appears when the Skill and Business Advocate fields on the Feature Related System
Parameters screen are y and, on the Hunt Group screen, the ACD field is y.
Valid entries
1 to 9999
Skill
Appears if, on the System-Parameters Customer-Options screen, the Expert Agent
Selection field is y and, on the Hunt Group screen, the ACD field is y.
1100 Administrator Guide for Avaya Communication Manager
Usage
Enter y to use Service Level Supervisor for this skill.
Usage
Enter the percentage and time components of the service level
target. After 20 seconds, default service level target values are set at
80%.
Usage
Enter the per-skill service objective.