Avaya Communication Manager Administrator's Manual page 744

Screen Reference
Service Objective
Appears only when Call Handling Preference is greatest-need or skill-level. Valid entries are
y or n. Service Objective is administered on the Hunt Group screen and the Agent LoginID
screen. The server selects calls for agents according to the ratio of Predicted Wait Time (PWT)
or Current Wait Time (CWT) and the administered service objective for the skill. Service
Objective is a feature that is part of the Advocate software.
SL
Skill Level. Enter a skill level for each of an agent's assigned skills. If EAS-PHD is not optioned,
2priority levels are available. If EAS-PHD is optioned, 16 priority levels are available. In
releases prior to R3V5, level 1 was the primary skill and level 2 was the secondary skill.
SN
Skill Number. Enter the Skill Hunt Group(s) that this agent handles. The same skill cannot be
entered twice. Consider the following options:
If EAS-PHD is not optioned, enter up to four skills.
●
If EAS-PHD is optioned, enter up to 20 or 60 skills depending on the platform.
●
Assigning a large number of skills to agents can potentially impact system performance.
●
Review system designs with the ATAC when a significant number of agents have greater
than 20 skills per agent.
744 Administrator Guide for Avaya Communication Manager