Service Objective - Avaya Communication Manager Administrator's Manual

Local Call Preference
Enter y to indicate that for calls queued in more than one skill for a multi-skilled EAS agent, the
system should give preference to matching the location number of the queued call to the
location number of the previously-busy agent. Valid settings are n (default) or y. You can only
set this field to y if the Call Center Release field on the Feature Related System Parameters
screen is 3.0 or later, and the Multiple Locations field on the System Parameters Customer
Options screen is set to y.
PA
Percent Allocation. If the call handling preference is percent-allocation, you must enter a
percentage for each of the agent's skills. Enter a number between 1 and 100 for each skill. Your
entries for all of the agent's skills together must total 100%. Do not use target allocations for
reserve skills. Percent Allocation is available as part of the Advocate software.
RL
Reserve Level. Enter any reserve levels assigned to this agent with the Service Level
Supervisor feature. You can assign a reserve level of 1 or 2. When this skill reaches the
corresponding EWT threshold set on the Hunt Group form, this agent will automatically be
logged into the skill and will take calls until the skill's EWT drops below the preassigned
overload threshold. Service Level Supervisor is available as part of the Advocate software.

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.
Agent Login ID
Issue 1 June 2005 701