Avaya Communication Manager Contact Center Manual page 140

ACD contact center features
Required forms – Avaya Business Advocate (continued)
Feature
Service Objective
Service Objective
Service Objective (activate for agent)
Service Objective (set target
objective)
Call Selection Measurement (CWT or
PWT)
Service Level Supervisor
Service Level Supervisor (administer
for skill)
Activate on Oldest Call Waiting
Call Selection Override
Other
Overload Thresholds
Dynamic Threshold Adjustment
Service Level Target
Reserve Agents
Predicted Wait Time (PWT)
Call Handling Preference (call
selection method: Greatest Need, Skill
Level, Percent Allocation)
Group Type (agent selection method:
UCD-MIA, EAD-MIA, UCD-LOA, EAD-
LOA, PAD)
140 Communication Manager Guide to ACD Call Centers
Decision Administered form
level
VDN Vector Directory Number
form
Agent Agent LoginID form
Skill Hunt Group form
System Feature-Related System
Parameters form
Skill Hunt Group form
Skill Hunt Group form
System Feature-Related System
Parameters form
Skill Hunt Group form
Skill Hunt Group form
Skill Hunt Group form
Skill Hunt Group form
Agent Agent LoginID form
System Feature-Related System
Parameters form
Agent Agent LoginID form
Skill Hunt Group form