The following table lists the screens and the fields for agent, skill, system, and VDN levels of administration.
Screen title |
Field title |
Agent-level administration |
Agent LoginID |
Call Handling Preference
greatest-need percent-allocation skill-level |
Direct Agent Calls First |
Percent Allocation (PA) |
Reserve Level (RL) |
Service Objective |
Skill-level administration |
Hunt Group |
Activate on Oldest Call Waiting |
Dynamic Percentage Adjustment |
Dynamic Queue Position |
Dynamic Threshold Adjustment |
Expected Call Handling Time (sec) |
Group Type
ead-loa ead-mia pad ucd-loa ucd-mia |
Level 1 Threshold (sec) |
Level 2 Threshold (sec) |
Service Level Supervisor |
Service Level Target (%) |
Service Objective |
System-level administration |
Feature-Related System Parameters |
ACW Agents Considered Idle |
AUX Agent Remains in LOA Queue |
AUX Agents Considered Idle (MIA) |
Auto Reserve Agents |
Call Selection Measurement |
MIA Across Splits/Skills |
Service Level Supervisor Call Selection Override |
VDN-level administration |
Vector Directory Number (VDN) |
Service Objective |
