Service Level Maximizer

Last Updated : Jun 07, 2013 |

Before you begin

Ensure that the following fields are administered on the System-Parameters Customer-Options screen:

  • Business Advocate to n.

  • Expert Agent Selection (EAS) to n.

  • Service Level Maximizer to y.

Procedure

  1. At the command prompt, type change hunt-group xxx, where xxx is the number of the hunt group. Press Enter.
  2. In the Group Type field on the Hunt Group screen, select slm.
  3. In the Service Level Target (% in sec) field, administer the target level.
  4. In the SLM Count Abandoned Calls field, select y.
  5. In the SLM Max Auto Reserve Agents field, administer the maximum number of agents for the hunt group.
  6. Press Enter to save the changes.