To determine whether to include agents who are in the After Call Work (ACW) mode to the Most-Idle Agent (MIA) queue. Valid entries are y and n.

If you select y, Communication Manager adds the ACW time to the idle time and moves agents to the MIA queue.

To include agents who are in the AUX mode in the Least Occupied Agent (LOA) queue. Valid entries are n and y.

If you select n, Communication Manager excludes AUX agents from the LOA queue while they are in AUX work. The n value matches the legacy Communication Manager functionality.

If you select y, Communication Manager keeps or places agents in the LOA queue while they are in AUX work.

To include agents who are in the AUX mode in the Most Idle Agent (MIA) queue. Communication Manager counts the time in AUX as idle time. Valid entries are n, and y.

If you select n, Communication Manager excludes AUX agents from the MIA queue while they are in AUX work. The n value matches the legacy Communication Manager functionality.

If you select y, Communication Manager keeps or places agents in the MIA queue while they are in AUX work.

To determine whether to use auto reserve agents to meet service levels.

Valid entries are:

• all: To place an agent on standby for all skills.

• none: To not place an agent on standby for any additional skills.

• secondary-only: To place an agent on standby only for secondary skills.

To prevent an agent in the auto-answer mode from accidently logging out or dropping an active call. Valid entries are y and n.

Before you change the field options, verify if the Auto Answer field is administered on the Agent LoginID screen or the Station screen.

This field is applicable you use Expert Agent Selection (EAS).

To determine how Communication Manager selects a call for an agent when the agent becomes available and there are calls in the queue.

Valid entries are:

• current-wait-time: To select the oldest call waiting for any agent skill.

• predicted-wait-time: To use the time a call is predicted to wait in a queue instead of the time that the call has already waited. This field is applicable only if you use Business Advocate.

Predicted Wait Time (PWT) is a Business Advocate feature and is the default setting if Business Advocate is active for the system. Current Wait Time (CWT) and PWT are mutually exclusive and are applied systemwide.

To determine whether to keep an agent in the MIA queue even when the agent responds to a call from one of the assigned splits or skills. Valid entries are y and n.

If you select y, Communication Manager removes the agent from the MIA queue for all the splits or skills that the agent is available (idle) in when the agent answers a call from any of the assigned splits or skills.

If you select n, Communication Manager keeps the agent in the MIA queue for the other splits or skills when the agent answers a call from one of the assigned splits or skills. This field option is the default.

To select an alternative algorithm for selecting agents and delivering calls in order to maximize service level targets. This field is applicable if Service Level Maximizer on the System-Parameter Customer-Options screen is active for the system.

Valid entries are:

• actual: The Actual Service Level (ASL) is determined as a percentage on a hunt group basis using the number of accepted calls in the current interval divided by the total calls in the current interval. A call is counted as accepted if an agent answers the call within the target service level time period.

• weighted: The Weighted Service Level (WSL) is based on a weighting calculation that uses the difference between the target time and the estimated wait time.

To determine whether Communication Manager changes the call handling preferences when a skill using Service Level Supervisor (SLS) exceeds the Level 1 threshold. Valid entries are y and n.

If you select y, Communication Manager overrides the administered call handling preferences and delivers calls for the skill that exceeds the Level 1 threshold.

If you select n, Communication Manager delivers calls based on the administered call handling preferences.

This field is applicable if you use Business Advocate and EAS.