You can choose an alternative algorithm for selecting agents and delivering calls to maximize service level targets. The original Weighted Service Level (WSL) algorithm used for maintaining the service level targets is changed to an Actual Service Level (ASL) algorithm that works better with low staff or low traffic level conditions. The ASL algorithm also handles the higher staff and traffic conditions. 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 it is answered within the target service level time period. You can still select the WSL algorithm on a system basis whenever required. The WSL algorithm is based on a weighting calculation that uses the difference between the target time and the estimated wait time.