Avaya Business Advocate |
Do not enable both SLM and Avaya Business Advocate on the System-Parameters Customer-Options screen. |
BCMS Reporting Desktop VuStats |
If BCMS Reporting Desktop VuStats is used to display acceptable service level report data, the displayed value is identical to the seconds value that is set in the Target Service Level (% in sec) field on the Hunt Group screen. For more information on administering SLM skills, see SLM administration in the Administering Avaya Aura® Call Center Elite document. |
Best Service Routing |
With BSR, the best resource choice among the local skills and best skills of the remote sites is based on the lowest adjusted EWT or assigned available agent strategy rule. This rule does not check service level targets that are assigned to individual skills. However, when an SLM skill is selected as the best resource, the available agent selection is based on the specified service level target for the skill. Therefore, service level objectives are maintained within the local or remote skills, but not across sites. |
Direct Agent Calls |
For agents assigned to SLM skills and eligible to receive direct agent calls, direct agent calls have priority over ACD calls. |
Least Occupied Agent |
SLM does not use LOA as an agent selection method. |
Location Preference Distribution |
You can assign reserve agents using SLM. In most cases, the selection of an agent or a call based on Location Preference Distribution takes precedence over SLM. However, SLM takes precedence when a reserve agent is needed because the service level is below the threshold.
Note:
If more than one reserve agent is eligible for the call, Location Preference Distribution is used to choose the agent.
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Non-SLM Skills |
Agents that have a minimum of one assigned SLM skill have the administered Call Handling Preference (CHP) ignored and are treated as if the CPH is set to slm. The non-SLM skills are treated as if the skills are always at service level when it comes to agent and call selection. |
Greatest Need |
Greatest Need is not used when SLM is enabled, since call selection is driven by the target call service levels that are administered for each SLM skill. |
RONA |
Redirected calls are part of the service level calculations of any SLM skill to which redirected calls are sent. |
