SLM can impact the agent occupancy in the following ways:

• Reserving an agent as an auto reserve agent can impact the occupancy of the agent because the agent is made unavailable in some of the assigned skills. This might cause the agent to miss ACD calls to those skills. For example, an agent might miss a call that is queued to skill 1 and be made available for ACD calls that arrive at skill 2.

  The % Skills Available column in the historical Agent Summary report indicates if an agent is an auto reserve agent. Supervisors can view the column to determine the percentage of staffed skills that the agent was available in. The percentage is 100 for an agent who is not an auto reserve agent. Otherwise, the agent is an auto reserve agent for some the assigned skills.

• Agent selection can impact the occupancy of an agent. In an agent surplus condition, Communication Manager delivers ACD calls to a single-skilled agent or an agent whose other assigned skills exceed the required service level targets. For example, skill 1 is assigned to agent A and agent B, and the other assigned skills for agent A are at or below target while the other assigned skills of agent B are above target. If an ACD call queues to skill 1, Communication Manager sends the ACD call to agent B. The delivery of ACD calls to agent B continues till the other assigned skills of agent A are above the target or agent A is the only available agent in skill 1.

  To determine which skills do not meet the service level targets, run the Actual Relative to Target Service Level report.