SLM skills can be co-resident on the system with skills that use other agent selection methods such as LOA. However, situations can arise in which a skill is not administered as an SLM skill, but includes agents that are also assigned to more than one SLM skill. In such a mixed skill environment, the following rules apply:
If a non-SLM administered skill does not include any agents who are also assigned to SLM skills, agent selection is based on the agent selection method administered for that skill.
If a non-SLM administered skill includes more than one agent who is also assigned to SLM skills, a current service level value of 100 percent is applied to the non-SLM skill for purposes of SLM service level and agent opportunity cost calculations.
Important:
In a mixed skill environment, the service level for non-SLM hunt groups must be administered to reflect the importance of the hunt group. For example, if you can keep inbound callers in queue for a longer amount of time, you can set the service level to be 75 percent (of calls answered) in 180 seconds. In other cases, when an extended wait time is not expected, but target service level compliance is not critical, you can set the service level to be 45 percent in 15 seconds.
