Auto Reserve Agents is a feature that you can use to ensure that critical skills meet the target service levels. When a critical skill does not meet the target service level, Communication Manager uses this feature to put agents in standby for the other skills. Communication Manager ensures that the next call for the critical skill has an available agent.

When an agent becomes available, Communication Manager checks all the assigned skills to see if an auto reserve skill does not meet the target service level. If so, Communication Manager makes the agent available for calls to the critical skill.