With SLM, you can specify auto reserve agents for a skill to ensure that the desired service level is met in critical skills. When an agent becomes available, the agent can be reserved for SLM skills that have a weighted service level below their assigned targets. When the agent is reserved in more than one of the assigned skills, the agent is made available to receive calls only from the assigned skills.

With SLM, an agent becomes reserved for an SLM skill, which has a Group Type slm, when the agent becomes available. At that time, the SLM software checks all the skills assigned to the agent to determine if any have a weighted service level below the target service level. Before the agent is automatically reserved for more than one of the skills:

• The skills must have a maximum auto reserve setting greater than zero, as set on the Hunt Group screen for the skill.

• The limit of reserved agents has not been exceeded for the skill

In other words, the agent is only available in that skill. The agent is made unavailable in the above-target skills, reserving each agent for the neediest skills.