Reporting adjuncts, such as Call Management System, track and generate reports on the percentage of calls that meet the administered service level.
Before you begin
Perform the steps in Administering the existing agent login IDs to navigate to the Operations tab.
Procedure
Click the Operations tab and select Split/Skill Call Profile Setup. Click OK.
In the Split(s)/Skill(s) field, select the skill name or skill number.
In the Acceptable service level field, enter a number from 0 to 9999.
The number is the speed of answer for calls to the skill.
For more information, see Avaya Call Management System Administration.
In each Service level increments (seconds) field, enter the number of seconds in ascending order.
The field includes nine subfields of type Inc with the first subfield as Inc 1 and the last subfield as Inc 10 and above.
The range for each subfield entry is from 0 to 999. For example, you can set Inc 1 as 5 or 15, indicating an increment from 0 to 5 seconds or 0 to 15 seconds.
You can also set different intervals in each subfield. For example, you can set Inc 1 to 5, Inc 2 to 12, and Inc 3 to 15. The interval between the first two subfields is 7, and the interval between the last two subfields is 3.
Note:
CMS tracks this interval for answered calls and abandoned calls.
Each subfield entry indicates a longer wait time for a call.
Click Action and select Add to complete the procedure.
