Use the procedure to manage calls, agents, and overload thresholds during high call volumes.
Procedure
At the command prompt, type change hunt-group xxx, where xxx is the number of the hunt group. Press Enter.
In the Service Level Supervisor field, enter y.
In the Activate on Oldest Call Waiting field, enter one of the following field options:
y: SLS uses the time in a queue and Expected Wait Time (EWT) when activating reserve agents.
n: SLS uses only EWT when activating reserve agents.
If you administer Call Selection Override at the system level, enter one of the following field options in the Call Selection Override field:
y: Communication Manager overrides the administered call selection method when the skill exceeds an overload threshold level.
n: Call Selection Override is not active for the skill.
In the Level 1 Threshold (sec) and Level 2 Threshold (sec) fields, enter the time when SLS must activate reserve agents.
The best practice for Level 1 Threshold (sec) is to enter five seconds less than the Average Speed of Answer (ASA) for calls to the skill.
Note:
Call Selection Override, if active for a skill, starts when the skill exceeds the time in Level 1 Threshold (sec). For critical skills, you can administer a low threshold value so that Communication Manager selects calls to critical skills before calls to other skills.
Administer Level 2 Threshold (sec) if you do not use Dynamic Threshold Adjustment.
In the Dynamic Threshold Adjustment field, enter y.
Use Service Level Target with Dynamic Threshold Adjustment.
In the fields associated with the Service Level Target field, enter the percentage and the number of seconds.
