Using Service Objective

Last Updated : Apr 29, 2013 |

About this task

Use Dynamic Queue Position (DQP) to administer Service Objective (SO) at the VDN level.

Administer SO in the following order:

  1. Agent-level decisions on the Agent LoginID screen

  2. Skill-level decisions on the Hunt Group screen

  3. System-level decisions on the Feature-Related System Parameters screen

Procedure

  1. On the Agent LoginID screen, administer Call Handling Preference and Service Objective.
  2. On the Hunt Group screen, administer Dynamic Queue Position and Service Objective (sec).
  3. On the Feature-Related System Parameters screen, administer Call Selection Measurement.