With Service Objective (SO), you can assign different levels of service to different skills. For example, you can assign 20 seconds for a premium customer skill and 25 seconds for a silver customer skill. A shorter SO time indicates that a call for the skill is important to the organization.

When you administer SO at the agent level and the skill level, Communication Manager selects calls based on the ratio of Current Wait Time (CWT) or Predicted Wait Time (PWT) to the administered SO for the skill.

If you select Greatest Need or Skill Level as the call selection method, use SO and not Percent Allocation as SO ensures that Communication Manager selects calls to critical skills. Percent Allocation ensures uniform distribution of agent work time in each skill.

When you administer SO at the Vector Directory Number (VDN) level, Communication Manager assigns priorities to calls in a queue. The priority is based on the number of seconds within which agents must receive calls from the VDNs with SO.