BCMS and VuStats interactions

Last Updated : Mar 27, 2013 |

Feature

Interaction

Acceptable Service Level (ASL)

You can use ASL to view the service levels through BCMS and VuStats.

Note:

ASL requires Service Objective (SO).

Service Level Supervisor (SLS)

BCMS tracks the work mode of reserve agents as OTHER on the Monitor BCMS Skill report when the skills do not exceed overload thresholds.

BCMS tracks the work mode of reserve agents as ACD, ACW, AUX, or OTHER when the skills exceed overload thresholds.