Abandoned calls

Abandoned calls can cause the threshold levels for a skill to drop if SLS activates reserve agents during an overload threshold condition.

Abandoned calls can interfere with SLS and also lead to inaccurate reporting.

AUDIX™

AUDIX™ is a voicemail system. Therefore, do not administer an AUDIX™ hunt group when you use SLS.

Auto-Available Skill (AAS)

SLS monitors the threshold levels of each skill and activates reserve agents only when a skill exceeds the threshold levels. Therefore, reserve agents can be idle even if calls are in the queue.

Most supervisors use AAS for non-human agents, such as Voice Response Units (VRUs), to ensure that auto-in agents in a skill are continuously available for calls. Therefore, do not administer AAS agents as reserve agents.

Multiple Call Handling (MCH)

SLS overrides the MCH settings for a skill if the skill is within the overload thresholds.

Therefore, a reserve agent, if available, in an MCH skill does not receive calls if the skill does not exceed the overload threshold.

Multiple skill queuing

With Call Vectoring, Communication Manager can place calls in up to three skill queues at a time.

If SLS is active, placing calls to multiple skills can affect the service levels of the skills. For example, a skill can exceed a threshold level because calls are in the queue.

Multiple Skill Queuing can interfere with SLS and lead to inaccurate performance statistics.

Redirection on No Answer (RONA)

A redirected call can affect the threshold levels of a skill and cause SLS to activate reserve agents.