Navigate to Administration > Call Center Administration > Split/Skill Call Profile Setup.
In the Current ACD list, select the active ACD for which you want to administer split/skill call profiles.
CMS Supervisor displays the split/ skill call profiles administered for the selected ACD.
Click Add Split/Skill.
In the Split/Skill field, enter split/skill names or IDs.
The system displays each entry in the Search Results pane.
Click each name or ID that you want to administer to move it into the Selected Split(s)/Skill(s) pane.
In the Acceptable service level field, enter the speed of answer objective for the profile. The acceptable service level represents the maximum number of seconds for a call to be answered.
You must enter a value in this field.
Valid values are 0 to 9999.
This value should not be larger than intrahour interval set on CMS.For example; less than 1800 for a 30-minute intrahour interval or 3600 for a 60-minute intrahour interval.
In the Service Level Increments (seconds) fields, enter a progressively greater number of seconds in each To field. Each field can support values from 0 to 999. If the unanswered call surpasses the time limit for an increment, it moves on to the next increment. For example, 0 to 5 to 10 to 25 represents 0 to 5 seconds, 6 to 10 seconds, and 11 to 25 seconds. Each of the nine increments can vary in length.
