Split/skill string value descriptions

Last Updated : Nov 18, 2024 |

You can modify the default string values on the Split/Skill String Values page. The following table describes the options available under each area:

Area

Description

Service Level Changed

The service level is the time limit in seconds for calls to wait in the queue before being answered. Split/skill Call Profile reports can be used to see how many calls were either answered or abandoned within each service level increment.

The string values in the following fields are displayed in reports:

  • YES: The string value in this field is displayed if the service level in the split/skill call profile has changed.

  • NO: The string value in this field is displayed if the service level in the split/skill call profile has not changed.

Period Changed

There are ten time increments in the real-time and historical split/skill Call Profile reports. The length of the time increments is configurable.

The string values in the following fields are displayed on the split/skill Call Profile report:

  • YES: The string value in this field is displayed if the time in the split/skill call profile has changed.

  • NO: The string value in this field is displayed if the time in the split/skill call profile has not changed.

Skill State

The string values in the following fields represent different skill states:

  • UNKNOWN: Leave the default value. The default value is UNKN.

  • Normal: Enter a descriptive word for the state of a skill using the Service Level Supervisor feature when the skill is less than all overload thresholds. The default value is NORMAL.

  • Overload1: Enter a descriptive word for the state of a skill using the Service Level Supervisor feature when the skill exceeds the first overload threshold. The default value is OVRLD1.

  • Overload2: Enter a descriptive word for the state of a skill using the Service Level Supervisor feature when the skill exceeds both the first and second thresholds. The default value is OVRLD2.

  • BEHIND: This string indicates that a skill is either close to or failing to meet the administered target service level, and agents are not being automatically reserved to compensate for this situation. The default value for this string is BEHIND.

  • AUTORSV: This string indicates that a skill is either close to or failing to meet the administered target service level. level. In this case, agents are automatically reserved to achieve the necessary level. The default value for this string is AUTORSV.