Navigate to AdministrationCall Center AdministrationSplit/Skill Call Profile Setup.
In the Current ACD list, select the active ACD for which you want to administer split/skill call profiles.
STEP RESULT:
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.
STEP RESULT:
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.
ADDITIONAL INFORMATION:
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.
