Create POM Skills page field descriptions

Last Updated : Sep 29, 2022 |

Use this page to create a skill in POM and map the skill with CC Elite skill number.

Field or Button

Description

CC Elite Skill Number

The skill number configured on Avaya Aura® Communication Manager for mapping.

POM Skill Name

The unique skill name. You can also specify the attributes for the agents. Specify the attributes in the <AttributeName.AttributeValue> format. For example <State.Arizon>. For CC Elite configuration, only the following data types are supported:

  • INTEGER

  • LONG

  • SHORT

  • CHARACTER

  • BOOLEAN

  • STRING

Skill Type

The list of skill types to specify the value as inbound or outbound.

Parameter to Monitor for Blending
The drop-down list to select one of the following parameters to set for blending:

  • Queue Length

  • Expected Wait Time

  • Avg Speed of Answer

  • % Answered within Service Levels

EWT levels

Use this multi select option to specify the EWT level if you select the Parameter to Monitor for Blending as Expected Wait Time (EWT). You can specify either of the following values or their combination as the EWT levels:

  • Expected Wait Time (High)

    This is the default value.

  • Expected Wait Time (Medium)

  • Expected Wait Time (Low)

Note:

If you upgrade POM from previous version to POM 3.0.4, and if EWT was used as a parameter for either blending or pacing, then after upgrade, the EWT value will be defaulted to Expected Wait Time (High) to ensure backward compatibility.

Agent Acquire Threshold

This field is used to configure agent Acquire threshold. When inbound call traffic is below the Acquire threshold, the inbound skill is in good shape and if any blend agents were previously released to inbound, the system can acquire those agents for outbound. This parameter is used only for blending.

For example, if the agent Acquire threshold value is 20 and the current Queue Length is less than 20 and any blend agents were previously released, the system can acquire the agents for outbound.

Agent Release Threshold

This field is used to configure Agent release threshold. When inbound call traffic is above the release threshold, the inbound skill is in bad shape and if there are any blend agents in outbound, those agents will be released from outbound to inbound. This parameter is used for blending.

For example, if the agent release threshold value is 30 and the current Queue Length is more than 30, the system can release the agents.

Agent Release Interval (seconds)

The interval between successive release of agents. If a skill is in trouble, blender notifies agent manager to release a particular agent. However, it might take some time for agent to be actually unnailed as the agent might be attending the call. Also after the agent is unnailed and starts taking inbound calls it might take some time for the skill to appear in good shape. Hence if the release interval is not specified, blender might end up releasing all agents to inbound. This parameter is used for blending.

Monitor for Blend

Displays whether the inbound skill is enabled for blending.

Monitor for Pacing

Displays whether the inbound skill is enabled for pacing.

Zone Name

Displays the zone blender name that monitors the selected skill.

Add

The button to add more rows. You can insert up to 20 skills at one go.

Save

The button to save the changes.