Edit POM Skills page field descriptions

Last Updated : Oct 28, 2025 |

Use this page to edit POM skills. You cannot edit the Avaya Experience Platform™ On-Prem skill number and POM skill name.

Field or Button

Description

CC Elite Skill Number

The unique Avaya Experience Platform™ On-Prem skill number. You cannot edit this field.

POM Skill Name

The unique skill name. You cannot edit this field.

Skill Type

The drop-down list 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

The value indicates that when traffic is below the specified value, the inbound skill is in good shape and if any blend agents were released, the system can acquire the agents. This parameter is used 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 are released, the system can acquire the agents.

Agent Release Threshold

The value indicates that when the traffic is above the value the skill is in bad shape and if there are any blend agents, having the skill in question, those agents must be released from outbound to enable them to take up inbound calls. 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.

Save

The button to save the changes.