Skill Number

Displays the skill number of the inbound skill.

Skill

Displays the name of the inbound skill in POM that is mapped to the skill in Call Center Elite.

Zone Name

Displays the name of the zone blender that monitors the corresponding inbound skill.

Queue Length

Displays the number of calls that are in the wait queue for the inbound skill.

Expected Wait Time High

Displays the Expected Wait Time (EWT) for the calls that are queued at high priority in the corresponding split/skill.

The EWT is an estimate of how long a caller has to wait in the queue at high priority until being served. The call ringing time at the agent's phone is not included in this estimate.

Expected Wait Time Medium

Displays the EWT for the calls that are queued at medium priority in the corresponding split/skill.

The EWT is an estimate of how long a caller has to wait in the queue at medium priority until being served. The call ringing time at the agent's phone is not included in this estimate.

Expected Wait Time Low

Displays the EWT for the calls that are queued at low priority in the corresponding split/skill.

The EWT is an estimate of how long a caller has to wait in the queue at low priority until being served. The call ringing time at the agent's phone is not included in this estimate.

Avg Speed of Answer

Displays the average time in which an agent answers a call.

Answered with Service Level (%)

Displays the percentage of calls the agents answer to achieve the specified service level.

Agent Acquired Threshold

Displays the agent acquire threshold value that is configured in POM for Call Center Elite.

If the value in the Queue Length field is below the agent acquire threshold value, the inbound skill is in good shape and if any blend agents are released, the system can acquire the agents for other jobs.

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 if any blend agents are released, the system can acquire these agents for other jobs.

Agent Release Threshold

Displays the agent release threshold value that is configured in POM for Call Center Elite.

If the value in the Queue Length field is above the agent release threshold value, the inbound skill is in bad shape and if there are any blend agents having this skill, the system must release those agents from outbound to attend the 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 must release the agents who have the required skills and are performing outbound activities so that they can attend the inbound calls.

Agent Release Interval

Displays the interval (in seconds) between successive release of agents. The agent release interval is configured in POM. The POM blender successively releases the agents from outbound as per the agent release interval time so that the agents can be acquired for inbound to achieve the desired service level.

If a skill is in bad shape, the blender notifies the POM Agent Manager component to release a particular agent. However, it can take some time to actually unnail the agent as the agent might be attending a call. Even after the agent is unnailed and starts taking inbound calls, it can take some time for the skill to appear in good shape.

If the agent release interval is not configured, the blender can release all agents to inbound.

This parameter is used for blending.