Administering Service Objective

Service Objective is a feature that can be used with either the Greatest Need or Skill Level call
handling preferences. When Service Objective is enabled, Communication Manager selects calls for
agents according to the ratio of Predicted Wait Time (PWT) or Current Wait Time (CWT) and the
administered service objective for each of an agent's assigned skills. Setting a more aggressive
service objective for more important skills allows you to improve the average speed of answer (ASA)
for those skills as compared to less important skills that are served by the same agents.

Note:
Service Objective does not work with Percent Allocation.
This section includes the following topics:

Before you start

How to administer Service Objective for an agent

How to administer Service Objective for a skill

Before you start

When administering Service Objective for a skill, use the Agent LoginID form to activate the feature
for each agent, the Hunt Group form to administer the service objective for each skill, and the
Feature-Related System Parameters Features form to select the call selection measurement (CWT or
PWT). This section includes procedures for each of those tasks. See Administering Dynamic Queue
Position for the steps required to administer service objectives for VDNs.

How to administer Service Objective for an agent

To administer Service Objective for an agent so that service objectives are incorporated into the call
selection process for the agent:
1. At the command line prompt, enter:

change agent-loginID xxxxx

where xxxxx is the loginID for the agent whose assignment you want to administer.
2. Press Return.
3. Enter greatest-need or skill-level in the Call Handling Preference: field.
4. Enter y in the Service Objective? field to activate Service Objective for this agent.

Note:
The Service Objective? field is displayed only if Greatest Need or Skill Level is
entered as the agent's call selection method.
5. Enter a skill number in the SN field for each of an agent's assigned skills.
6. Enter a skill level of 1 to 16 in the SL field for each of the agent's assigned skills.

7. Enter a reserve level of 1 or 2 in the RL field for each of the agents's assigned reserve skills.
8. Press Enter to save your changes.

How to administer Service Objective for a skill

To administer Service Objective for a skill:
1. At the command line prompt of your SAT or terminal emulator, enter:

change hunt-group xxx

where xxx is the number of the skill for which you want to activate Service Objective.
2. Press Return.
3. Go to page 2 of the Hunt Group form.
4. In the Service Objective(sec): field, enter your service objective target in seconds.
5. Press Enter to save your changes.

Note:
Before Release 9, Service Objectives were entered in the Acceptable Service
Level(sec): field of this form.

Administering Greatest Need

Greatest Need is a call selection method that selects a skill for an agent to serve based on the call at
the highest priority whose Predicted Wait Time (PWT) or Current Wait Time (CWT) for a skill is the
longest, or whose PWT or CWT is the highest relative to the administered service objective. See
Selecting calls for more information about how Greatest Need works.
This section includes the following topics:

Where is Greatest Need administered?

How to administer Greatest Need

Where is Greatest Need administered?

Initial administration for Greatest Need is completed on the Agent LoginID form. Changes involving
existing agent login IDs can be made through CMS Supervisor or Avaya Call Management System
(CMS). See Administering Business Advocate through CMS Supervisor or the appropriate version of
the Avaya CMS Administration document, for more information about agent administration for existing
login IDs.

How to administer Greatest Need

To administer Greatest Need as a call handling preference for an agent:
1. At the command line prompt, enter:

change agent-loginID xxxxx

where xxxxx is the loginID for the agent whose assignment you want to administer.
2. Press Return.
3. In the Call Handling Preference field, enter:

greatest-need
Note:
Optional: If you will use Service Objective with Greatest Need, enter y in the Service
Objective? field to activate Service Objective for this agent.
See Administering Service Objective for additional administrative tasks that are
required for using Service Objective.
4. Enter a skill number in the SN field for each of the agent's assigned skills.
5. In the SL field for each of an agent's assigned skills, enter a skill level of 1 to 16, or enter a
reserve level of 1 or 2 in the RL field.
See Administering Service Level Supervisor for details on assigning reserve agents.
6. Press Enter to save your changes.

Communication Manager or CMS Supervisor?