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70 Avaya Business Advocate User Guide February 2006
Overload thresholds and service level targets
The following table shows how the overload thresholds and service level targets are set.
Service Level
Target
% in seconds in the Service
Level Target field for
nonemergency skills, except for
the Payment Arrangements skill
Hunt Group form (page 2)
Greatest Need greatest-need in the Call
Handling Preference field
Agent LoginID form
Skill Levels for
Agents
skill levels in the Skill Level
(SL) field for each agent’s
primary skill
Agent LoginID form
Reserve Agents
1 or 2 in the Reserve Level
(RL) fields for each agent’s
reserve skills, according to
agent’s profile
Agent LoginID form
If you want to
activate . . .
Then enter . . . On the . . .
Skill Overload thresholds Service level targets
Emergency Level 1: 5 seconds
Level 2: 10 seconds
Not administered
Business
accounts
Level 1: 20 seconds
Level 2: 30 seconds
85% in 20
Residential
accounts
Level 1: 40 seconds
Level 2: 50 seconds
85% in 40
Payment
arrangements
Not administered 80% in 60