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Skillset Service Level as Script intrinsic ?
- Thread starter johnjose
- Start date
NortelGuy1979
Programmer
What are you defining as your service level? You can use any intrinsic available in the system in a mathematical formula to create a call variable to be used to make other processing / routing decisions...
If I understand, you want to make a decision for call routing based on your "Service Level Threshold" in the Skillset Threshold class. That itself isn't an intrinsic; for example, in my lab, that's set to 20 seconds. That in turn is used for RTD.
A similar intrinsic would be the AVERAGE SPEED ANSWER intrinsic:
The AVERAGE SPEED ANSWER is the calculated average speed of contact answering in the given priority coming into the system. This data is based on the same calculations as the real-time supervisor data displays using the real-time moving window time frame of 10 minutes. This intrinsic applies to both voice and multimedia contacts.
Matthew - Technical Support Engineer Sr.
If I understand, you want to make a decision for call routing based on your "Service Level Threshold" in the Skillset Threshold class. That itself isn't an intrinsic; for example, in my lab, that's set to 20 seconds. That in turn is used for RTD.
A similar intrinsic would be the AVERAGE SPEED ANSWER intrinsic:
The AVERAGE SPEED ANSWER is the calculated average speed of contact answering in the given priority coming into the system. This data is based on the same calculations as the real-time supervisor data displays using the real-time moving window time frame of 10 minutes. This intrinsic applies to both voice and multimedia contacts.
Matthew - Technical Support Engineer Sr.
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