Administrator's Guide

Hunt Group
Issue 5 October 2002 889555-233-506
Expected Call Handling Time (sec)
Appears if, on the System-Parameters Customer-Options screen, either the
Vectoring (Advanced Routing) or Business Advocate field is
y. and, on the Hunt
Group screen, the ACD field is y. .
Forced Entry of Stroke Counts or Call Work
Codes
Appears when the ACD field is y and Controlling Adjunct field is none.
Inflow Threshold (sec)
Appears only when the ACD and Queue fields are y and Vector field is n. Enter
the number of seconds that a call can remain in the queue before no more calls
will be accepted by the queue. If 0 is entered, a call is redirected to this split/skill
only if there is an available agent.
Level 1 Threshold (sec)
Enter the number of seconds corresponding to the Expected Wait Time (EWT)
you want to set for this threshold. For example, if you enter 45 calls whose EWT
exceeds 45 seconds will be classified as over threshold 1. This field is used with
Service Level Supervisor and only appears if the Service Level Supervisor field is
y.
Level 2 Threshold (sec)
Appears if the ACD field is y. Enter the number of seconds corresponding to the
Expected Wait Time (EWT) you want to set for this threshold. For example, if you
enter 60 calls whose EWT exceeds 60 seconds will be classified as over threshold
2. This field is used with Service Level Supervisor and only appears if the Service
Level Supervisor field is
y.
Valid entries Usage
1
to 9999 in
increments of
1
Establishes the number of seconds for expected call
handling. This value is used to initialize Expected Wait
Time and is also used by the CentreVu® Advocate Percent
Allocation feature.
Valid entries Usage
y/n
Enter y so either a Stroke Count or Call Work Code must be
entered for each call answered by an agent when in the
Manual-In mode.
Valid entries Usage
0-999