Add Service Levels to Skills

Service levels are configured for skills when they are created, and can be edited on the Skills page. However, you may have multiple skills with the same service level goals. The Service Levels page provides a way to easily configure such skills simultaneously. Only skills associated with a PBX (device) and a split appear on this page. Other skills must be edited from the Skills page.

This topic demonstrates how to add service levels to skills on the Service Levels page. For information on configuring service levels for individual skills, see Edit Skills.

For more information on skills and service level goals, see Skills Overview.

  1. In the inContact WFM v1 Web Portal, click Configuration Miscellaneous Service Levels.
  2. In the Service Levels pane, type a value in the Waiting time (in seconds) field.

  3. Type a value in the Percent Answered field.

  4. In the left Skill column, click the skills to which these service level values should be applied and then click the arrow buttons to move them to the right Skill column.
  5. Click Save.

Service levels can be changed after they are created. Those changes affect only future scheduling calculations.