Service Level based routing

[Glenn]

I've found many threads about it (and genesys documentation), but I'm still breaking my mind how I can do this.  Can somebody explain me a a few simple words how to reach my goal?

I am creating a demo environment where I want to route calls to certain rules:

If service level > 80% and agent availability > 80%: normal priority
If service level > 80% and agent availability < 80%: increase waiting time (eg. from 60sec to 90sec)
If service level < 80% and agent availability > 80%: increase priority
If service level < 80% and agent availability < 80%: increase priority and waiting time

How can I determine the current SL so I can do whatever is necessary?

[S]

We use something kinda this using the skills based routing.
for a particular skill and their call types, we calculate the SL for those call types VQs, and the corresponding skilled agents availability and route accordingly...

well,... however, it would still depend on how your environment is setup and how business wants...

May be others have different ideas...