Service Objective Routing

[rob.h]

I'm looking for more information on Service Objective Routing.  The Routing Application Configuration Guide gives a high-level overview of selecting an interaction based service objective.  And the Business Process User's Guide has a bit of info on defining Service Objectives under the Objectives table in CME.  Does anyone have know any details on how to use Service Objectives or can provide examples?

We are using URS 7.6.

Thanks

Rob

[kubikle]

Basically it is the following: Usually you
1. set URS option use_service_objective to true,
2. attach to interaction the user data with key ServiceObjective and value the time in sec yhe interactio should be served within. Objective tables are not necessary and can be used just to move controling of service objective out of strategy (thorough function FindServiceObjective).

As result when there are 2 calls waiting the same agent:
Call1 wait for Time1 and have service objective ServObj1 and Call2 wait for Time2 and have service objective ServObj2
then the one havibg relation Time/ServObj bigger will be selected (asuming they have the same priority.)

[rob.h]

Thanks  kubikle!