Instruction manual

Building a Shift Configuration
.
Bon Voyage Travel
ADMIN CMS R3.0 8:00p 03/04
AGENT SPLITS
LINE GROUP OPTIONS
—Agent—
—Agent— Num Answer Force Auto
❘ ❘
Split
❘
Pos ID
❘
Split Pos ID
Group Lines Delay
Delay ACW
CALL FLOW
Flow
All
—Splits— Intra Spl Thresh Ring
❘
Gp Main Sec Flow
❘
Configuration #1 -
F10 -
Help
F Splits
F Line F Call F Clear
F Config
1
F Admin
2 Groups 3 Flow
5 Agents
7 List 8 Menu
Figure 6-2. Shift Configuration Screen
Assigning Splits
The next step is to assign IDs and agents to each split in the shift. Refer to
the Agent Splits Planning Form for these assignments.
NOTE:
If the Agent Splits Planning Form includes an All-Ring spilt, assign the ghost
agent indicated on the form as the only agent in that split. Follow the steps
below to assign a ghost agent in the same way as a real agent.
6-4 Assigning Splits