User`s guide

[F3] Agent Logout (Agent Logout ACW)gent
If you turn on this exception, CMS automatically logs out an agent who has
been in the ACW state as long or longer than the threshold you set. You are
notified when the exception threshold is reached and the agent is logged out.
Prompt:
AGENT OUT (minutes): ON/OFF?__ Split 1:___ 2:___ 3:___ 4:___ 5:___ 6:___
Action:
1 Type on or off, or leave the field blank if you want to
keep the current value.
2 Enter the number of minutes (1 through 999) for each split.
To keep the current value, leave the field blank. To turn
off this exception for a particular split, enter a hyphen (-).
3 Press [F8] (labeled “Enter Data”) after the last field.
Message:
• • • Split X - Agent XXXXX - Logged Out - ACW > = XXX minutes
[F4] Refused Call
If you turn on this exception, CMS notifies you whenever an agent refuses a
call (i.e., whenever an agent does not answer a CMS call within the number
of rings specified in the Transfer Return Threshold on the Set Options
screen).
Prompt:
REFUSED CALLS: ON/OFF? ___
Action:
1 Type on or off.
2 Press [F8] (labeled “Enter Data”).
Message:
• • • Split X - Agent XXXXX - Refused Call
or
• • • Split X - Agent XXXXX - Refused XFR Call on Line QXXXX
[F8] Select Exceptns (Select Exceptions)
Press this function key to return to the Select Exceptions screen.
[F10] Help
Press this function key to display a Help screen for the Agent Exceptions
screen.
4-56 Selecting Exceptions