User`s guide
Selecting Split Exceptions
Split exceptions alert you to unusual or undesirable situations affecting a
whole split. For example, you can be notified when the number of calls
waiting in a split’s queue meets or exceeds a threshold you set. Split
exceptions can alert you to a need for more agents or faster call handling.
Pressing
[F2]
(labeled "Split Exceptns") from the Select Exceptions screen
selects the Split Exceptions screen shown below. The box indicates the split
exceptions.
SPLIT EXCEPTIONS
ADMIN CMS1.0 3:40P 04/18
EXCEPTION SETTINGS
❘
.........Split/Line Group.........
❘
EXCEPTION
On/Off
1/A
2/B
3/C
4/D
5
6
AGENTS
Talk Time > = xxx sec
After Call Work >= xxx min
Agent Logout ACW>= xxx min
Refused Call
Off
On
Off
On
-
5m
-
-
4m
-
-
4m
-
-
-
-
-
-
-
-
-
-
SPLITS
# Abandon Calls >= xx
# Calls Waiting >= xx
Oldest Call Wait >= xxx sec
Avg Speed Answer >= xx sec
4
2
45s
-
3
2
45s
-
3
2
30s
-
- - -
- - -
- - -
- - -
LINE GROUPS
All Lines Busy>= xxx sec
Line Hold Time >= xx min
Line Hold Time= xx sec
Off
On
Off
-
8m
-
-
7m
-
-
8m
-
-
-
-
FAbandon
1 Calls
F Calls
2Waiting
F Oldest
3 Call
F Avg
4 Speed
F10 - Help
F Select
8Exceptns
ADMINISTERING SPLIT
To administer a split exception:
EXCEPTIONS
1
Press the function key for that exception and refer to the description and
instructions that follow this list. The exception message that appears
when an exception threshold is met or exceeded is also listed.
2
Press a function key to administer another split exception or press
[F8]
(labeled “Select Exceptns”) to return to the Select Exceptions screen when
you are finished.
Selecting Exceptions
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