User`s guide

[F3] Oldest Call (Oldest Call Waiting)
The oldest call is the call that has been waiting the longest in a split’s queue.
If you turn on this exception, CMS notifies you when the number of seconds
the oldest call has been waiting meets or exceeds the threshold you set.
Prompt:
OLDEST CALL (sec): 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 If you want to enter threshold values, enter a number of
seconds (1 through 999) for each split. To keep the current
value, leave the field blank. To turn off this exception for
a particular split, type a hyphen (-).
3 Press [F8] (labeled “Enter Data”) after the last field.
Message:
• • • Split X - Oldest Call Waiting > = XXX seconds
[F4] Avg Speed (Average Answering Speed)
The average answering speed is the average time it takes from the time a call
rings until it is connected to an agent in a particular split. This includes the
Answer Delay (the amount of time a call rings before CMS answers it and
connects it to a voice announcement unit), the time connected to the voice
announcement unit, the time on hold waiting to be transferred to an agent,
and the time it takes to transfer the call to an agent.
If you turn on this exception, CMS notifies you when the average speed of
answer in a split meets or exceeds the threshold you set.
Prompt:
AVG SPEED ANS (sec): 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 If you want to enter threshold values, enter a number of
seconds (1 through 999) for each split. To keep the current
value, leave the field blank. To turn off this exception for
a particular split, type a hyphen (-).
3 Press [F8] (labeled "Enter Data") after the last field.
Message:
• • • Split X - Avg Speed of Answer > = XXX seconds
[F8] Select Exceptns (Select Exceptions)
Press this function key to return to the Select Exceptions screen.
[F10] Help
Press this function key to view a Help screen for the Split Exceptions screen.
Selecting Exceptions 4-59