User`s guide

Instructions for Selecting Exceptions
ADMINISTERING
EXCEPTIONS
Pressing [F6] (labeled “Select Exceptns”) on the Administration Menu screen
selects the following Select Exceptions screen.
SELECT EXCEPTIONS ADMIN CMS1.0 3:38p 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
Off - – - - - –
After Call Work > = xxx min On
5m
4m
4m
– – –
Agent Logout ACW > = xxx min Off – – - - – -
Refused Call On
SPLITS
# Abandon Calls > = xx
On
4 3 3
– – –
# Calls Waiting > = xx
On 222-–-
Oldest Call Wait > = xxx sec On
45s 45s 30s – – -
Avg Speed Answer > = xxx sec
Off – – - – – -
LINE GROUPS
All Lines Busy > = xxx sec
Off – – - -
Line Hold Time > = xx min
On
8m
7m 8m –
Line Hold Time <= xx sec Off - – - -
F10 -
Help
F Agent
F Split
F Group
F Admin
l Exceptns 2 Exceptns 3 Exceptns 8 Menu
Use this screen to turn exceptions on or off and set exception thresholds for
each split or line group. Initially, all exceptions are set to Off and all
thresholds are blank.
Exceptions are divided into three types– agent, split, and line group.
General instructions for administering exceptions are provided below. After
you familiarize yourself with the procedure, turn to the descriptions for the
type of exceptions you want to administer:
●
●
●
To
1
2
Agent exceptions
Split exceptions
Line group exceptions
administer exceptions:
Press the function key for the type of exceptions
administer-agent, split, or group.
A box appears around the corresponding area of
screen title and function key labels change.
you want to
the screen, and the
Press the function key for the exception you want to administer. For
example, you could press [F1] (labeled “Talk Time”) on the Agent
Exceptions screen.
If you decide not to administer that exception, press
[F1] (labeled “Cancel
Prompt” ) to cancel the prompt.
4-52 Selecting Exceptions