User`s guide

Selecting Agent Exceptions
Agent exceptions allow you to monitor the activity of individual agents. You
can use these exceptions to indicate reasonable expectations for call handling,
and to help determine where extra training might be necessary. You can set
different exception thresholds for each split to tailor the exception for the type
of calls each split handles. For instance, some splits may need more ACW
time than others.
Pressing
[F1] (labeled “Agent Exceptns” ) from the Select Exceptions screen
selects the Agent Exceptions screen shown below. The box in the screen
indicates the four agent exceptions: Talk Time, After Call Work, Agent
Logout ACW, and Refused Call.
AGENT EXCEPTIONS
ADMIN CMS1.0 3:39p 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 433
- - -
# Calls Waiting > = xx
On 222
---
Oldest Call Wait > = xxx sec On 45s 45s 45s
---
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 Talk F ACW
F Agent
FRefused
F Select
1 Time 2 3 Logout 4 Call
8Exceptns
ADMINISTERING AGENT
To administer an agent 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 reached or exceeded is also listed.
2 Press a function key to administer another agent exception, or press [F8]
(labeled “Select Exceptns”) to return to the Select Exceptions screen when
you are finished.
4-54 Selecting Exceptions