User`s guide

[F1] Talk Time
Talk Time is the number of seconds an agent is connected to a call. If you
turn on this exception, CMS notifies you when an agent’s Talk Time meets or
exceeds the threshold set for that split.
Prompt:
TALK TIME (seconds): 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 seconds (1 through 999) for the
maximum Talk Time 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 - Talk Time > = XXX seconds
[F2] ACW (After Call Work)
The ACW state refers to the period of time agents make themselves
temporarily unavailable for calls. If you turn on this exception, CMS notifies
you when an agent has been in the ACW state longer than the threshold set
for that split.
Prompt:
ACW (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 a number of minutes (1 through 999) for each split.
To keep the current value of a field, 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 - After Call Work > = XXX minutes
Selecting Exceptions 4-55