Specifications

Task: administering exceptions CentreVu CMS Administration
8-1
8 Task: administering exceptions
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Overview
Purpose
An exception is a condition in which too many (or too few) occurrences
of a type of activity in an ACD fall outside the limits set for your call
center. An exception condition usually indicates abnormal or
unacceptable performance in the ACD by agents, splits/skills, trunk
groups, VDNs, or vectors.
In this task you will find the following procedures:
• Changing your exceptions notification
• Administering agent exceptions
• Administering split/skill exceptions
• Administering trunk group exceptions
• Administering VDN exceptions
• Administering vector exceptions
• Running an agent exceptions report
• Running a data collection report
• Running a malicious call trace report
• Running a split/skill exceptions report
• Running a trunk group exceptions report
• Running a VDN exceptions report
Use the steps that follow to administer exceptions.