Specifications

Task: administering exceptions CentreVu CMS Administration
Administering agent exceptions 8-7
Number of inbound
ACW calls/agent
The total number of inbound calls an agent can
receive during after-call work. This exception
cannot trigger more than once within an
interval.
Time on outbound
ACW call
(maximum)
The maximum time an agent spends on an
outbound call during after-call work.
Number of
outbound ACW
calls/agent
The total number of outbound calls an agent
can make during after-call work. This
exception cannot trigger more than once within
an interval.
Time in AUX work
(maximum)
The maximum time an agent spends doing
auxiliary work.
Time on inbound
AUX call
The maximum time an agent spends on an
inbound call during auxiliary work.
Number of inbound
AUX calls/agent
The total number of inbound calls an agent can
receive during auxiliary work. This exception
cannot trigger more than once within an
interval.
Time on outbound
AUX call
(maximum)
The maximum time an agent spends on an
outbound call during auxiliary work.
Number of
outbound AUX
calls/agent
The total number of outbound calls an agent
can place during auxiliary work. This exception
cannot trigger more than once within an
interval.
Time in AUX with
Reason Code X
(maximum)
The maximum time agents can spend doing
auxiliary work with Reason Code X (X is from
0 to 9).
Login Identification Notification of a login violation. If you
deactivate this exception, checking for
Dictionary login violations is turned off. You
cannot turn off checking for agents who try to
log in using more than one login ID. This
exception cannot trigger more than once within
an interval.