Specifications

Task: administering exceptions CentreVu CMS Administration
Administering agent exceptions 8-8
Logout attempt
without valid
reason code
Indication if the agent types an invalid code
when trying to logout. This exception cannot
trigger more than once within an interval
AUX attempt
without valid
reason code
Information sent by the switch if AUX work
reason codes are forced or requested and the
agent trying to change to AUX work types an
invalid code, times out, hangs up, or drops or
releases the call without typing a code. This
exception cannot trigger more than once within
an interval.
Time on outbound
ACD call
(minimum)
The minimum time an agent spends on an
outbound ACD call.
Time on outbound
ACD call
(maximum)
The maximum time an agent spends on an
outbound ACD call.
Number calls
transferred
The maximum number of calls an agent can
transfer.
Time ACD call
spent on hold
(maximum)
The maximum time an agent can put an ACD
call on hold.
Number ACD calls
placed on hold
(maximum)
The maximum number of ACD calls an agent
can put on hold. This exception cannot trigger
more than once within an interval.
Number ACD calls
abandoned while on
hold (maximum)
The maximum number of calls that abandoned
after being puton hold by an agent. This
exception cannot trigger more than once within
an interval.
Time ACD call
spends ringing
(maximum)
The maximum time a split or skill or direct
agent ACD call can ring at agent’s voice
terminal before an exception triggers.
Ringing call
automaticallyredire
cted from agent
This exception triggers if an agent lets an ACD
call ring at the voice terminal and the switch
automatically redirects the call back to the split
or skill or to a VDN. (Your switch must have
the Redirection On No Answer feature.)