[ F4 ]
Refused Call.
If you turn on this exception, CMS notifies you whenever
an agent refuses a call.
Prompt:
REFUSED CALLS: ON/OFF?
Action:
1
Type
on
or
off.
2
Press
[ F8 ]
(labeled “Enter Data”).
Exception:
❈ ❈ ❈
Split X - Agent XXXXX - Refused Call
[ F8 ]
Admin Exceptions. Press
[ F8 ]
(labeled “Admin Exceptns” ) to return to
the Administer Exceptions screen.
Selecting Split Exceptions
Split exceptions alert you to unusual or undesirable situations affecting a
whole split. For example, you can be notified when the number of calls
waiting in a split meets or exceeds a threshold you set. Split exceptions can
alert you to a need for more agents or faster call handling.
Pressing
[ F2 ]
(labeled “Split Exceptns”) from the Exception Settings screen
selects the Split Exceptions screen shown below. The box indicates the split
exceptions.
Bon Voyage Travel
ADMIN CMSIIR2
11:15a 06/13
EXCEPTION SETTINGS
Split / Line Group
E x c e p t i o n
O n / O f f 1 / A
2/B 3/C
4/D
5
6
AGENTS
Talk Time >= xxx sec
Off - - -
-
-
-
After Call Work >= xxx min
Off - - -
-
-
-
Agent Logout ACW >= xxx min
Off - - - - - -
Refused Call
Off
SPLITS
# Abandon Calls >= xx
Off - - - - - -
# C a l l s W a i t i n g > = x x
Off
3/1 -/-
-/-
-/-
-/-
-/-
O l d e s t C a l l W a i t > = x x x s e c
Off
10s/2 -/- -/- -/- -/-
-/-
Avg Speed Answer >= xxx sec
Off
10s/3
-/-
-/-
-/-
-/-
-/-
All Lines Busy >= xxx sec
Off
5s/4
-/-
-/-
-/-
Line Hold Time >=
XX
m i n
Off - - - -
Line Hold Time <= xx sec
Off - - - -
ALERTS
Alert Line Button Numbers
1: 29 2: 30 3: 31 4: 32
F
Abandon
F
C a l l s
F
Oldest
F
Avg
F 1 0 - H e l p
F
A d m i n
8
Exceptns
1
C a l l s
2
Waiting
3
Call
4
Speed
4-40 Selecting Exceptions