Task: administering exceptions
CentreVu CMS Administration
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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:
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Changing your exceptions notification
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Administering agent exceptions
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Administering split/skill exceptions
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Administering trunk group exceptions
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Administering VDN exceptions
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Administering vector exceptions
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Running an agent exceptions report
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Running a data collection report
•
Running a malicious call trace report
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Running a split/skill exceptions report
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Running a trunk group exceptions report
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Running a VDN exceptions report
Use the steps that follow to administer exceptions.
Summary of Contents for CentreVu CMS Administration
Page 1: ...585 210 910 Comcode 108501743 Issue 1 November 1999 CentreVu CMS Administration...
Page 12: ...About this information product CentreVu CMS Administration xii...
Page 148: ...Task automating your activities with scripting CentreVu CMS Administration Task reference 5 16...
Page 382: ...Task learning and using Solaris CentreVu CMS Administration Restore files in Solaris 12 12...
