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[ F1 ] Talk Time. Talk time is the number of seconds an agent is connected to
a call. If you turn on this exception, CMS notifies you when an agent’s talk
time meets or exceeds the threshold set for that split.
Prompt:
TALK TIME (seconds): ON/OFF?
Split 1:
2:
3:
4:
5: 6:
Action:
1
2
3
Type on or off . Press [ F6 ] (labeled “Next Field”) to keep
the current value.
Enter the number of seconds (1 through 999) for the
maximum talk time for each split.
To leave the exception turned off for a split, enter a
hyphen.
Press
[ F8 ] (labeled “Enter Data”) after the last field.
Exception:
❈❈❈
Split X - Agent XXXXX - Talk Time > = XXX sec
[ F2
] ACW (After Call Work). The after-call-work state refers to the time
agents make themselves temporarily unavailable for calls. If you turn on this
exception, CMS notifies you when an agent has been in the ACW state as
long as or longer than the threshold set for that split.
Prompt:
ACW (minutes): ON/OFF?
Split 1:
2:
3:
4:
5:
6:
Action: 1 Type on or off . Press [ F6 ] (labeled “Next Field”) to keep
the current value.
2 Enter a number of minutes (1 through 999) for each split.
To leave the exception turned off for a split, enter a
hyphen.
3 Press
[ F8 ] (labeled “Enter Data”) after the last field.
Exception:
❈❈❈
Split X - Agent XXXXX - After Call Work > = XXX min
[ F3
] Agent Logout. If you turn on this exception, CMS puts agents in the
logged out state when they have remained in ACW state for the specified
threshold.
Prompt:
AGENT OUT (minutes): ON/OFF?
Split 1:
2:
3:
4:
5:
6:
Action: 1 Type on or off . Press [ F6 ] (labeled “Next Field”) to keep
the current value.
2 Enter a number of minutes (1 through 999) for each split.
To leave the exception turned off for a split, enter a
hyphen.
3 Press
[ F8 ] (labeled “Enter Data”) after the last field.
Exception:
❈❈❈
Split X - Agent XXXXX - Logged Out - ACW > = XXX minutes
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