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[ 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
Exception
On/Off 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 - - - - - -
# Calls Waiting >= xx
Off
3/1 -/-
-/-
-/-
-/-
-/-
Oldest Call Wait >= xxx sec
Off
10s/2 -/- -/- -/- -/-
-/-
Avg Speed Answer >= xxx sec
Off
10s/3
-/-
-/-
-/-
-/-
-/-
All Lines Busy >= xxx sec
Off
5s/4 -/-
-/- -/-
Line Hold Time >=
XX min
Off - - - -
Line Hold Time <= xx sec
Off - - - -
ALERTS
Alert Line Button Numbers
1: 29 2: 30 3: 31 4: 32
F Abandon
F Calls
F Oldest
F
Avg
F10 - Help
F Admin
8 Exceptns
1 Calls 2 Waiting
3 Call
4 Speed
4-40 Selecting Exceptions