Selecting Agent Exceptions
Agent exceptions allow you to monitor the activity of individual agents. You can use these exceptions to indicate reasonable expectations for call handling, and to see where extra training is necessary. You can set different exception thresholds for each split to tailor the exception for the type of calls each split handles. For instance, some splits may need more
Pressing [ F1 ] (labeled “Agent Exceptns”) from the Administer Exceptions screen selects the Agent Exceptions screen shown below. The box in the screen indicates the four agent exceptions: talk time, after call work, agent logged out, and refused calls.
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| ADMIN CMSIIR2 | 11:12a | 06/13 | ||||||||
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| EXCEPTION SETTINGS |
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| Split / Line Group |
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| Exception | On/Off | 1/A | 2/B | 3/C | 4/D |
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| AGENTS |
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| Talk Time >= xxx sec | Off | - | - | - | - | - | - |
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| After Call Work >= xxx min | Off | - | - | - | - | - | - |
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| Agent Logout ACW >= xxx min | Off | - | - | - | - | - | - |
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| Refused Call | Off |
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# Abandon Calls >= xx | Off |
# Calls Waiting >= xx | Off |
Oldest Call Wait >= xxx sec | Off |
Avg Speed Answer >= xxx sec | Off |
LINE GROUPS |
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All Lines Busy >= xxx sec | Off |
Line Hold Time >= XX m i n | Off |
Line Hold Time <= xx sec | Off |
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Alert Line Button Numbers |
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10s/2 |
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10s/3 |
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5s/4 |
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1: | 29 | 2: | 30 | 3: | 31 | 4: | 32 |
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| F 1 0 - | H e l p | ||
F | T a l k | F | A C W | F | Agent | F | Refused | ||||
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1 | Time | 2 |
| 3 | Logout | 4 | Call | 8 | Exceptns | ||
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ADMINISTER AGENTTo administer an agent exception, follow these steps:
EXCEPTIONS
1Press the function key for that exception and refer to the description and instructions that follow this list. The exception message that appears when an exception threshold is reached or exceeded is also listed. An example is
❈ ❈ ❈ Split X - Agent XXXXX - Talk Time > = XXX sec
2Press a function key to administer another agent exception, or press [ F8 ]
(labeled “Admin Exceptns”) to return to the Administer Exceptions screen when you are finished.
