
[ 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? |
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Action: | 1 | Type on or off . Press [ F6 ] (labeled “Next Field”) to keep | |||||||||||||||
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2Enter 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.
3Press [ F8 ] (labeled “Enter Data”) after the last field.
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Exception: Split X - Agent XXXXX - Talk Time > = XXX sec
[ F2 ] ACW (After Call Work). The
Prompt: | ACW | (minutes): | ON/OFF? |
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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? |
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Action: | 1 | Type on or off . Press [ F6 ] (labeled “Next Field”) to keep | ||||
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| the current value. |
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| 2 | Enter a number of minutes (1 through 999) for each split. | ||||
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| hyphen. | ||||
| 3 | Press [ F8 ] (labeled “Enter Data”) after the last field. | ||||
Exception: |
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❈ | ❈ ❈ Split X - Agent XXXXX - Logged Out - ACW > = XXX minutes |