3 If you wish to assign an alert to this exception, enter an alert number in the field to the right of the slash. If not, enter a hyphen.
4 Press [ F8 ] (labeled “Enter Data”) after the last field.
Exception: | ❈ ❈ ❈ Split X - # Calls Waiting > = XX |
[ F3 ] Oldest Call (Oldest Call Waiting). The oldest call is the call that has been waiting the longest (to be answered by an agent) in a split. If you turn on this exception, CMS notifies you when the number of seconds the oldest call has been waiting meets or exceeds the threshold you set. You can assign an external alert to this exception.
Prompt: | OLDEST CALL: ON/OFF? |
| ( s / a ) 1 : _ / _ 2 : _ / _ 3 : _ / _ 4 : _ / _ |
| 5 : _ / _ 6 : _ / _ |
|
|
Action:
Exception:
1Type on or off . Press [ F6 ] (labeled “Next Field”) to keep the current value.
2If you want to enter threshold values, enter a number of seconds (1 through 999) for each split. If you do not want to activate this exception for a particular split, type a hyphen.
3Assign an alert number or enter a hyphen in the field to the right of the slash.
4 Press [ F8 ] (labeled “Enter Data”) after the last field.
❈ ❈ ❈ Split X - Oldest Call Waiting > = XXX sec
[ F4 ] Avg Speed (Average Speed of Answer). The average speed of answer is the average time it takes from the time a call rings until it is connected to an agent in a given split. This includes the answer delay (the amount of time a call rings before CMS answers it), the time connected to the voice announcement unit, the time on hold, and the time it takes to transfer the call to an agent.
If you turn on this exception, CMS notifies you when the average speed of answer in a split meets or exceeds the threshold you set. You can assign an external alert to this exception.
Prompt:
Action:
AVG SPEED ANS:ON/OFF? |
| ( s / a ) 1 : _ / _ 2 : _ / _ 3 : _ / _ 4 : _ / _ |
5 : _ / _ 6 : _ / _ |
|
|
1Type on or off . Press [ F6 ] (labeled “Next Field”) to keep the current value.
2If you want to enter threshold values, enter, to the right of the slash, a number of seconds (1 through 999) for each split. If you do not want to activate this exception for a particular split, type a hyphen.
