An exception is a type of activity in the ACD that falls outside the limits that have been defined and could indicate unacceptable performance. You can manage exceptions and run reports for the following exception areas:
Agent
Split/skill
Trunk group
VDN
Vector
Data collection
Malicious call trace
Real-time exceptions log
Note:
To administer exceptions and generate reports for VDNs and vectors, the Call Vectoring feature must be enabled. For skills, the EAS feature must be enabled.
