Agent exception descriptions

Last Updated : Aug 27, 2024 |

The following table describes the available agent exceptions:

Exception type

Description

Time available

The time that an agent spends in the Available state. This is idle time.

Note that all time limits are defined in seconds.

Time on inbound ACD call (min)

The minimum time an agent spends on an ACD call.

Time on inbound ACD call (max)

The maximum time an agent can spend on an ACD call.

Time in after call work

The maximum time an agent can spend in the ACW state.

Time on inbound ACW call

The maximum time an agent can spend on an inbound call during ACW.

Number of inbound ACW calls/agent

The total number of inbound calls an agent can receive during ACW time. This exception can only be triggered once per interval.

Time on outbound ACW call

The maximum time an agent can spend on an outbound call during ACW.

Number of outbound ACW calls/agent

The total number of outbound calls an agent can make during ACW. This exception can only be triggered once per interval.

Time in AUX work

The maximum time an agent can spend in the AUX state. AUX refers to the auxiliary time during which agents are not available to take calls.

Time on inbound AUX call

The maximum time an agent can spend on an inbound call while in the AUX state.

Number of inbound AUX calls/agent

The total number of inbound calls an agent can receive while in the AUX state. This exception can only be triggered once per interval.

Time on outbound AUX call

The maximum time an agent can spend on an outbound call while in the AUX state.

Number of outbound AUX calls/agent

The total number of outbound calls an agent can make while in the AUX state. This exception can only be triggered once per interval.

Time in AUX with Reason Code X

The maximum time an agent can spend in the AUX state with Reason Code X, where X is a value from 0 to 99. You can set the time limit for each reason code. On the main Agent Exceptions page, this exception type is listed for Reason Codes 0 to 9. To define this exception type for more reason codes, use the separate page for reason codes 0 to 49 or the page for codes 50 to 99. The separate pages for reason codes do not contain any other agent exception types.

Login identification

Activate this exception to receive notifications for login violations. A violation occurs when an agent attempts to log in with an ID that is not in the Dictionary or if an agent tries to log in with more than one ID on the same terminal. If you deactivate this exception, you are not notified if an agent logs in with an ID that is not in the Dictionary, but you still are notified if an agent tries to log in with more than one ID.

Time on outbound ACD call (min)

The minimum time an agent spends on an outbound ACD call.

Time on outbound ACD call (max)

The maximum time an agent can spend on an outbound ACD call.

Number calls transferred

The maximum number of calls an agent can transfer.

Time ACD call spent on hold

The maximum time that an ACD call can be on hold. This time value is cumulative for each call. If an agent removes a call from hold and places it back on hold again, this value is not reset.

Number ACD calls placed on hold

The maximum number of ACD calls that an agent can put on hold. This exception can only be triggered once per interval.

Number ACD calls abandoned while on hold

The maximum number of calls that are abandoned after being put on hold by an agent. This exception can only be triggered once per interval.

Time ACD call spends ringing

The maximum time that a split/skill or direct agent ACD call can ring at the agent's voice terminal before an exception is triggered.

Ringing call automatically redirected from agent

Activate this exception to be notified when an ACD call rings for long enough that it is automatically redirected. To use this exception, Redirection on No Answer (RONA) must be enabled on the ACD.

Time on direct agent call

The maximum time that an agent can spend on a direct agent ACD call.

Number calls in direct agent queue

The maximum number of direct agent ACD calls an agent can have waiting in the queue.

Time call waited in direct agent queue

The maximum time that a call can wait in the direct agent queue.

Number calls abandoned from direct agent queue

The maximum number of direct agent ACD calls that can be abandoned before an exception is triggered. Calls are considered abandoned if they are in the queue for too long. This exception can only be triggered once per interval.

Number calls outflowed from direct agent queue (maximum)

The maximum number of direct agent calls that outflow from the direct agent queue. This exception can only be triggered once per interval.

Time on external outbound ACW call

The maximum time an agent can spend on an external outbound call during ACW.

Number external outbound ACW calls/agent

The maximum number of external outbound calls an agent can make while in the ACW state. This exception can only be triggered once per interval.

Time on external outbound AUX call

The maximum time an agent can spend on an external outbound call while in the AUX state.

Number external outbound AUX calls/agent

The maximum number of external outbound calls that an agent can make while in the AUX state. This exception can only be triggered once per interval.

Agent logged out with active/held calls

Activate this exception to be notified when an agent logs out with active or held calls on the voice terminal.

Logout attempt without valid reason code

The acceptable number of times that an agent can enter an invalid reason code when trying to log out. This exception can only be triggered once per interval.

AUX attempt without valid reason code

The acceptable number of times that an agent can enter an invalid AUX reason code. This exception can only be triggered once per interval.

Agent entered invalid call work code

An exception that is pegged for CWC 0, which occurs when an agent enters a call work code that is not configured. This exception should be turned off if you are collecting call work codes in call records only.