Considerations for exception thresholds

Last Updated : Aug 26, 2024 |

When exception thresholds are configured, consider the following:

  • The occurrence threshold for any exception must be between 0 to 999.

  • The time limit for timed exceptions must be between 0 to 28800 seconds.

  • If a time limit is entered for an activity, an occurrence threshold for that activity must also be entered.

  • When an exception is made active, CMS starts checking for the exception immediately as long as data collection is activated.

  • The default setting for most exceptions is off. However, the following exceptions are always active and cannot be stopped:

    • Malicious call trace

    • Data collection disruptions

    • Audio difficulty

    • Agent attempts to log in with more than one login ID