All available exception types are listed. You can manage which exception types are assigned and modify the settings for each exception type.
Procedure
Navigate to Administration > Exceptions > Split/Skill Exceptions.
In the Current ACD list, select the active ACD for which you want to administer exceptions.
In the Split/Skill field, select the split/skill for which you want to manage exceptions.
If exceptions are assigned, they are displayed.
Optional If you want to assign the same exceptions to additional splits/skills, enter the split/skill names or IDs in the Select additional splits/skills (optional) field.
Use a semicolon to separate each entry.
Click + to move splits/skills from the Search Results area to the Selected Split(s)/Skills(s) area.
Ensure that all splits/skills to which you want to assign exceptions are displayed in the Selected Split(s)/Skills(s) area.
Do the following for each exception type you want to assign or modify:
Select the Active check box to activate the exception type. When activated, CMS tracks activities for the exception. If the check box is not selected, the exception type is disabled, but if you enter a time limit and threshold, this information is saved so you can activate the exception later.
In the Time Limit field, enter a time limit in seconds. You can enter a value from 0 to 28800 seconds. Depending on the type of exception, this value represents the minimum or maximum amount of time for an activity. If this limit is surpassed, CMS counts this activity and compares it against the Threshold field.
In the Threshold field, enter a value from 0 to 999. This value represents the number of acceptable occurrences for an activity. If you enter 0 in this field, an exception is created the first time the activity occurs.
Do one of the following to save your changes:
Click Add when assigning a new set of exceptions.
Click Modify when modifying settings, such as the time limit or threshold, for an existing set of exceptions.
Click Remove to remove all administered exceptions.
