The following table describes the available split/skill exceptions:
Exception type |
Description |
Time call has waited in queue |
The acceptable amount of time that a call can remain unanswered in the queue before an occurrence is counted against the threshold limit. |
Number calls waiting |
The maximum number of calls that can be in the queue at any given time. |
Number calls abandoned |
The acceptable number of abandoned calls. This exception can only be triggered once per interval. |
Average speed of answer (seconds) |
The maximum time in seconds that a call waits in the split/skill queue before an agent answers. This exception can only be triggered once per interval. |
Number intraflowed-out calls |
The maximum number of calls that can intraflow from a split/skill. This exception can only be triggered once per interval. |
Number intraflowed-in calls |
The acceptable number of calls that can intraflow into a split/skill before an occurrence is counted against the threshold limit. This exception can only be triggered once per interval. |
Number interflowed-out calls |
The acceptable number of calls that can interflow out of the split/ skill. This exception can only be triggered once per interval. |
Number calls handled as backup |
The acceptable number of calls that the current split/skill can handle as a backup for another split/skill. This exception can only be triggered once per interval. |
Number calls transferred |
The acceptable number of calls that can be transferred. This exception can only be triggered once per interval. |
Number calls offered while queue full |
The acceptable number of calls offered or routed to the split/skill while the queue is full. This exception can only be triggered once per interval. |
Expected Wait Time (pri Top) exceeds threshold |
The maximum acceptable time in seconds that a call is expected to wait at top priority before connecting to an agent. This exception can only be triggered once per interval. |
Expected Wait Time (pri High) exceeds threshold |
The maximum acceptable time in seconds that a call is expected to wait at high priority before connecting to an agent. This exception can only be triggered once per interval. |
Expected Wait Time (pri Medium) exceeds threshold |
The maximum acceptable time in seconds that a call is expected to wait at medium priority before connecting to an agent. This exception can only be triggered once per interval. |
Expected Wait Time (pri Low) |
The maximum acceptable time in seconds that a call is expected to wait at low priority before connecting to an agent. This exception can only be triggered once per interval. |
Rolling Average Speed of Answer (seconds) |
The maximum acceptable amount of time in seconds that is calculated for the rolling Average Speed of Answer (ASA) for a split/skill. Rolling ASA refers to the average time that it takes for a call to be answered. This exception can only be triggered once per interval. An occurrence is counted (in seconds) when CMS receives an ASA that exceeds the specified time limit. An exception is triggered when the threshold is exceeded. |
