Peg count exceptions

A peg count exception occurs when the number of occurrences for an ACD activity exceeds an occurrence threshold that is defined for your call center in the current interval. The current interval is a set number of either 15, 30, or 60 minutes. Many CMS exceptions are measured based on this interval.

Most exception conditions apply to ACD events that occur within the current interval that is defined for your call center. When the interval changes, ACD event occurrences are cleared and CMS begins to count event occurrences again. Therefore, your exception conditions should realistically reflect what you want to trigger an exception within your current interval.

Agent timed exceptions

Agent timed exceptions are tracked from the time that the agent logs in until the agent logs out. These exceptions can occur many times during the login period and within an interval. The exception count is cleared when the agent leaves the state that triggered the exception. For example, you can configure an agent timed exception to occur when an agent spends more than 5 minutes in the AUX work mode. When the agent changes to another state, such as AVAIL, the exception is reset so that it can occur again when the agent reenters the AUX work mode.

Other timed exceptions

Other timed exceptions are triggered when the number of ACD activity occurrences exceeds the minimum or maximum time limits that are set for such activity. For example, you can set the time limit at 20 seconds for any call to wait in queue before being answered. You can then define an occurrence boundary of three for the acceptable number of calls that can wait in the queue for 20 seconds. An exception occurs if more than three calls wait in the queue for more than 20 seconds within an interval.

Timed occurrence boundaries for this type of exception apply to ACD activities within the last interval. At the beginning of the next interval, the occurrence count for any timed exception type, except for agent timed exceptions, is cleared and starts again from zero. However, since the time limit for a timed exception type can be more than one hour, the duration of an exception activity is not cleared at the end of the intrahour interval. CMS continues to track the time that is spent on an exception activity that continues from one interval to the next for this type of exception.

The following data collection exceptions are sent when the link is active:

• ACD <number>: data collection started

• ACD <number>: data collection started - new translations

When the primary ACD system (for example, Communication Manager) starts collecting data, exceptions are generated. When the secondary ACD starts collecting data, one of the following new exceptions is generated:

• ACD <number>: data collection to the secondary ACD system started

• ACD <number>: data collection to the secondary ACD system started - new translations