Agent exceptions are assigned per split/skill and not for each agent. When an agent logs into a split/skill, any exceptions that are configured for that split/skill are applied to the agent.

External outbound exceptions are a subset of outbound exceptions. If both types of exceptions are administered, the limit for external outbound covers external outbound calls and the limit for outbound covers only internal outbound calls.

Agent exception records are not created by default in the CMS database when the split/skill is created. When adding an agent exception entry, you must manually associate the appropriate agent exceptions with a split/skill.