Modifying agent exceptions using the PC Client

Last Updated : Aug 26, 2024 |
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Use this procedure to modify the settings of exceptions that are already assigned. For example, you can modify the time limit or threshold.
  1. From the Controller window, navigate to CommandsExceptions on the menu bar.
    STEP RESULT:
    CMS Supervisor displays the Exceptions window.
  2. In the ACD field, select the ACD on which the split/skill to modify for agent exceptions resides.
  3. In the Operations list, highlight Agent Exceptions.
    ADDITIONAL INFORMATION:
    Note:
    If you need to add agent exceptions for AUX reason codes 10 through 99, select the appropriate operation for Agent Exceptions Reason Codes 0-49 and Agent Exceptions Reason Codes 50-99.
  4. Click OK.
    STEP RESULT:
    Supervisor displays the Agent Exceptions Administration window.
    This window appears with all fields blank when first opened.
  5. In the Split(s)/Skill(s) field, enter the name or number of the split/skill for which the agent exceptions configuration is to be modified.
  6. From the menu bar, select ActionsFind one.
    ADDITIONAL INFORMATION:
    Supervisor locates the agent exception configuration for the specified split/skill and displays the data in the appropriate fields. If the exception configuration data cannot be found, the status bar displays 0 matches found.
    To return all splits/skills, leave the Split(s)/Skill(s) field blank before performing the Find one action. Supervisor will return all split(s)/skill(s) for which you have the read permission. You can then use the Next and Previous menu actions to cycle through the splits/skills.
  7. Do the following for each exception type you want to assign or modify:
    1. 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.
    2. 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.
    3. 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.
  8. When all necessary time limits and thresholds have been modified, select ActionsModify from the menu bar.