Adding split/skill exceptions in the PC Client

Last Updated : Nov 18, 2024 |
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  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 that contains the splits/skills for which you want to configure exceptions.
  3. In the Operations list, select Split/Skill Exceptions.
  4. Click OK.
    STEP RESULT:
    Supervisor displays the Split/Skill Exception Administration window.
  5. In the Split(s)/Skill(s) field, enter the names or IDs of the splits/skills for which an exceptions configuration is to be created.
  6. 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.
  7. When all necessary time limits and thresholds have been entered, click ActionsAdd from the menu bar.