From the Controller window, navigate to CommandsExceptions on the menu bar.
STEP RESULT:
CMS Supervisor displays the Exceptions window.
In the ACD field, select the ACD that contains the vectors for which you want to configure exceptions.
In the Operations list, select Vector Exceptions.
Click OK.
STEP RESULT:
Supervisor displays the Vector Exceptions Administration window.
In the Vectors field, enter the names or IDs of the vectors for which the exception configuration is to be modified.
From the menu bar, click ActionsFind one.
STEP RESULT:
Supervisor locates the agent exception configuration for the specified split/skill and displays the data in the appropriate fields.
To have all vectors returned when performing this step, leave the Vectors field blank. Supervisor will return all vectors for which you have the read permission. You can then use the Next and Previous menu actions to cycle through the vectors.
Do the following for each exception type you want to assign or modify:
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.
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.
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.
When all necessary time limits and thresholds have been entered, click ActionsModify from the menu bar.
