Use the Agent Exceptions by Location report to view exceptions that have occurred for the selected agents. For each agent exception, the report shows the time, agent, and type of exception.
Before you begin
To be able to view data for an agent exception report, the following events must have occurred:
One or more agent exceptions must have been activated.
The exceptions must have occurred at some point. Otherwise, the report is blank.
Active exceptions must be specified in the input window so that they are included in the report.
From the Controller window, navigate to CommandsExceptions on the menu bar.
STEP RESULT:
CMS Supervisor displays the Exceptions window.
Select the Reports tab.
In the ACD field, select the ACD that contains the agents on which to run the report.
In the Reports list, highlight Agent Exceptions by Location.
Click OK.
STEP RESULT:
CMS Supervisor displays the Agent Exceptions window.
In the Date field, specify the date for the report in one of the following date formats:
ADDITIONAL INFORMATION:
Enter MM/DD/YY format; for example, 10/06/20.
Enter the relative day; for example, 0 for today, -1 for yesterday, or -7 for one week ago.
Enter a relative range; for example, -9-0 causes the report to display data for the past ten days including today.
Select a date from the drop-down list.
Select a date by using the Browse button.
This is a required field.
In the Skill State field, enter the name or number of the split/skill to display in the report.
ADDITIONAL INFORMATION:
This is a required field.
In the Agents field, specify the name or number of the agents to display in the report. This field accepts the specification of multiple agents. Multiple values must be separated by a semicolon (;).
ADDITIONAL INFORMATION:
This is a required field.
In the Order by field, select one of the following sorting options:
ADDITIONAL INFORMATION:
Agent - The report results are sorted by agent name or number.
Time - The report results are sorted by the time that the exceptions occurred.
In the Exceptions field, select one or more exceptions to include in the report.
ADDITIONAL INFORMATION:
Select only those exceptions that are or have been activated during the date specified. If you select exceptions that have not been active during the date specified, the report does not display any data in the report.
In the Destination group, select the output option of the report:
ADDITIONAL INFORMATION:
View Report on Screen - The report is displayed on the screen.
Print Report on - The report is sent to the specified printer. Any printer available to the PC can be used and selected through the button at the right of the field.
Click OK.
STEP RESULT:
CMS Supervisor sends the report to the specified output option.
