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.
Navigate to AdministrationExceptionsReportsAgent Exceptions by Location.
STEP RESULT:
CMS Supervisor displays the Agent Exceptions by Location window.
In the Current ACD drop-down list, select the ACD for which you want to run a report.
In the Order by field, select one of the following sorting options:
ADDITIONAL INFORMATION:
Time - The report results are sorted by the time that the exceptions occurred.
Agent - The report results are sorted by agent name or number.
In the Split/Skill field, select a split/skill using the drop-down list or search on the name or number of a split/skill.
In the Date field, specify the date for the report using one of the following methods:
ADDITIONAL INFORMATION:
Enter MM/DD/YY format; for example, 10/06/20.
Select a date or range of dates using the calendar icon.
Click Reset to blank out the Date field.
Click Agents to select the agents to display in the report.
ADDITIONAL INFORMATION:
You can enter agent names or login IDs separated by a semicolon (;), or you can use the Search Results shuttle to move agents to the Selected Agents area. You can add up to 1,000 agents for the report.
Click OK to use the selected options.
Click Exceptions to 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.
