The Split/Skill Exceptions report is used to view exceptions that have occurred for the selected splits/skills. For each split/skill exception, the report shows the time and type of exception.
Before you begin
To be able to view data for a Split/Skill Exceptions report, the following events must have occurred:
One or more split/skill 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.
The user ID used to run the report must have the read permission for the Exceptions subsystem and the affected splits/skills as well as the exceptions permission for all affected splits/skills.
Navigate to AdministrationExceptionsReportsSplit/Skill Exceptions.
STEP RESULT:
CMS Supervisor displays the Split/Skill Exceptions 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.
Split/Skill - The report results are sorted by the split/skill number.
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 Split/Skill to select the split/skill to display in the report.
ADDITIONAL INFORMATION:
Enter a split/skill number or a series of split/skill numbers separated by semicolons to display the results in the Search Results shuttle. Move the split/skill to the Selected Split(s)/Skill(s) area. You can add up to 1000 splits/skills 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.
