The Splits/Skills Exceptions report is used to view exceptions that have occurred for the selected split/skill. 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 Splits/Skills 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.
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 split/skill on which to run the report.
In the Reports list, highlight Split/Skill Exceptions.
Click OK.
STEP RESULT:
CMS Supervisor displays the Split/Skill Exceptions window.
In the Date field, specify the date to view for the report. Entry of the date can be done through the following methods:
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 Splits/Skills field, specify the name or number of one or more split/skill to run the report against. Entry of the split/skill can be done through the following methods:
ADDITIONAL INFORMATION:
Enter the name or number of the split/skill.
Select the split/skill from the drop-down list.
Select the split/skill by using the Browse button.
Multiple split/skill can be entered in this field, but must be separated by a semicolon. This is a required field.
In the Order by field, select one of the following sorting options:
ADDITIONAL INFORMATION:
Split/Skill - The report results are sorted by split/skill name or number.
Time - The report results are sorted by the time the exceptions occurred.
In the Exceptions field, select one or more exceptions to include in the report.
ADDITIONAL INFORMATION:
Only those exceptions that have been activated in the past should be selected. Selecting exceptions that have not been activated will not return any data in the report.
In the Destination group, select one of the following output options:
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.
