AT&T Merlin II Feature Module 2 System Manual page 67

Selecting Agent Exceptions
ADMINISTER AGENT
EXCEPTIONS
4-38 Selecting Exceptions
Agent exceptions allow you to monitor the activity of individual agents. You
can use these exceptions to indicate reasonable expectations for call handling,
and to see where extra training is necessary. You can set different exception
thresholds for each split to tailor the exception for the type of calls each split
handles. For instance, some splits may need more after-call-work time than
others.
Pressing (labeled "Agent Exceptns") from the Administer Exceptions
[ F1 ]
screen selects the Agent Exceptions screen shown below. The box in the
screen indicates the four agent exceptions: talk time, after call work, agent
logged out, and refused calls.
Bon Voyage Travel
E x c e p t i o n
AGENTS
Talk Time >= xxx sec
After Call Work >= xxx min
Agent Logout ACW >= xxx min
Refused Call
# A b a n d o n C a l l s > = x x
# C a l l s W a i t i n g > = x x
O l d e s t C a l l W a i t > = x x x s e c
Avg Speed Answer >= xxx sec
LINE GROUPS
A l l L i n e s B u s y > = x x x s e c
Line Hold Time >= m i n
XX
Line Hold Time <= xx sec
ALERTS
Alert Line Button Numbers
F A g e n t
F T a l k F
A C W
1 T i m e 2 3 Logout
To administer an agent exception, follow these steps:
1 Press the function key for that exception and refer to the description and
instructions that follow this list. The exception message that appears
when an exception threshold is reached or exceeded is also listed. An
example is
Split X - Agent XXXXX - Talk Time > = XXX sec
2 Press a function key to administer another agent exception, or press
(labeled "Admin Exceptns") to return to the Administer Exceptions screen
when you are finished.
EXCEPTION SETTINGS
Split / Line
2/B
O n / O f f 1 / A
Off - -
Off - -
Off - -
Off
Off - -
3/1 -/-
Off
Off 10s/2 -/-
-/-
Off 10s/3
5s/4 -/-
Off
Off - -
Off - -
1: 29 2: 30
F Refused
4 Call
ADMIN CMSIIR2 11:12a 06/13
Group
3/C 5 6
4/D
- - -
- - -
- - -
- - -
-/-
-/- - / - -/-
- / - -/-
-/- -/-
-/- - / - -/-
-/-
-/- -/-
- -
- -
3: 31 4: 32
F 1 0 - H e l p
F Admin
8 Exceptns
[ F8 ]
-
-
-
-