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Building a
Shift Configuration
The next step in setting up CMS is to build an initial shift configuration.
Building a shift configuration includes selecting the configuration, assigning
an ID and agents to each split, programming call flow, programming
intraflow, setting AlI-Ring operation (if applicable), and naming the
configuration. The Agents Splits Planning Form and the Shift Configuration
Planning Form contain the information you need to complete these tasks.
After building this initial shift configuration, you will choose it to be used as
the start-up configuration. Other shifts can be added later for evenings,
nights, and weekends. CMS can store up to six shift configurations, but uses
only one at a time.
NOTE:
Some functions (such as the delays and the intraflow threshold) have initial
settings that are automatically in effect as soon as CMS begins managing
calls. If you do not change them at this time, they can be changed after CMS
has been monitored for several days.
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