Instructions For Selecting Exceptions - AT&T Call Management System Supervizor's Manual

Changing System Options and Programming Exceptions
able or inappropriate data. Consider these points when choosing the excep-
tions for your business:
In sales line groups, the exceptions that indicate the length of time all
lines are busy and the number of abandoned calls are important.
When all lines are busy, potential customers may not be able to get
through and may call a competitor. This could mean lost revenue for
your business. Abandoned calls (instances where a caller hangs up
before being connected to an agent) signal that there are callers who
are tired of waiting for an agent and who might not call back—again,
possible lost revenue.
The thresholds for these exceptions depend on the dollar value of
each call versus the expense of an additional agent:
In businesses where each call generates high revenue (or where
customer service directly affects sales), the thresholds should be
set low. Thus the exception messages can alert the supervisor
before too many calls are lost.
In businesses where the revenue per call is low, it may not be
economical to have enough lines and agents to handle all calls.
Exception thresholds could be set high.
In a service business, agent productivity and cost per call may be
important concerns. In this situation, the length of time an agent
spends on a call (talk time) and in the after-call-work state may be the
most important exceptions to monitor.

Instructions for Selecting Exceptions

To select exceptions:
1. From the CMS Main Menu, press [F4] (Admin CMS).
The Administration Menu appears.
2. From the Administration Menu, press [F6] (Select Exceptns).
The Exception Settings screen (Figure 4-3), appears.
4-10 Programming Exceptions