Agent Exceptions - AT&T Call Management System Supervizor's Manual

Changing System Options and Programming Exceptions
simply leave it blank. This feature allows you to turn on an exception
for some splits or groups, but not all of them.
To delete a threshold value, enter a hyphen (-) over the value you
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want to erase.
— You may enter thresholds even if you turn off an exception. For
example, you may want to turn on the talk time exception when call
traffic is heavy. During slow periods, however, you might not care
how long an agent talks to customers. You may want to turn off the
talk time exception then, but still keep the thresholds.
— Skip over fields that you don't want to change using the tab or
appropriate function key:
5. Enter an alert number or a hyphen in the field to the right of the slash.
See page 4-26 for more on alerts and alert assignments.
Press [F8] (Enter Data) after you make an entry in the last field.
6.
7. Press a different function key to program another exception on that
screen.
Press [F8] (Admin Exceptns) to return to the Exception Settings screen.
8.
9. Press [F8] (Admin Menu) when you finish programming exceptions.

Agent Exceptions

Agent exceptions let you monitor agent activity. You can use these excep-
tions 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.
Press [F1] (Agent Exceptns) from the Administer Exceptions screen to select
the Agent Exceptions screen (Figure 4-4). The box in the screen indicates
the four agent exceptions: talk time, after call work, agent logged out, and
refused calls.
Programming Exceptions 4-13