Talk Time - AT&T Call Management System Supervizor's Manual

Changing System Options and Programming Exceptions
Bon Voyage Travel
Exception
AGENTS
[Talk Time >= xxx sec
After Call Work >= xxx min
ACW Time Limit >= xxx min
Refused Call
# Abandon Calls
# Calls Waiting >= xx
Oldest Call Wait >= xxx sec
Avg Speed Answer >= xxx sec
LINE GROUPS
All Lines Busy >= xxx sec
Line Hold Time >= xx min
Line Hold Time <= xx sec
ALERTS
Alert Line Button Numbers
F Talk F
1 Time 2
Figure 4-4. Agent Exceptions Screen

Talk Time

Talk time is the number of seconds an agent is connected to a call. If you
turn on this exception, CMS notifies you when an agent's talk time meets or
exceeds the threshold set for that split.
1. From the Agent Exception screen, press [F1] (Talk Time).
The following prompt appears:
TALK TIME(seconds):
Split 1: – 2: - 3: – 4: – 5: - 6: -
4-14 Programming Exceptions
EXCEPTION SETTINGS
On/Off
off
off
off
off
off
>= ,
XX
off
off
off
off
off
off
F Agent FRefused
ACW
3 Logout 4
ON
ADMIN CMS R3.O ll:22p 03/25
S p l i t / L i n e
l/A 2/B 3/C
- -
- -
- -
- -
3/1 2/1
10s/2 5s/2
3s/2
12s/- 3s/- 10s/-
5s/- 4s/- 4s/-
- -
1: 29 2: 30 3: - 4: -
Call
\
/OFF ?
. —
G r o u p —
4/D 5
-
-
- - -
- -
2/1 -/- -/-
-/- -/-
-/- -/-
-/-
- -
F10 - Help
F Admin
8Exceptns
l
6
-
-/-
-/-
-/-