seanpaul7

Greetings...
I've run into an issue with CMS Supervisor Split/Skill Exceptions. Maybe someone else knows a fix for this (if there is one). I work at a call center that takes a lot of short lived calls (usually under 2 mins). I've set up a Split/Skill exception so that when there are calls in queue, the exception sounds an audible alert through WinXP. The problem is that when I set the exception to "Number calls waiting = 0" so that any calls waiting in queue is > 0 the exception should work... it does and then it doesn't... it gives false exceptions even when there are agents available with no calls in queue. It seems like it is reading random calls coming through even when they don't hit the queue.
If I set the exception to "Number calls waiting = 1" so that any calls waiting in queue is > 1 the exception works like a charm... but we lose service level if there is one call that slips by in queue... and it happens.

Any ideas?

Thanks
Sean