User manual

MaxSupervisor Manual 23
Using MaxSupervisor
Saving and Printing Statistics
To save agent or group statistics to a CSV (comma-separated values) file,
click the Export button at the bottom of the tab and then specify a
directory and file name.
To print the data, click the Print button . If you are printing group
statistics, the tabular data and the graph both print out.
Important: Workgroup statistics are reset daily at midnight. If you do not
export or print records before then, you cannot recover the data.
Viewing Agent State
Click the Agent State tab to view the current state of the agents for the
selected workgroup and to have access to the Listen, Barge In and Coach
buttons.
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This tab shows if the agent is logged in or out and whether the agent is
available for a call (a green dot means available, a red dot means not
available). It displays the agent’s extension and name, the agent’s state
(such as busy, available, wrap-up), and the skill level assigned to the agent.
If the agent is connected to a call, then the following is displayed: a red circle
icon in the Rec column if the call is being recorded, talk time, the ID of the
person at the other end of the call, and the name of that person (if available).
The Caller ID column also shows whether the call is incoming or outgoing,
a workgroup or non-workgroup call.
• An icon showing three people in the Caller ID column is a workgroup
call. An icon showing one person is a non-workgroup call.
• A left-pointing green arrow in the Caller ID column indicates an
incoming call, and a right-pointing red arrow indicates an outgoing call.
Additional columns show how long the agent has been logged in or out and,
if logged out, the reason for logging out. Your company’s logout reason
codes are configured by your system administrator. In addition, the following
codes are system codes: