User manual
MaxSupervisor Manual 25
Using MaxSupervisor
3. When you are finished monitoring, click the Stop button.
The Stop button becomes available on the tab after you click Listen.
Barging In
You can barge into a workgroup agent call and enter the conversation in
progress.
1. On the Agent State tab, click to select an agent connected to an
incoming workgroup call.
2. Click the Barge In button to ring your extension, then speak to the
agent and caller through the handset.
Alternatively, using the handset, press # 59 + <agent extension> +
<workgroup password> + 2.
3. To exit the call, click the Stop button.
The Stop button becomes available on the tab after you click Barge
In.
Coaching an Agent
You can coach a workgroup agent, telling the agent what to say, without the
caller hearing you.
1. On the Agent State tab, click to select an agent connected to an
incoming workgroup call.
2. Click the Coach button to ring your extension, then speak to the agent
through the handset. The agent hears a tone, alerting the agent that
coaching has been initiated.
Alternatively, using the handset, press # 59 + <agent extension> +
<workgroup password> + 3.
3. To exit the call, click the Stop button.
The Stop button becomes available on the tab after you click Coach.
Recording Calls
A supervisor can record conversations between a workgroup agent and a
customer. Recorded conversations can then be played back through voice
mail or accessed at a centralized location, depending on how your system
is set up.