User manual

MaxSupervisor Manual 29
Using MaxSupervisor
You can click a call and use the Listen, Barge In, and Coach buttons at the
bottom of the Agent View tab. You can right-click a call to access the
Recording pop-up menu. When a call is being recorded, a recording icon
appears in the Rec column.
The Agent View tab displays an agent’s extension; name; readiness state
(green = idle, red = busy, orange = wrap-up, grey = unstaffed, red x = error);
the duration of time in that state; the workgroup an agent is on a call for, if
any; caller name if available; caller ID; talk time; DNIS; IVR data (if the user
navigated through the interactive voice response system, or auto-attendant,
menu resulting in either collected digits and/or data mapped by the IVR
using the collected digits); and user data (notes that an agent attached to
the call).
Click the plus sign on an agent row to see the agent’s workgroups and the
agent’s login/logout information for each workgroup, plus the agent’s
assigned skill level. In the figure below, the row for agent Wendy Sanders
has been expanded. You can see that see is logged into workgroup 3002
and is logged out of workgroup 3003. You can see when she logged out of
workgroup 3003, how long she has been logged out, and the reason for
logging out.
If an agent belongs to a workgroup that you’re not monitoring in the current
session, that workgroup is not shown here.
You can expand the information for multiple agents.