User manual

MaxSupervisor Manual 1
Overview
C HAPTER 1
About MaxSupervisor
MaxSupervisor is PC desktop software that runs with AltiGen’s MaxACD for
Lync. Using MaxSupervisor, supervisors of workgroup agents can monitor
the real time status and performance of a workgroup, including calls,
workgroup statistics, and agent state. This information can be stored in an
internal or external CDR database for future review and analysis.
The supervisor has the ability to listen to calls and to barge in or coach calls
if assistance is needed. The supervisor can also re-route a call in queue, if
necessary.
Note: A supervisor cannot see nor access an agent’s non-workgroup
calls.
Session Licensing and License Upgrade
Procedures
MaxSupervisor requires a MaxSupervisor seat license for each user.
The system administrator can verify MaxSupervisor seat licenses in
MaxACD Administrator by selecting License > Client Seat License
Management.
CDR Records Note
For CDR records, there are two Service Level displays for MaxSupervisor:
• Service Level
(number of calls in WG Queue – number of calls in Q over SL threshold)
/ number of calls in Q
• Service Level since midnight
(number of answered calls – number of answered calls over SL
threshold) / number of answered calls