Specifications

MaxAgent Manual 15

Getting Started

Greeting—From the Greeting tab, you can record and review greetings

for each Activity state. See “Changing Activity Status and Recording

Activity Greetings” on page 16.

Performance—Shows your performance since midnight for each

workgroup you’re logged into. Includes direct calls and workgroup calls.

Shows amount of time you were logged in, not ready, DND/FWD, on

inbound calls, on outbound calls, in wrap-up mode, and in hold state. See

“Viewing Your Workgroup Performance” on page 53.

History—A history of your incoming, outgoing, and missed calls.

Columns include: Direction (inbound - red arrow, outbound - green arrow,

missed), Number, Name, Date/Time, Duration, DNIS, Group, and Note.

See “Viewing the Call History” on page 51.

Directory—Lists the extensions of people at the company. Columns

include: Type (local, remote), Extension, Name, Activity, Department,

Location.

WG Status—Shows the real time status of all the workgroups you’re

logged into. Columns include: Workgroup Number, Workgroup Name,

Time, New, Agents Logged In, Total Busy Agents, Total Agents Not

Available, % of Calls That Exceed Threshold. See “Checking Workgroup

Status” on page 53.

Speed Dial—A list of speed dial numbers entered by the system

administrator and entered at the extension. Columns include: Type

(extension speed dial or system speed dial), ID, Name, Number, and Note.

See “Dialing Speed Dial Numbers” on page 27.

WG Voicemail—A log of unopened and opened voice mails left at the

workgroup extension(s). Columns include: Type, Number, Caller Name (if

available from extension information or from an external database), Date/

Time, Duration, Group, and Note. See “Checking Voice Mail” on page 45.

MeetMe—From the MeetMe tab, you can schedule and monitor phone

meetings. See “MeetMe Conference” on page 33.

Monitor—A list of extensions you have chosen to monitor. Columns

include: State, Extension, Name, Activity, DND/FWD, Caller Name,

Number, Department, Location, DNIS, and Duration. See “Monitoring the

Activity of Other Extensions/Workgroups” on page 49.