Manual

iv MaxSupervisor Manual
Configuring the Queue with Color-Coding and Alerts . . 20
To assign a color to each call priority . . . . . . . . . . . . . 21
To restore alerts to the default settings . . . . . . . . . . . 22
Viewing Group Statistics . . . . . . . . . . . . . . . . . . . . . . . 22
Viewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . 25
Saving and Printing Statistics . . . . . . . . . . . . . . . . . . . 26
Viewing Agent State . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Listening in, Barging In, Coaching . . . . . . . . . . . . . . . . 28
Listening In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Barging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Coaching on a call . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Forced Agent Login/Logout . . . . . . . . . . . . . . . . . . . . . 31
Viewing Group Voice Mail . . . . . . . . . . . . . . . . . . . . . . 32
Displaying Local or Server Time for Messages. . . . . . . 32
Dealing with Voicemail messages . . . . . . . . . . . . . . . 33
Recording an Introductory Message. . . . . . . . . . . . . . 34
Agent View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37