AltiGen MAXCS 7.5 MaxSupervisor - Manual (Page 39)

MaxSupervisor Manual 35
Using
Ma
xSup
erv
is
o
r
Agent View
The Agent View tab shows all agents that belong to at least one
of the workgroups you’re monitoring. If the agent is on more than
one call, only the active call's information is shown.
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.