AltiGen MAXCS 7.5 MaxSupervisor - Manual (Page 5)

MaxSupervisor Manual 1
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C
H A P T E R
1
Overview
MaxSupervisor is computer desktop software that runs with the
MAX Communication Server (MAXCS) ACM systems. 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.
Session Licensing and License Upgrade
Procedures
MaxSupervisor requires that a MaxSupervisor seat license or
session license be installed at the MAXCS ACM system.
The system administrator can verify MaxSupervisor seat licenses
in MaxAdministrator 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