Altigen MAXCS 7.0 Update 1 MaxSupervisor Manuel d'utilisateur télécharger pdf (Page 39)

MaxSupervisor Manual 35

Using MaxSupervisor

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.

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Altigen MAXCS 7.0 Update 1 MaxSupervisor Manuel d'utilisateur Page 39