Using maxsupervisor, Monitoring workgroups, Hapter – AltiGen MAXCS 7.0 MaxSupervisor User Manual
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MaxSupervisor Manual 17
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Using MaxSupervisor
Using MaxSupervisor, you can do the following:
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Monitor multiple workgroups in a single view that displays
queue and staffing information for all the workgroups
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View details of a selected workgroup: calls in queue, group
statistics (including graph format), group voice mail, agent
statistics, and agent state
•
Pick up and redirect queued calls
•
Listen to an agent’s phone call
•
Barge in on an agent’s phone call
•
Coach an agent without the caller hearing you
•
Record an agent’s phone call
•
Log in and log out agents from workgroups
•
Listen to and handle workgroup voice mail
•
Save and print workgroup and agent statistical data
Monitoring Workgroups
For all the workgroups you chose to monitor when you logged in,
calls-in-queue and workgroup staffing information are
summarized in real time on one Workgroup View tab. Additional
tabs in the bottom pane of the Workgroup View show detailed
information on individual workgroups.