AltiGen MAXCS 7.0 MaxSupervisor - Manual (Page 31)

MaxSupervisor Manual 27
Using
Ma
xSup
erv
is
o
r
Viewing Agent State
Click the Agent State tab to view the current state of the agents
for the selected workgroup and to have access to the Listen,
Barge In and Coach buttons.
This tab shows if the agent is logged in or out and whether the
agent is available for a call (a green dot means available, a red dot
means not available). It displays the agent’s extension and name,
the agent’s state (such as busy, available, wrap-up), and the skill
level assigned to the agent.
If the agent is connected to a call, then the following is displayed:
a red circle icon in the Rec column if the call is being recorded, talk
time, the ID of the person at the other end of the call, and the
name of that person (if available).
The Caller ID column also shows whether the call is incoming or
outgoing, a workgroup or non-workgroup call.
• An icon showing three people in the Caller ID column is a
workgroup call. An icon showing one person is a non-
workgroup call.
• A left-pointing green arrow in the Caller ID column indicates
an incoming call, and a right-pointing red arrow indicates an
outgoing call.
Additional columns show how long the agent has been logged in
or out and, if logged out, the reason for logging out. Your
company’s logout reason codes are configured by your system
administrator. In addition, the following codes are system codes: