AltiGen MAXCS 7.5 MaxAgent - Manual (Page 21)

MaxAgent Manual 15
Voicemail — A log of unopened and opened voice mails left at
your extension. Columns include: Type, Number, Caller Name (if
available from extension information or from an external
database), Date/Time, Duration, and Note. See “Dealing with
Voice Mail” on page 47.
Contacts — A list of contacts you have added to your MaxAgent.
Columns include: Name, Company, Business Phone, Mobile Phone,
Email Address, IM Address, Home Phone. To find out how to add
contacts to your MaxAgent, see “CRM Integration” on page 74.
Greeting — From the Greeting tab, you can record and review
greetings for each Activity state. See “Changing Activity Status
and Recording Activity Greetings” on page 16.
Performance — Shows your performance since midnight for each
workgroup you’re logged into. Includes direct calls and workgroup
calls. Shows amount of time you were logged in, not ready, DND/
FWD, on inbound calls, on outbound calls, in wrap-up mode, and
in hold state. See “Viewing Your Workgroup Performance” on page
54.
History — A history of your incoming, outgoing, and missed calls.
Columns include: Direction (inbound - red arrow, outbound -
green arrow, missed), Number, Name, Date/Time, Duration,
DNIS, Group, and Note. See “Viewing the Call History” on page 52.
Directory — Lists the extensions of people at the company.
Columns include: Type (local, remote), Extension, Name, Activity,
Department, Location.
Note: In order to see activity for remote extensions on the
Directory tab, you must add those remote extensions to
your Monitor list by following the steps described in
“Choosing Workgroups / Extensions to Monitor” on page
51.
WG Status — Shows the real time status of all the workgroups
you’re logged into. Columns include: Workgroup Number,
Workgroup Name, Login/Out Status, Calls In Queue, Calls In
Queue > SL, Longest Queue Time, New, Agents Logged In, Total
Busy Agents, Total Agents Not Available, % of Calls That Exceed
Threshold. See “Checking Workgroup Status” on page 53.
Speed Dial — A list of speed dial numbers entered by the system
administrator and entered at the extension. Columns include:
Type (extension speed dial or system speed dial), ID, Name,
Number, and Note. See “Dialing Speed Dial Numbers” on page 28.