AltiGen comm MAXCS 812 MaxSupervisor Manual

MaxSupervisor Manual 17
CHAPTER4
Using MaxSupervisor
Using MaxSupervisor, you can do the following:
•Monitor multiple workgroups in a single view that displays 
queue and staffing information for all the workgroups
•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...

18MaxSupervisor Manual
•CIQ — Number of calls in queue. The background color 
changes to red when the limits specified in the configuration 
are exceeded.
•LQT — The length of time that the oldest call has been waiting 
in the queue. The background color changes to red when the 
limits specified in the configuration are exceeded.
•CIQ > SL% — The percentage of calls in the queue that has 
been waiting longer than the MAXCS-defined service level
•Callback Pend – Number of callbacks that are scheduled and...

MaxSupervisor Manual 19
Viewing the Queues
Select a workgroup in the Workgroup tab, then click the Calls in 
Queue tab to view queue information for the selected workgroup.
For each call in queue, the Queue tab displays the call ID (this is 
the queue position if call priority queuing is not enabled; if calls are 
distributed based on priority rules, ID identifies the order in which 
the call entered the workgroup but not necessarily the order in 
which it will be answered), workgroup number, caller ID,...

20MaxSupervisor Manual
To pick up a call from queue
To pick up a call from queue, select the call and click the Pickup 
button at the bottom of the tab. This will ring the supervisor 
extension when the phone is in idle state. If it is not in idle state, 
the supervisor’s current call is put on hold and the queued call is 
connected.
Note:The Allow Pickup Call from Workgroup Queue setting 
in MaxAdministrator (Extension Configuration, Group tab) 
must be checked for your extension before you can pick up...

MaxSupervisor Manual 21
Configuring the Queue with Color-Coding and Alerts
You can assign different colors to different call priorities and be 
alerted when the queue reaches specified limits. To do so, click the 
Configuration button at the top right of MaxSupervisor. 
To assign a color to each call priority
Choose a color from the drop-down list beside each call priority 
you want to color-code, and click OK. The configuration is stored 
locally.
To set up queue alerts, 

22MaxSupervisor Manual 1. Click the Queue Alert tab in the Configuration dialog box:
2. Check Enable Queue Alert to enable the alert.
3. Choose to be alerted through a screen pop and/or an audio 
beep.
4. Choose to be alerted when the queue time exceeds the number 
of seconds you specify and/or the number of calls exceeds the 
number you specify.
5. Click OK.
When a specified condition is met, a screen pop displays messages 
like the following:
•Date Time: Number of queued call(s) in Workgroup xxx...

MaxSupervisor Manual 23 1. Click the Configuration button to open the Configuration 
dialog box, then click the Restore Defaults tab. 
2. Check the Priority Colors and Queue Alert Settings check 
box.
3. Click OK.
4. Restart MaxSupervisor.
Viewing Group Statistics
The Group Statistics tab displays (in both tabular and graph 
formats) real time workgroup activity and performance since 
midnight, and a summary of agent data. The statistics displayed 
are for workgroup calls only.
Note:If the charts don’t...

24MaxSupervisor Manual Inbound Call Statistics Since Midnight
Calls without 
QueuingTotal of calls with queue duration of zero.
Calls in Queue Total number of calls in queue.
Total Inbound Calls Total calls that arrived.
Calls Answered Total inbound calls that were answered.
Calls Overflowed/ 
RedirectedCount of calls that overflowed from the WG 
queue or were redirected to other 
destinations.
These statistics will appear if the workgroup 
has been enabled for Callback calls:
•Callback Requests — The...

MaxSupervisor Manual 25 Service Level
SLT - Service Level 
Threshold (seconds)WG calls taken out of queue are either 
taken before or after this administrator set 
time. It is used as a measure for other 
statistics.
Calls Answered 
within SLTTotal calls answered with queue duration 
less than or equal to the Service Level 
Threshold configured in Workgroup 
Configuration window of MAXCS.
Service Level %Percentage of calls in queue answered 
before SLT time is reached.
All Calls with Wait 
Time less than...

26MaxSupervisor Manual In Talk Time is defined as: Sum of talk duration of incoming 
answered workgroup calls. Talk duration lasts from the time an 
agent answers the call until the time the call is disconnected, 
parked or transferred. (Hold time is not included in talk time.)
Outbound Talk Time is defined as: Sum of talk duration of 
connected outbound workgroup calls. Talk duration lasts from the 
time the call is connected until the time the call is disconnected, 
parked or transferred. (Hold time is...