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MaxSupervisor Manual 15

Using MaxSupervisort

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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 workgroup phone call

• Barge in on an agent’s workgroup phone call

• Coach an agent without the caller hearing you

• Record an agent’s workgroup 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.

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