Altigen MaxReports Manual do Utilizador descarregar pdf (Página 162)

Chapter 18: Workgroup Configuration

152 MaxACD Administrator Manual

• Allow supervisor to redirect call

• Allow supervisor to change call priority in queue

• Define workgroup operation hours and routing

• Auto logout all agents after operation hours

• Priority queuing and call distribution

• Skill-based routing

• Caller selectable information menu while in queue

Agent’s Phone Operation

• Set Login (#54) and Logout (#56)

• Set Ready (#90) and Not Ready (#91)

• Set outbound WG number (#53)

Agent Desktop Application (MaxAgent for Lync)

• Real-time workgroup queue and agent statistics display

• Ability to view and check workgroup voice mail

• Set Login and Logout

• Set Ready and Not Ready

• View and pick up calls in queue

• Calls in queue alert option

• Daily performance summary

• View other agents’ status

• View caller’s IVR data and User Data

• Tag memo to a call

Supervisor’s Phone Operation

• Listen to agent’s conversation with feature code #59

Supervisor’s Desktop Application (MaxSupervisor)

• View agent’s state

• Record agent’s conversation

• Manage agent’s login/logout status

• Listen, barge in, or coach agent’s conversation

• View agent’s daily performance statistics

• View group’s real-time status

• View group’s daily operation result

• View calls in queue

• Be alerted to calls in queue

• Change call priority

• Pick and redirect calls in queue

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Altigen MaxReports Manual do Utilizador Página 162