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 hearing you
•Record an agent’s 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 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.
The columns display the following information:
•WG — Workgroup number 
•Name — Workgroup name
If necessary, use the scroll bar 
to see all the fields. Hover the mouse pointer over a column 
name to see a full explanation 
						

							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 
have not been completed yet.
•VM — Number of unheard workgroup voice mails
•Config — Number of agents set up for this workgroup
•Logout — Number of agents logged out of this workgroup
•Login — Number of agents logged in to this workgroup
•Idle — Number of agents who are available for a call
Note:Beginning with Release 7.5, when a Polycom user places a 
call on hold, the agent is considered Busy in Workgroup 
calculations. This is different from the calculations in 
previous releases, where an agent with a call on hold would 
be calculated as Idle.
•Busy — Number of agents who are in the busy state (offhook, 
forward all calls, do not disturb)
•Wrap-Up — Number of agents who are in the wrap-up state 
(performing duties related to finishing a call)
•N-Ready — Number of agents who are in the not ready state
•DND/FWD — Number of agents who have DND turned on or 
are having their calls forwarded
•Error — Number of agents who are in the error state (offhook 
but not on a call)
•Not Avail — Number of agents who are logged in but not able 
to receive calls for any of a number of reasons (checking voice 
mail, in wrap-up, in not-ready state, in busy state, etc.) This 
value will increment only when agent is Unstaff (virtual 
extension). 
						

							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, caller 
name if available, the number dialed by the caller (DNIS), queue 
time, servicing priority, length of time the caller has been waiting 
in the queue since the last priority change, the skill level required 
by the caller (SKLR), and the type of call (normal or Callback).
Callback Calls
Following is a description of the data for Callback calls:
Queue Time — The queue time for the current call
LQT — The length of time in the current queue
Caller ID — The caller ID for the current call
Caller Name — The caller name for the current call
DNIS — The DNIS for the original call
Priority — The priority of the original call
SKLR — The SKLR for the original call
For workgroups handling Callback calls, the following additional 
columns will be available:
Original Number — the original phone number
Original Name — the original name
Original Group — the original workgroup where the caller chose 
the Callback option 
						

							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 
calls from queue.
To redirect a call from queue
To redirect a call from queue, select a queued call from the list, 
then click Redirect at the bottom of the tab. MaxSupervisor pops 
up a window that lists extensions and speed dial numbers. Click a 
number and click OK to redirect the call to that number. You may 
also type the extension or speed dial number in the Number to 
Forward box.
Note:The Allow Redirect Call / Change Priority setting in 
MaxAdministrator (Workgroup Configuration, Queue 
Management tab) must be checked for your extension 
before you can redirect calls from queue.
To reassign call priority
To reassign call priority to a queued call, right-click on the call and 
select a priority level from 1 - 9. 
Note:The Allow Redirect Call / Change Priority setting in 
MaxAdministrator (Workgroup Configuration, Queue 
Management tab) must be checked for your extension 
before you can change call priority. 
						

							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 
exceeds y call(s)
•Date Time: Waiting time in Workgroup xxx longer than x 
seconds. 
Click OK to dismiss the pop up. If you leave the pop up displayed, 
it will be updated when the specified threshold is crossed again. 
You don’t have to be part of a workgroup to use the Queue Alert 
feature.
To restore alerts to the default settings
To restore alerts to the default settings, 
						

							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 work, MaxSupervisor may be running 
behind NAT. To resolve this, in the IP Address column 
Settings -> Log Service, enter the public IP address.
You can select the data you want to see graphed from the drop-
down list below the graph. You can select a time interval for the 
graph also: 
15 minutes, 30 minutes, 1 hour.
Workgroup statistics are reset every night at midnight.
Most of the statistics are self-explanatory. The following table 
details each one:
Click the panel border and drag left 
or right to resize the panels 
						

							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 number of 
Callback request calls 
•Others — The number of calls other 
than callback request calls
Calls AbandonedTotal of all types of abandoned calls in the 
following subcategories.
- Abandoned in 
QueueCount of callers who hung up while in queue 
listening to music or queue greeting.
- Abandoned during 
RingCount of caller hang ups while ringing a WG 
agent.
- Abandoned to 
Voice MailTotal of all calls abandoned to VM.
 *Leave Voice MailCount of calls abandoned to voice mail by 
caller pressing a digit or by the system 
automatically redirecting caller to voice 
mail where caller leaves a message.
 *Without Voice 
MailCount of calls abandoned to voice mail by 
caller pressing a digit or by system 
automatically redirecting caller to voice 
mail and where the caller did not leave a 
message.
- Abandoned to App 
or OthersTotal calls redirected to a target (including 
to an application) other than voice mail, 
when caller in queue presses a digit. 
						

							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 SLTNumber of calls with queue duration with 
wait time less than SLT, whether answered, 
abandoned, or otherwise terminated.
Wait Time and Talk Time
Average Wait Time 
for Answered CallsTotal Wait Time for Answered Calls divided 
by Total Calls Answered.
Average Wait Time 
for Abandoned CallsTotal Wait Time (Queue Duration + Ring 
Duration) for Abandoned Calls divided by 
Total Calls Abandoned.
Average Talk TimeTotal In Talk Time divided by Total Inbound 
Calls Answered.
Maximum Calls in 
QueuePeak number of calls that were in the 
queue.
Longest  Queue  Time Longest time any one call was in the queue.
Outbound Call Statistics Since Midnight
Total Connected 
Outbound CallsTotal of outgoing calls successfully 
connected.
Avg Talk TimeTotal Outbound Talk Time divided by Total 
Connected Outbound Calls. 
						

							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 not included in talk time.)
Viewing Agent Statistics
The Agent Statistics tab displays performance statistics for the 
individual agents of the workgroup selected in the Workgroup 
View tab, including the number of calls answered, the average 
talk time (average amount of time spent on the phone per call), 
and the average time spent in wrap up.
The table also displays the login and logout times.Total Callback Calls Since Midnight – These statistics will 
appear if the workgroup has been enabled for Callback calls
Callback ConnectedTotal of Callback calls that connected with 
the target workgroup. These calls can 
either be put in the queue when no agents 
are available or ring agents without putting 
into the queue. After the callback call is re-
connected, it will then be included in the 
existing call statistics, such as answered, 
abandoned or overflowed/redirected calls, 
depending upon the call’s exit state.
Callback FailedTotal Callback calls that did not connect 
back to the target workgroup. The reason 
that these attempts failed could be that the 
calls did not go through or that the 
answering party rejected the call.