Specifications

MaxSupervisor Manual 1
Overview
C HAPTER 1
About MaxSupervisor
MaxSupervisor is PC desktop software that runs with the MAX
Communication Server (MAXCS) ACC and MAXCS ACM systems.
Using MaxSupervisor, supervisors of workgroup agents can monitor the
real time status and performance of a workgroup, including calls,
workgroup statistics, and agent state. This information can be stored in an
internal or external CDR database for future review and analysis.
The supervisor has the ability to listen to calls and to barge in or coach calls
if assistance is needed. The supervisor can also re-route a call in queue, if
necessary.
New in Release 6.0 Update2
• All workgroups a supervisor is monitoring are displayed in a single
view, making it easier to see what’s happening in all groups at once.
• A graphical view (trend lines) displays workgroup statistics to help
make better staffing decisions.
• Supervisors can check workgroup voice mails without needing a
separate license or needing to log in as an agent.
• A Microsoft .NET-based graphical user interface, gives the ability to:
• Customize tabbed pages
• Separate a tabbed page from the main view
• Move a tabbed page within the main view
• Rearrange and hide columns
• Use the keyboard arrow and tab buttons to move from option to
option, as well as select by a click
Session Licensing and License Upgrade
Procedures
MaxSupervisor requires a MaxSupervisor seat license to be installed at the
MAXCS ACC/ACM system.