MaxAgent Manual 17
Getting Started
Contacts—A list of contacts you have added to your MaxAgent. Columns
include: Name, Company, Business Phone, Mobile Phone, Email Address,
IM Address, OCS Presence, Home Phone. To find out how to add contacts
to your MaxAgent, see “CRM Integration” on page 74.
Greeting—From the Greeting tab, you can record and review greetings
for each Activity state. See “Changing Activity Status and Recording
Activity Greetings” on page 18.
Performance—Shows your performance since midnight for each
workgroup you’re logged into. Includes direct calls and workgroup calls.
Shows amount of time you were logged in, not ready, DND/FWD, on
inbound calls, on outbound calls, in wrap-up mode, and in hold state. See
“Viewing Your Workgroup Performance” on page 56.
History—A history of your incoming, outgoing, and missed calls.
Columns include: Direction (inbound - red arrow, outbound - green arrow,
missed), Number, Name, Date/Time, Duration, DNIS, Group, and Note.
See “Viewing the Call History” on page 53.
Directory—Lists the extensions of people at the company. Columns
include: Type (local, remote), Extension, Name, Activity, Department,
Location.
WG Status—Shows the real time status of all the workgroups you’re
logged into. Columns include: Workgroup Number, Workgroup Name,
Login/Out Status, Calls In Queue, Calls In Queue > SL, Longest Queue
Time, New, Agents Logged In, Total Busy Agents, Total Agents Not
Available, % of Calls That Exceed Threshold. See “Checking Workgroup
Status” on page 55.
Speed Dial—A list of speed dial numbers entered by the system
administrator and entered at the extension. Columns include: Type
(extension speed dial or system speed dial), ID, Name, Number, and Note.
See “Dialing Speed Dial Numbers” on page 26.
WG Voicemail—A log of unopened and opened voice mails left at the
workgroup extension(s). Columns include: Type, Number, Caller Name (if
available from extension information or from an external database), Date/
Time, Duration, Group, and Note. See “Checking Voice Mail” on page 48.
MeetMe—From the MeetMe tab, you can schedule and monitor phone
meetings. See “MeetMe Conference” on page 32.
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