Viewing Agent State - Altigen MaxSupervisor Manual

Viewing Agent State

Click the Agent State tab to view the current state of the agents for the
selected workgroup and to have access to the Listen, Barge In and Coach
buttons.
.
This tab shows if the agent is logged in or out and whether the agent is
available for a call (a green dot means available, a red dot means not
available). It displays the agent's extension and name, the agent's state
(such as busy, available, wrap-up), and the skill level assigned to the agent.
If the agent is connected to a call, then the following is displayed: a red
circle icon in the Rec column if the call is being recorded, talk time, the ID
of the person at the other end of the call, and the name of that person (if
available).
The Caller ID column also shows whether the call is incoming or outgoing,
a workgroup or non-workgroup call.
• An icon showing three people in the Caller ID column is a workgroup
call. An icon showing one person is a non-workgroup call.
• A left-pointing green arrow in the Caller ID column indicates an
incoming call, and a right-pointing red arrow indicates an outgoing
call.
Additional columns show how long the agent has been logged in or out and,
if logged out, the reason for logging out. Your company's logout reason
codes are configured by your system administrator. In addition, the
following codes are system codes:
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