MAX

Your current state. Available means you are ready to take on new work. Unavailable (or any custom variation configured by your administrator) means you are busy or away and unable to take on new work. Working means you are actively handling contacts. Depending on your organization's setup, you may or may not be able to take on more interactions when you are in the Working state.

Click the agent state bar to change your state or log out. You can change your agent state while you are handling an interaction. Once you complete the interaction, MAX changes your agent state to the one you selected. If configured, you may also be logged out when you close the MAX window.

Your connection to the contact center platform. You must be connected to the agent leg to handle voice contacts.

A list of the current interactions assigned to you. Depending on how your administrator configured MAX, you could have multiple chats, emails, voicemails, work items, or a combination of these interaction types. You may only handle one phone call at a time. Each interaction has a different color to help tell the difference between them. This is helpful when handling many interactions at once.

Interactions that you are not actively handling that are assigned to you. These interactions have usually been transferred to you specifically by another agent.

A list of upcoming call commitments in your schedule.

Information about your most recent calls.

Special links configured by your administrator. Click a link to open it in a pane to the right. For more information, see Manage Custom Workspaces.

Displays the total number of contacts or items waiting in queue for each channel you are assigned to. You can click on a specific channel icon to open the Active Queues window. This window displays a more detailed list of that specific queue, including contacts that might have already been assigned to you. This list is organized by skill, displaying active skills for each queue's channel type. Within each skill, you can also see how many agents are active for that skill and how many of them are in each state. This is indicated by the number next to the green (Available), orange (Working), and red (Unavailable) circles.

Sometimes there may be a discrepancy between the Active Queues window and the general queue number under the channel icon. This can be from unique circumstances such as an inactive skill assigned to you, personal items you have queued, and so forth.

The queue area includes each of the following queue types:

• —The inbound calls waiting in the queues of all the inbound phone skills assigned to you.
• —The outbound calls waiting in the queues of all the outbound phone skills assigned to you.
• —The chat interactions waiting in the queues of all the chat skills assigned to you.
• —The email messages waiting in the queues of all inbound email skills assigned to you.
• —The voicemail messages waiting in the queues of all voicemail skills assigned to you.
• —The work items waiting in the queues of all work item skills assigned to you.
• —The SMS messages waiting in the queues of all SMS skills assigned to you.

Opens reports about your recent work in MAX, including your performance, productivity, and a list of all skills assigned to you. See Agent Reports for more information.

Allows you to place calls or start outbound emails by opening a new window that contains your address book, your call history, and a text field to manually type a phone number or email. Once a contact is selected, a skill must also be selected to initiate the call or email.

Displays your current commitments and allows you to edit those or to create new commitments. If integrated with a supported WFM solution, events from that schedule also appear. For CXone Workforce Management, the schedule is updated every 60 seconds and also updates the Coming Up list.

Displays all messages from your supervisor or administrator. Unread messages are indicated by a red counter icon.

If configured by your administrator, contains custom links to websites you may need to help you as you work.

Opens the More Tools pop-over menu that contains troubleshooting information, a method for providing feedback about MAX to your administrator, custom personal settings, an alternate method to connect the agent leg, and a link to the online help.