MAX for Administrators

This overview is for administrators, if you're an agent see MAX Overview.

MAX is a contact-handling web application that enables your agents to interact with contacts using phone calls, voicemail, email, chat, work items. MAX also supports the simultaneous use of multiple channels.

As your agents handle an interaction, MAX offers several tools to enhance your agent's experience. Your agents can transfer interactions to other agents or skills, conference with the contact and another agent, place the contact on hold, disposition and tag the interaction to categorize it, and create reminders to reach the contact again at a later time. Your agents can use the address book to quickly place calls, generally within your own organization.

Your agents can resize and set a preferred width for MAX and each media workspace; for example, your agent could set a different width for the phone workspace versus the email workspace. As your agent works, MAX resizes each workspace to the width your agent previously set. Adjusting the width for a contact applies only to that contact in that media workspace and not to all future contacts in that media workspace.

The channels and features available in your agent's instance of MAX depend on how the administrator has configured it. Some of the features in this guide may not be available for your agents.

A comprehensive product training video is also available for those who are new to MAX.

The MAX Interface

The following image map defines the tools in the MAX glance view, which is usually what your agents see when logging in to MAX. If the administrator has configured custom workspaces or WFO, those work areas are the main view with the glance view collapsed on the left; your agent can access the glance view by hovering over the pane on the left.

1—Agent State

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

Agents click the agent state bar to change the state or to log out. Your agent can change the agent state while you are handling an interaction. Once your agent completes the interaction, MAX changes the agent state to the one your agent selected.

2—Agent Leg
Your agent's connection to the contact center platform. Your agent must be connected to the agent leg to handle voice contacts.
3—Current interactions
A list of the current interactions assigned to your agent. Depending on how the administrator configured MAX, your agent could have multiple chats, emails, voicemails, work items, or a combination of these interaction types. Your agent may only handle one phone call at a time.
4—Personal Queue
Interactions that your agents are not actively handling that are assigned to the agent. These interactions have usually been transferred to your agent specifically by another agent.
5—Coming Up
A list of upcoming call commitments in your agent's schedule.
6—Call History
Information about your agent's most recent calls.
7—Custom Workspaces
Special links configured by the administrator. Click a link to open it in a pane to the right. For more information, see Set Up Custom Workspaces in MAX.
8—Queue

The number of contacts in the queue that could potentially be routed to your agent. When your agent clicks a queue, an Active Queues window opens and displays all contacts waiting in queue, including those assigned to your agent. The detailed Active Queue count may vary slightly from the summary queue count because personal queued items are not usually routable.

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 your agent.
  • — The outbound calls waiting in the queues of all the outbound phone skills assigned to your agent.
  • — The chat interactions waiting in the queues of all the chat skills assigned to your agent.
  • — The email messages waiting in the queues of all inbound email skills assigned to your agent.
  • — The voicemail messages waiting in the queues of all voicemail skills assigned to your agent.
  • — The work items waiting in the queues of all work item skills assigned to your agent.
9—Agent Reports
Opens reports about your agents recent work in MAX, including your performance, productivity, and a list of all skills assigned to your agent. See MAX Agent Reports Overview for more information.
10—New
Allows your agent to place calls by opening a new window that contains the address book, the recent call history, and a text field to manually type a phone number.
11—Schedule
Displays your agents current commitments and allows your agent to edit those or to create new commitments. If integrated with a supported WFM solution, events from that schedule also appear. The schedule is updated every 60 seconds and also updates the Coming Up list. To edit the schedule, agents click Manage WFM Schedule to launch the WFM solution and make changes. This option is only available in Internet Explorer.
12—Messages
Displays all messages from the supervisor or administrator. Unread messages are indicated by a red counter icon.
13—Launch
If configured by the administrator, contains custom links to websites your agent may need to help while working.
14—More
Opens a pop-over menu that contains troubleshooting information, a method for providing feedback about MAX to the administrator, custom personal settings, and a link to the online help. For more information, see More Tools Overview.