MAX for Administrators

This overview is for administrators, if you're an agent see the 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. If your organization Digital First Omnichannel, your agents can handle interactions from your digital channelsClosed Any non-voice channel, contact, or skill such as email, chat, messaging, work item, or SMS. in MAX.

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.