MAX:

My Agent
eXperience
 Safe Harbor Statement
Safe Harbor Statement under the Private Securities Litigation Reform Act of 1995: All statements included in this press release, other
than statements or characterizations of historical fact, are forward-looking statements. These forward-looking statements are based
on our current expectations, estimates and projections about our industry, management's beliefs, and certain assumptions made by
us, all of which are subject to change. Forward-looking statements can often be identified by words such as "anticipates," "expects,"
"intends," "plans," "predicts," "believes," "seeks," "estimates," "may," "will," "should," "would," "could," "potential," "continue,"
"ongoing," similar expressions, and variations or negatives of these words and include, but are not limited to, statements regarding
projected results of operations and management’s future strategic plans. These forward-looking statements are not guarantees of
future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and
adversely from those expressed in any forward-looking statement.

The risks and uncertainties referred to above include, but are not limited to, risks associated with our business model; our ability to
develop or acquire, and gain market acceptance for new products, including our new sales and marketing and voice automation
products, in a cost-effective and timely manner; the gain or loss of key customers; competitive pressures; our ability to expand
operations; fluctuations in our earnings as a result of the impact of stock-based compensation expense; interruptions or delays in our
hosting operations; breaches of our security measures; our ability to protect our intellectual property from infringement, and to
avoid infringing on the intellectual property rights of third parties; and our ability to expand, retain and motivate our employees and
manage our growth. Further information on potential factors that could affect our financial results is included in our Annual Report
on Form 10-K, quarterly reports of Form 10-Q, and in other filings with the Securities and Exchange Commission. The forward-
looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly
any forward-looking statement for any reason.
MAX: My Agent eXperience
 True multi-channel design - Phone, chat, email,
work item
 Streamlined Layout – mouse-over functions,
simplified functions
 Intuitive Interface – smart searches, recent contacts
 Prioritized Menu – “what’s next” visibility
 Error Reducing Functions – Hang Up confirmations,
auto-hold
Logging into MAX
 Agents can choose to launch the
Agent at the main Login Screen or
after logging into Central
Logging into MAX
 Agents can click the Launch Agent
option from the glance bar within
Central
 Set Phone Number or Station ID
• Integrated SoftPhone has limited
access at this time
 MAX will be selected by Default
 MAX: Changing Agent State
Agent State  At login the default state is
Unavailable
 Clicking on the Agent State bar allows
agents to change their state
 Agents must log out from this drop
down list
 Agents can change their upcoming
state while on a call from the glance
bar
 MAX: Schedule and Call History

 Schedule shows any up coming

Schedule scheduled calls
• Created under Scheduled in the tool
Call history bar

 Call history shows last 2 outbound

calls
 MAX: Active Queues
 Active Queues shows how
many contacts are • Inbound Phone Skill
currently waiting in the • Outbound Phone Skill
Agent’s active queues
• Chat
• Clicking on the icons
expands the information • Email
• Voicemail
• Work Item

Active Queues
MAX: Agent Reports
 Clicking on Agent Reports shows reports
specific to you
• Performance Report shows how many
contacts you handled
• Productivity Reports shows how you have
spent your time
• Assigned Skills Report shows which skills
are assigned to you

Agent Reports
 MAX: New Outbound Call
 Clicking New allows you to start a new
outbound contact
• Email or Phonecall
 Agent must have an outbound skill
assigned

New
MAX Address Book
 When transferring or making a new call you
have access to the phone book
• Recent– shows recent contacts
• Top Hits – only shows when transferring
• My Team – lists all members, active or not, on the
same team as the agent
• Other – allows for transferring to skills, specific
agents of any team, call history, or custom address
books
 It is possible to upload a global address book
or build custom address books in Central
 MAX: Schedule
 Clicking Schedule allows you to schedule
an outbound call to a contact
• Can be set while actively on a call or
while inactive

Schedule
MAX: Incoming Call
 Agent handset may or may not
ring
• Dependent on Connectivity
model (talk with Implementation
manager)
 Can include:
• Caller Name
• Call From #
• Account Number
• Account Status
• Other Contact Info
 Messages can be customized
• Configured in Studio
MAX: Call Management
 Options for managing the call become
active
• Hold
• Mute
• Mask
• Record
• Transfer / conference
• Commit (Schedule a follow-up)
MAX: Call Management
 Launch icon can contain links to perform
a specific function
• Configured in Studio
MAX: Call Management
 The IVR icon must be pressed in order to
send DTMF tones across the phone line

IVR Buttons
 MAX: Changing Agent State

 Changing the Agent state

while in a call
• Mouse over the Glance
bar
• Select the Agent state
 When the call has ended this
is the state the agent will be
in
MAX: Transferring a Call
 Intuitive functionality allows
Agents to process the transfer
before putting the call on hold
 Call will connect to the new
agent/skill, putting the contact
on Hold
 Cold Transfer will cold-transfer
the call to the agent or skill
 Transfer will connect the
contact with the called party
 Conference allows for a warm
transfer with the third party
MAX: Dispositions
 Dispositions enable agents to
set a contact classification
pertaining to the outcome of
the call
• Assigned at the skill level
• Can be set during or after a call
MAX: Tags
 Tags enable agents to set a
secondary level of contact
classification
• Assigned at the skill level
• Tags may be made available
even if you do not enable
dispositions

Tags
MAX>More…Information
 Usually only used when troubleshooting
• Shows Agent login information
MAX>More…Settings
 A/V Notifications
• A toast pop up and/or audible indication of incoming
contact
 Panels
• Used to pop side panel with additional information
• Screen Pops, Form Data, will always show quick replies
 ADA High Contrast
• Used for those that are visually impaired
 ADA Screen Reader
• Makes MAX Agent compatible with Screen Readers
MAX>More…Feedback
 Allows agents to supply feedback for an issues
they are having with the MAX Agent Interface
• Supervisors/Managers must actively look for this
feedback in Central
 Admin>Support>Agent Issues
MAX>More…Event Log
 Captures data and events pertaining to Max Agent
Interface
• Used for Troubleshooting
MAX>More…Help
 Opens the inContact help site in a new
browser window
 Lands on the MAX Overview page