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Using Avaya Experience Platform™ (On-Prem + Connect) for supervisors

Table of Contents

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  • Supervisor Monitoring
    • Getting Started with Avaya Workspaces for Supervisors
    • Managing your Agents Team
    • Observing a Digital Interaction
    • Observing and Coaching Hybrid Voice Interactions
    • Barging into Hybrid Voice Interactions
    • Coaching on Active Chat and Messaging
    • Barging in on Active Chat and Messaging
    • Accessing Customer Journey
    • Using After Contact Work
    • Changing the State of an Agent​
    • Calling and Broadcasting Messages to Agents
    • Forcing Agents to Log Out
    • Downloading Log Files
  • Real-time reports
    • Creating a Real-time view
    • Creating Real-Time Dashboard
    • Using Real-Time Threshold
    • Creating a New Calculated Measure
    • Creating a New Conditional Measure
    • Viewing Real-Time Reports and Dashboards
  • Historical reports
    • Getting Started with Historical Reporting for Supervisors
    • Running Historical Reports and Dossiers
    • Creating Historical Reports
    • Running Supervisor Monitoring Summary by Channel
    • Using Contact Detail Summary
    • Creating Historical Dossiers
    • Creating Thresholds and Trends for a Dossier
    • Creating Custom Metrics to a Report
    • Adding External Data to a Dossier
  • Workforce Engagement
    • Getting Started with Workforce Engagement for Supervisors
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Using Avaya Experience Platform™ (On-Prem + Connect) for supervisors
Coaching on Active Chat and Messaging

Coaching on Active Chat and Messaging

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Last Updated : Dec 06, 2023 |
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