Coaching an agent

Last Updated : May 15, 2024 |

About this task

While observing an interaction, you can use the Coaching feature to provide guidance to the agent. During the coaching session, you can send private chat messages to the agent. The customer cannot see your messages.

An agent can hold or resume the interaction when a supervisor coaches a VDN call. The following occurs:

  • When an agent holds the call, the supervisor is disconnected.

  • When an agent resumes the call, the supervisor returns to the coach mode.

As a supervisor, you can coach chat, messaging, or hybrid voice interactions.

Before you begin

  • Ensure that your administrator performs the appropriate configuration in Avaya Aura® for voice interactions.

  • Ensure that you are observing an interaction.

Procedure

  1. On the interaction card, click the Coach icon.

    Avaya Workspaces for CRM alerts the agent that a supervisor is coaching the interaction.

  2. On the Web Chat widget, click the Coaching tab.
  3. In the Enter message field, type a private message for the agent and then click the Send icon to send it.