As a supervisor, you can use Avaya Workspaces for CRM to monitor agents. Use the supervisor dashboard to view a list of agents and information about each agent, including their status and interactions. You can also observe, coach, and barge into chat, messaging, and voice interactions. You can filter by channels, groups, and agent state. By default, only active or logged-in agents are displayed, but an option is available to also view offline agents.
Use the information on the supervisor dashboard to help you decide whether intervention is required. Agents can see the supervisor observing or intervening in an interaction. Avaya Workspaces for CRM ends the observation session if the agent transfers the interaction. As a supervisor, you can observe agents, but agents cannot observe other agents.
For voice interactions, you can observe the incoming calls routed to agents or the outgoing calls initiated by agents. You can observe only one active voice call at a time. You can listen to the real-time voice conversation between the agent and the customer. To intervene, you can coach the agent directly and provide guidance. Alternatively, you can barge into the interaction and create a three-party conference. For digital interactions, you can also monitor the responses of an agent. Additionally, to coach agents, you can send them private messages.
You can also broadcast a message to all the agents you select. Avaya Workspaces for CRM displays this message as a notification or toast to all targeted agents.
You can also change an agent's state. This is a useful feature if the agent has left for the day and has forgotten to log out of Avaya Workspaces for CRM. When an agent logs out, you receive an information notification.
The option to force the agent state from Ready to Not Ready is available for both hybrid voice and digital interactions. Avaya Experience Platform™ On-Prem supervisors can also access this functionality for hybrid voice interactions using on-premise legacy clients, such as Avaya one-X® Agent, Avaya Agent for Desktop (H.323), or a CTI desktop application with a 96x1 H.323 phone.
