Agent dashboard

Last Updated : Feb 22, 2024 |

The agent dashboard has an intuitive layout providing simultaneous contact channels, such as chat, email, messaging, and voice.

Top toolbar

The top toolbar provides options to search agents by name or number, quickly create required emails, make internal extension calls, view settings and notifications, change agent states, and access the address book.

The top toolbar also consists of an agent state summary, which displays the agent ID, the current state of the agent, and the channels available for interactions. The agent state summary also includes the Time in State timer when enabled.

Interaction area

The interaction area displays all incoming interactions for the agent on any channel as a Work Card. The interaction cards are queued for the agent at any time. When you click an interaction, the interaction widget displays the interaction details.

Your administrator configures your start work options in the administration interface. When you log into Avaya Workspaces, you can view the Start Work button in the interaction area.

Note:

The administration interface is the tool that administrators use to manage Avaya Experience Platform™ (On-Prem + Connect). Avaya Experience Platform™ (On-Prem + Connect) provides over the top Avaya cloud capabilities for customers with on-premise Avaya Experience Platform™ On-Prem deployments and Avaya Experience Platform® (Private Cloud + Connect) users.

Administration of Avaya Experience Platform™ (On-Prem + Connect) with on-premise Avaya Experience Platform™ On-Prem deployments is done from Application Center Administration.

Administration of Avaya Experience Platform™ (On-Prem + Connect) with Avaya Experience Platform® (Private Cloud + Connect) is done from both Application Center Administration and Avaya Admin Portal, depending on the administration task. For Avaya Admin Portal, refer to the Administering Avaya Admin Portal guide for further details.

Interaction History widget

The Interaction History widget displays all the interactions that the agent addresses.

You can also view the interaction logs. Interaction logs display the last 15 interactions, which include incoming, outgoing, and missed interactions. Avaya Workspaces clears these logs when the agent logs out.

The interaction log displays the forwarded email list with the Forward Email icon.

Welcome widget

The Welcome widget displays the web page that the administrator selects in the administration interface. The Welcome page does not support the X-Frame-Options: deny HTML tag.

Note:

When you click any of the action or control buttons in Avaya Workspaces, a spinning action shows on the icon while the action occurs at the back end. The spinning remains until the action is complete or an error occurs. The visual representation of the button prevents you from subsequent clicks.