Enter number

Used to enter a phone number to make a voice call.

To dial the last dialed number, click . If you type digits in the phone number field, click to dial the number.

Agents and supervisors within the same account can make internal extension calls to each other on matters that are not related to customers.

Internal extensions are referenced by Station ID in Avaya Workspaces.

Agent Details pane

The following sections and options are available from the Agent Details pane:

• The Agent Details pane displays the logged in duration of the agent. If the agent is logged in for less than 24 hours, the duration is mentioned in hours. However, if the agent is logged in for more than 24 hours, then the duration is mentioned as <number of days> + day(s).

  For example, 1+ day for more than 24 hours, 2+ days for 48 hours, and so on.

• Username: Displays the agent username.

• Agent ID: Displays the agent ID.

• Station ID: Displays the station ID.

• Avaya Workspaces supports multiple interactions with Avaya Experience Platform™ (On-Prem + Connect). With this feature, you can seamlessly handle hybrid voice, chat, email, and messaging interactions using the same interface. For example, if you have hybrid voice and email capabilities, you can simultaneously handle a voice and an email interaction.

• You must Go Ready on voice to receive the station calls. If you Go Not Ready on voice, you can receive the station calls except ACD / DAC Calls.

• Agent State: Indicates colored agent state, inline reason code, and the following options:

  • Go Ready: To begin work. After clicking Go Ready, the visual cue changes to green. You can then begin working on interactions.

  • Go Not Ready: To indicate that the agent is not ready to accept interactions.

    The options for the not ready state depend on the reason codes configured through the administration interface. All agents specific to their accounts can view the user codes.

    The agent can view the selected reason code next to the Agent State.

    The agent cannot choose specific interaction types on which to go not ready. No interactions are routed to the agent in the Not Ready state.

    When an agent changes the state to Go Not Ready, the visual cue changes to red.

    When an agent changes the state to Go Not Ready while there are active interactions, the status changes to Not Ready Pending.

    When Avaya Workspaces is not ready to accept interactions, uses specific reason codes. For example, Network Disc, RONA, Work on Digital, ROOF, or any other system default reason codes depending on the circumstances.

  • After Contact Work: To perform additional work and review the interaction details.

• Finish Work: To indicate that the agent has completed work for the day.

  When an agent clicks Finish Work, the visual cue changes to gray.

• Sign Out: To log out and exit Avaya Workspaces.

  The Sign Out button is available after you click Finish Work.

New email

Displays the Email widget.

Call Mailbox

Makes a call to the mailbox number.

More actions

Displays the actions that agents can perform based on their capabilities set.

Makes a call.

Enter a number.

Displays the Welcome widget.

Displays the Settings widget.

Displays the Interaction Search page.

Agents can search the past customer journeys of the interactions.

Makes a call to last dialed number.

Create an email.

View Avaya Cloud Office™, Avaya Spaces, and Microsoft Teams contacts and contact groups, make direct and consultation calls to contacts, transfer calls, make multiple calls simultaneously, and add contacts to the Favorites list. For the Avaya Cloud Office™ and Microsoft Teams providers, you can also send messages to contacts and chat groups and participate in conversations.

View notification logs.

Notification logs display the last 15 notifications. Avaya Workspaces clears these notifications after 24 hours.

Provides online help about Avaya Workspaces. You can access tutorial videos and documentation using this feature.

Displays a list of agents in the supervisor’s group where supervisor is the owner and information about the agents’ state, hybrid voice and chat interactions.

Displays filters to search agents in a group. Supervisors can end sessions, broadcast message, observe a chat and messaging interactions, change agent states, and forcibly log out the agents.

Enables the supervisor to observe an agent’s interaction with the customer.

Enables the supervisor to stop observing an agent’s interaction with the customer.

Enables the supervisor to coach an agent. To coach, the supervisor must first observe the interaction.

On the supervisor interaction widget, there is an indicator which displays the name of the agent who the supervisor is coaching.

Enables the supervisor to barge into an interaction to help close a sale or interact with the customer. To barge in, the supervisor must first observe or coach the interaction.

For a voice interaction, supervisor becomes an active party in the call with the customer and the agent.