Avaya Workspaces is a browser-based application where contact center agents can handle inbound customer interactions. Avaya Workspaces supports agents handling voice, email, chat, or messaging interactions. The intuitive user interface provides features for toggling between multiple, simultaneous interactions through different channels.

With the Single Sign-On enabled, agents and supervisors can click the name of the SAML Identity Provider to log in to Avaya Workspaces and initiate the SSO process.

Avaya Workspaces enables seamless collaboration with customers, partners, and other users within and outside the organization. Using Avaya Workspaces, agents can access relevant customer information securely and reliably.

Avaya Workspaces displays every interaction as an interaction card. The card displays the priority of the interaction. The priority range is between 1 and 10. The incoming interaction displays the queue name along with the priority of the interaction. The Interaction Details widget displays the associated attributes, queue name, and priority of the interaction.

Using interaction cards, agents can do the following:

• Receive the interaction: Accept interactions with a single click.

• Hold or resume the voice interaction: Put an active voice interaction on hold when an agent or supervisor must attend another high-priority interaction.

• Mute or unmute audio: Agents can mute or unmute audio input. Muting the audio prevents customers from listening to undesirable audio.

  Note:

  Agents can mute and unmute using Avaya Workspaces independently of any mute controls on the headset or other devices.

• Consult interactions: Agents can consult another agent or a supervisor before completing a customer query. An agent can transfer a consultation call to a user or queue. After the consultation, the agent can complete the consultation call as a transfer or conference.

  Note:

  If the agent makes a consultation call during an outbound call, the agent can either end the consultation call or complete the consultation call as conference. The agent cannot complete the consultation call as transfer.

• Add call work or disposition codes: Select from the configured call work codes to add disposition to the voice interaction. Select from the configured disposition codes to add disposition to the digital interaction.

• Transfer the interaction to a queue or another user: Send the interaction to another queue or directly to another agent or supervisor.

• Transfer to an external number: Transfer the voice interaction to a number outside the contact center.

Using interaction cards, supervisors can do the following:

• Observe interactions: Supervisors can monitor ongoing interactions between agents and customers to assess whether to intervene.

  The Observe feature is available for chat, messaging, and voice interactions.

• Coach interactions: The supervisor can coach an agent using the coach feature. To coach, the supervisor must first observe the interaction. On the supervisor interaction widget, there is an indicator displaying the name of the agent the supervisor is coaching. Agents can view the name of the supervisor who is coaching the interaction.

  The Coach feature is available for chat, messaging, and voice interactions.

• Barge into interactions: The supervisor can 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.

  The Barge feature is available for chat, messaging, and voice interactions.

The following features are also available in Avaya Workspaces:

• Customer Journey: Use the Customer Journey widget to visually represent a customer’s interactions. An interaction with a channel visualizes every point in the customer journey with common identifiers. The complete view of the customer journey across all channels with common identifiers can help to facilitate informed decisions in your contact center.

  Note:

  • Avaya Experience Platform™ (On-Prem + Connect) hybrid voice agents can use the Interaction Search widget to view a customer's previous touch points, including Avaya Experience Platform™ (On-Prem + Connect) hybrid voice, Avaya Experience Platform™ Public Cloud voice, and Avaya Experience Platform™ Public Cloud digital.

  • Customer journey for hybrid voice is an Avaya Experience Platform™ (On-Prem + Connect) Advanced bundle capability. For hybrid voice interactions, agents who are enabled with the Avaya Experience Platform™ (On-Prem + Connect) Advanced bundle have access to customer journey for Avaya Experience Platform™ (On-Prem + Connect). The Avaya Experience Platform™ (On-Prem + Connect) Advanced bundle is an optional and paid bundle and is not included with the Avaya Experience Platform™ (On-Prem + Connect) bundle. Customer journey integration for Avaya Experience Platform™ On-Prem or hybrid voice touch points are only stored for interactions that go to the hybrid voice agents. Any Avaya Experience Platform™ On-Prem interactions that go to the Avaya Experience Platform™ On-Prem clients such as Avaya Workplace Client or Avaya one-X® Agent are not stored in Avaya Experience Platform™ Public Cloud customer journey.

• Corporate Contacts: Use the Corporate Contacts widget to view Avaya Cloud Office™, Avaya Spaces, and Microsoft Teams contacts and contact groups, make direct and consultation calls to contacts, transfer calls, 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. For more information about configuring and using the Corporate Contacts widget, see Configuring corporate contacts for Avaya Workspaces and Using corporate contacts in Avaya Workspaces.

• Screenpops: Agents are presented with external web pages that can assist them in completing their tasks. For example, external websites with information such as current currency exchange rates.

For accessibility purposes, Avaya Workspaces is optimized to conform with Section 508 and WCAG 2.0 AA standards.

Avaya Workspaces provides the following:

• Access to content and controls using the keyboard or mouse.

• Alternative text and labels to assist users with screen readers.

• A color palette that meets requirements for users with visual impairments.