Avaya Experience Platform™ (On-Prem + Connect) supports the following supervisor functionalities from Avaya Workspaces:
Observe an agent.
Coach an agent.
Barge into the call to speak to the agent and the customer.
View the agent status. For example, Ready and Not Ready.
Change the agent state from Ready to Not Ready on the hybrid voice channel.
View the channel status. For example, hybrid voice, chat, email, or social channels.
View the Not Ready reason codes for each agent.
Forcefully change the agent state from Not Ready to Finished Work.
Forcefully change the agent state from Finished Work to End Session.
Note:
The Class of Restriction (COR) permission settings in Avaya Aura® Communication Manager do not apply when the supervisor changes the agent work state or forcibly logs out an agent.
The following table includes the different capabilities that a supervisor has depending on the voice channel the supervisor logs in to:
Supervisor's logged in channel |
Capability |
Avaya Experience Platform™ Public Cloud voice agent |
Hybrid voice agent |
Hybrid voice + digital agent |
Avaya Experience Platform™ Public Cloud voice |
Change agent state from Ready to Not Ready |
Yes |
Yes |
Yes |
Force logout agent |
Yes |
Yes |
Yes |
Observe an agent |
Yes |
No |
Yes |
Hybrid voice |
Change agent state from Ready to Not Ready |
Yes |
Yes |
Yes |
Force logout agent |
Yes |
Yes |
Yes |
Observe an agent |
No |
Yes |
No |
As a supervisor, you can also perform the following supervisory functions on agents logged into Avaya Workspaces using the existing on-premise clients, such as Avaya one-X® Agent, Avaya Agent for Desktop (H.323), or CTI desktop with a 96x1 H.323 phone:
Observe an agent.
Coach an agent.
Barge into the call to speak to the agent and the customer.
Change all agent states in a skill to Not Ready on the hybrid voice channel.
Forcefully remote log out the agent.
If an agent has Hybrid Voice as the Avaya Workspaces profile, Avaya Workspaces logs out the agent from Avaya Experience Platform™ On-Prem, and the agent state changes to Finished Work.
If an agent has Hybrid Voice + Digital as the Avaya Workspaces profile, Avaya Workspaces logs out the agent from Avaya Experience Platform™ On-Prem and Digital, and the agent state changes to Finished Work.
