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Using Avaya Workspaces for Avaya Experience Platform™ (On-Prem + Connect)
Barging into an interaction
About this task
When observing or coaching an agent, supervisors can barge into an interaction to provide expert advice to agents when they cannot handle the interaction. Initiating a barge-in enables the supervisor to join the interaction between an agent and the customer as an active third party. After the supervisor barges into the interaction, the customer, agent, and supervisor interact in a three-way conference.
When a supervisor barges into an interaction, the customer receives a notification about the supervisor joining. The customer can view the messages that both the agent and the supervisor send.
For a voice interaction, the customer gets a notification that the supervisor has joined the call. The customer, agent, and supervisor enter into a conference call.
Avaya Workspaces notifies the agent that the supervisor has barged into the interaction.
The supervisor who has barged into an interaction can transfer the interaction to a queue or a different user. With this transfer, the customer remains in the interaction, but the agent and the barged-in supervisors are removed from the interaction. The new agent addresses the interaction.
An agent can hold or resume the interaction when a supervisor barges into a VDN call. The following occurs:
When an agent holds the call, the supervisor is disconnected.
When an agent resumes the call, the supervisor returns to the barged-in mode.
This feature applies to supervisors for chat, messaging, and voice interactions with Avaya Experience Platform™ (On-Prem + Connect).
Note:
One supervisor can barge into an interaction.
Before you begin
Ensure that your administrator performs the appropriate configuration in Avaya Aura® for voice interactions.
The supervisor must first observe or coach the interaction and then barge-in to the interaction.
Procedure
- To barge into the interaction from the observe mode, do the following:
- On the top toolbar, click
.
Avaya Workspaces displays the list of agents in the team with the agent ID, station ID, channels, groups, status, agent connection state, and contact.
- In the row with the agent name, click
.
Avaya Workspaces displays the interaction widget.
- Click
.
- On the top toolbar, click
- To barge into the interaction from the coach mode, do the following:
- On the interaction widget, click
.
Avaya Workspaces displays the interaction widget.
- Click .
- On the interaction widget, click
The supervisor can view the Customer and Coaching tabs.
On the Chat or Chat and Messaging widgets, the supervisor can send messages to the agent and the customer in a conference mode. On the agent's side, the Coaching tab displays the messages from the agent and the supervisor. The agent and the supervisor can exchange coach messages.
In a conference mode, the messages and the participant's name are displayed.
For a voice interaction, the supervisor becomes an active party in the call along with the customer and the agent. The customer can hear both the supervisor's and the agent's voice.
- Optional Click
.
Avaya Workspaces transfers the interaction card.
- Click
to end the interaction.
If the supervisor ends an interaction, the agent can continue the interaction with the customer. If the customer ends the interaction, the session continues until the supervisor or the agent ends it.