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Using Avaya Workspaces for Avaya Experience Platform™ (On-Prem + Connect)
Coaching an agent
About this task
Supervisors can use the coach feature to provide expert advice and help agents address a customer request.
The agent receives a notification that the supervisor is coaching them. The agent can hold a voice interaction, transfer, or end the interaction anytime and the coaching session ends. An agent cannot consult another agent or supervisor during a coaching session.
For a voice interaction, the supervisor can listen to the real-time voice conversation between the agent and the customer. The supervisor can speak to coach the agent. However, the customer cannot hear the supervisor's voice.
An agent can hold or resume the interaction when a supervisor coach 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 coach mode.
This feature is available for chat, messaging, and voice interactions with Avaya Experience Platform™ (On-Prem + Connect).
Before you begin
Ensure that your administrator performs the appropriate configuration in Avaya Aura® for voice interactions.
The supervisor must observe the interaction to coach the agent.
For a voice interaction, the supervisor can change to the Go Not Ready state to avoid any incoming calls during the coaching session.
Procedure
- On the interaction widget, click
.
The Chat or Chat and Messaging widget is displayed.
Supervisors can send coach messages to the agent. On the agent's end, the Coaching tab displays the messages from the agent, supervisor, and customer. The agent and supervisor can exchange messages.
The supervisor's messages are highlighted to differentiate between the agent's and the customer's messages.
- For chat and messaging interaction, do the following:
- To send messages from the supervisor's end, on the Chat or Chat and Messaging widget, enter your message for the agent, and click
. - To send messages from the agent's end, on the Coaching tab, enter your message for the supervisor, and click .
The agent can see the messages you send in the coaching section. If the agent transfers the contact the supervisor is coaching, the coaching session ends automatically for the supervisor.
For a voice interaction, the coaching session starts on the supervisor's and the agent's sides. The supervisor can speak to coach the agent.
- To send messages from the supervisor's end, on the Chat or Chat and Messaging widget, enter your message for the agent, and click
- To end the interaction, click
.
If the supervisor ends an interaction, the agent stops receiving the coaching messages, and the supervisor is dropped. The agent can continue the interaction with the customer. If the customer ends the interaction, the coaching session continues until the supervisor or the agent ends it. For a voice interaction, if the customer ends the interaction, the coaching session between agent and supervisor also ends.