Observing an interaction

Last Updated : Oct 22, 2024 |

About this task

Supervisors can monitor ongoing interactions between agents and customers to assess whether intervention is required. Supervisors can scroll to see all the messages between the agent and customer for active interaction. The interaction card has an observe indicator which shows agents that the supervisor is observing the interaction.

Note:

The supervisor can observe the agent. However, the supervisor cannot intervene during the interaction. Multiple supervisors cannot observe the same interaction simultaneously. Supervisors can observe one active voice call at a time.

This feature is available for chat, messaging, and voice interactions with Avaya Experience Platform™ (On-Prem + Connect). Supervisors can observe agents, but agents cannot observe other agents.

If the observed agent transfers the interaction, Avaya Workspaces ends the observed session.

For a voice interaction, supervisors can monitor the incoming calls routed to agents or the outgoing calls initiated by agents. Supervisors can listen to the real-time voice conversation between the agent and the customer. If the agent puts the call on hold that the supervisor observes and initiates a consult call, the supervisor starts observing the consulted call automatically for that agent. If the agent transfers the call that the supervisor observes, the supervisor is removed from that call and cannot actively observe the transferred call.

Before you begin

  • The account administrators must configure the My Agents widget in the administration interface. Supervisors can then view the My Agents widget in the Avaya Workspaces toolbar. For more information about configuring the My Agents widget, see Configuring the My Agents widget.

  • The supervisor must click the Start Work button on the top toolbar before observing interactions. Otherwise, the Observe icon is disabled.

  • The supervisor must change the Hybrid Voice state to Not Ready to observe voice interactions.

Procedure

  1. On the top toolbar, click the My Agents icon.

    Avaya Workspaces displays the list of agents in the team with the agent ID, station ID, channels, groups, status, agent connection state, and contact.

  2. To find an agent, do one of the following:

    • Scroll through the list of agents.

    • Type the name of the agent in the search field.

    • Select appropriate values in the Channel, Group, or Status fields.

  3. In the row with the agent name, click the Observe icon.

    Supervisors can select agents who are working on active interactions.

    The supervisor can now see the agent's chat or message with the customer but cannot send messages or media to the customer or the agent while observing. For a voice interaction, supervisors can listen to the real-time voice conversation between the agent and the customer.

  4. To stop observing an interaction, click the Stop Observing icon.
Related information
Observing a Digital Interaction
Observing and Coaching Hybrid Voice Interactions