Interaction icon descriptions

Last Updated : Oct 18, 2024 |

Prolog information

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Channels

You can access hybrid voice (also known as voice) and digital channel options. With Avaya Experience Platform™ (On-Prem + Connect), if you want to be simultaneously ready on the hybrid voice and digital channels, you can Go Ready on All Channels. Else, you can Go Ready or Go Not Ready on the individual hybrid voice and digital channels.

Icon	Name	Description
	Hybrid Voice	Displays Avaya Experience Platform™ (On-Prem + Connect) voice interactions.
	Chat	Displays chat messages. This navigation icon is available when a chat interaction card is in focus.
	Email	Displays customer emails.
	Chat and Messaging	Displays text messaging interactions. This navigation icon is available when a messaging interaction card is in focus. Agents can send text messages and images with the Reply, Postback, and Link buttons. The following types of rich interactive messages are supported: Text messages and emojis Attachments and images Location messages (location request from agent, shared location from customer) The following file attachment types are supported: .aac, .3g2, .3gp, .7z, .aac, .amr, .avi, .bmp,.csv, .doc, .docx, .eml, .gif, .heic, .ics, .jfif, .jpeg, .jpg, .key, .log, .m4a, .m4v, .mov, .mp3, .mp4, .mp4a, .mpeg, .mpg, .mpga, .neon, .numbers, .odt, .oga, .ogg, .ogv, .pages, .pdf, .png, .pps, .ppsx, .ppt, .pptx, .qt, .svg, .tif, .tiff, .txt, .vcf, .wav, .webm, .webp, .wmv, .xls, .xlsx, .xml, .yml, .yaml

Icon	Name	Description
	Search	Enables you to search for users or services. The available search options vary for hybrid voice and digital interactions. For example, the Services and Users categories are displayed for digital interactions. For hybrid voice, you can access the following search categories: Salesforce Directory Enterprise Directory Contact Center Users Contact Center Services Phone Extensions (if configured) Team contact are also available for supervisors. You can open the dialpad to dial the phone number you want to call.
	Notifications	Displays notifications. You can click Clear All to clear your notifications.
	History	Provides a link to view history information in your browser window. For example, when you click View CRM Reports, the Reports tab is displayed in Salesforce.
	Settings	Displays a window to manage the following settings: Logs: Manage logging settings for troubleshooting purposes and download logs. Device Settings: Manage audio settings. Select your microphone and speakers. User Preferences: Manage notification preferences. About: View software version information.
	Deferred Emails	Displays deferred emails, if applicable.
	List of Agents	For supervisors only: Enables you to view and manage the agents on your team. By default, you only see active, on-shift agents, but you can use the filter to view all agents on your team.
	Pop-out	Displays Avaya Workspaces for CRM in a separate browser window that you can resize as required.

Options available during interactions

You can access the following options during a hybrid voice or digital interaction. Some options are available for all interaction types.

Icon	Name	Description
	Accept Digital Interactions	Accepts a digital interaction.
	Accept Voice Interactions	Accepts a voice interaction.
	Last Dialed Number	Redials the last number you called. This option is available for voice interactions.
	Hold	Pauses the current voice interaction. When an active voice interaction is on hold, the color of the interaction card changes to blue.
	Unhold	Resumes the voice interaction. When an interaction on hold becomes active, the color of the interaction card changes to green.
	DTMF keypad	Displays a keypad where you can enter Dual Tone Multi-Frequency (DTMF) digits during a call. The DTMF option is intended for Interactive Voice Response (IVR) calls and voicemail. DTMF applies to voice interactions.
	Transfer	Transfers an active interaction. When you click : If you are on a voice interaction, Avaya Workspaces displays a list of options that enable you to transfer the interaction to a Service, a contact in your directory, or another telephone number. To transfer to another telephone number, in the Enter a number field, type the number to transfer the voice interaction and click . If you are on a digital interaction, Avaya Workspaces displays a list of options that enable you to transfer the interaction to a Service or a contact in your directory.
	End (hang up)	Ends the current voice interaction.
	More	Provides more options for the interaction. This option is available for all interaction types.
	Emoji	Enables you to select and send an emoji. This option is available for the chat and messaging interactions.
	Attach	Enables you to attach files during a digital interaction. To send a file, click File. To send a video, click Video Recording. To send an audio recording, click Audio Recording. This feature is available for the Avaya Experience Platform™ Public Cloud voice channel.
	Templates	Displays the list of templates you can use to reply to customer interactions. This option is available for digital interactions.
	Send	Sends messages in a chat, email, or messaging interaction.
	Reply All	Enables you to write a reply to an email for all the recipients of the original email or edit the draft.
	Forward	Enables you to forward an email to another user with or without the draft reply.
	Reply	Enables you to write a reply to an email or edit the draft.
	End	Ends a digital interaction.
	After Contact Work	Indicates that the agent has entered the ACW state.
	Customer Journey	Provides a graphical representation of the end-to-end journey of the customer in the following sections: Filter: Filters data based on channels. Graph: Consists of top and middle timelines. The top timeline displays contact center interaction data for the customer. The middle timeline displays a zoomed view of the top timeline. Journey Details: Displays the details of an interaction that is present in the middle timeline. The widget also provides transcripts for the interaction. For email and messaging interactions, the transcript displays a link where you can view previous attachments. The Customer Journey feature is available for all interaction types.
	Observe	Agents can view the name of the supervisor who is observing the interaction.
	Coach	Agents can view the name of the supervisor who is coaching the interaction. For voice interactions, the agent can view the supervisor name along with the phone number.
	Barge In	Agents can view the name of the supervisor who has barged into the interaction.