Avaya Workspaces is a browser-based application through which contact center agents can handle inbound customer interactions. Avaya Workspaces supports agents handling voice, email, chat, or messaging interactions. The intuitive user interface provides features for toggling between multiple, simultaneous interactions through different channels.
With the Single Sign-On enabled, agents and supervisors can log in to Avaya Workspaces by just clicking on the name of the SAML Identity Provider and initiate SSO process.
Avaya Workspaces enables seamless collaboration with customers, partners, and other users within and outside the organization. Using Avaya Workspaces, agents can access relevant customer information in a secure and reliable manner.
Every interaction is displayed as an interaction card. Using interaction cards, agents accept, hold, and transfer dispositions for these interactions with wrap-up information. The card displays the priority of the interaction. The priority range is between 1 and 10. The incoming interaction displays the queue name along with priority of the interaction. The Interaction Details widget displays the associated attributes, queue name, and priority of the interaction.
Using interaction cards, agents can do the following:
Receive the interaction: Accept interactions with a single click.
Hold or resume the voice interaction: Put an active voice interaction on hold when an agent or supervisor must attend another high priority interaction.
Mute or unmute audio: Muting the audio prevents customers from listening to undesirable audio.
Note:
Agents can mute and unmute using Avaya Workspaces independently of any mute controls on the headset or other device.
Consult interactions: Consult another agent or a supervisor before completing a customer query. An agent can transfer a consult call to a user or to a queue. After the consultation, the agent can complete the consult call as a transfer or as a conference.
Add disposition codes: Select from the configured disposition codes to add disposition to the interaction.
Transfer the interaction to a queue or another user: Send the interaction to another queue or directly to another agent or supervisor.
Transfer to an external number: Transfer the voice interaction to a number outside the contact center. Also, initiate transfer calls to Avaya Aura X for Avaya Cloud Office (ACO) contacts.
Pause and resume the call recording: Pause the call recording during an active voice interaction to omit recording sensitive information, such as customer credit card information. Agents can resume the call recording at any time.
Supervisors can do the following:
Observe interactions: Supervisors can monitor ongoing interactions between an agent and a customer to assess whether intervention is required.
The observe feature is available for chat, messaging, and voice interactions.
Coach interactions: Supervisor can coach an agent using coach feature. To coach, the supervisor must first observe the interaction. On the supervisor interaction widget, there is an indicator which displays the name of the agent who the supervisor is coaching. Agents can view the name of the supervisor who is coaching the interaction.
The coach feature is available for chat, messaging, and voice interactions.
Barge into interactions: Supervisor can barge into an interaction to help close a sale or interact with the customer. To barge in, the supervisor must first observe or coach the interaction.
The barge feature is available for chat, messaging, and voice interactions.
The following features are also available in Avaya Workspaces:
Customer Journey: Use the Customer Journey widget for a visual representation of a customer’s interactions. An interaction with a channel visualizes every point in the customer journey with common identifiers. The complete view of the customer journey across all channels with common identifiers can help to facilitate informed decisions in your contact center.
Corporate Contacts: Use the Corporate Contacts widget to view Avaya Aura X for Avaya Cloud Office (ACO), Avaya Spaces, and Microsoft Teams contacts and contact groups, make direct and consultation calls to contacts, transfer customer calls, and add contacts to the Favorites list. For the Avaya Aura X for Avaya Cloud Office (ACO) and Microsoft Teams providers, you can also send messages to contacts and chat groups and participate in conversations. For more information about working with corporate contacts in Avaya Workspaces, see Using corporate contacts in Avaya Workspaces.
Screenpops: Agents are presented with external webpages that can assist them in completing their tasks. For example, external websites with information such as current currency exchange rates.
Real-time reporting: Supervisors can access the Realtime Reporting dashboard to run real-time reports to monitor up-to-date statistics for your contact center and resources.
For accessibility purposes, Avaya Workspaces is optimized to conform with Section 508 and WCAG 2.0 AA standards.
Avaya Workspaces provides:
Access to content and controls using the keyboard or mouse.
Alternative text and labels to assist users with screen-readers.
A color palette that meets requirements for users with visual impairments.
