Outbound Agent Connector

The Outbound Agent Connector widget connects you to the Proactive Outreach server and displays your agent state, state of the acquire call, timezone, and selected language. Avaya Workspaces displays the Outbound Agent Connector widget when you log in and view the Welcome page.

Customer Details

The Customer Details widget displays the customer-related information, such as a name, phone number, email address, physical address, and ID. It also displays the name of the preview campaign associated with your agent profile. You can use this widget to view and edit the customer attributes. Avaya Workspaces displays the Customer Details widget when you receive an outbound interaction.

Screen Pop

The Screen Pop widget displays an external web page that an account administrator configures in Application Center. For example, it can display a web page with the currency exchange rates. If configured by an account administrator, this widget displays an agent script that you can use to handle outbound interactions. Avaya Workspaces displays the Outbound Agent Script Screen Pop widget when you receive an outbound interaction.

Proactive Outreach Tools

The Proactive Outreach Tools widget enables you to use the following features:

• Callback Scheduling: To schedule a callback in case a customer wants to move the call to a later date and time. When scheduling a callback, you can add notes to it.

• Agent Notes: To leave notes about an outbound interaction.

• DTMF: To enter DTMF digits when handling an outbound interaction. For example, you can enter DTMF digits to answer questions in an IVR.

Avaya Workspaces displays the Proactive Outreach Tools widget when you receive an outbound interaction.