Avaya Workspaces is a browser-based application through which contact center agents can handle inbound customer interactions. Avaya Workspaces supports agents handling email, chat, messaging, or voice interactions. The intuitive user interface provides features for toggling between multiple, simultaneous interactions through different channels.

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 securely and reliably.

Avaya Workspaces for Avaya Experience Platform™ Public Cloud is available through the Application Center dashboard.

Every interaction is displayed as an interaction card. Using interaction cards, agents can:

• 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: agents can mute or unmute audio input. Muting the audio prevents customer from listening to undesirable audio.

  Agents can mute and unmute using Avaya Workspaces independently of any mute controls on the headset or other device.

• Use advanced Avaya Workspaces features. For more information about advanced features available to agents and supervisors, see Avaya Workspaces features.

For accessibility, Avaya Workspaces is optimized to conform to Section 508 and WCAG 2.0 AA standards. Avaya Workspaces provides the following features to comply with these standards:

• Access to most 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.

• Screen magnifier tool, such as Magnifier, to zoom in and out of Avaya Workspaces screens.

  Note:

  Do not use built-in controls of the browser.

Tablet support and fixed layout

Avaya Workspaces for Avaya Experience Platform™ Public Cloud is not currently compatible with tablet devices. You cannot install or run the application on devices, such as iPads and Android tablets.

Avaya Workspaces for Avaya Experience Platform™ Public Cloud provides a fixed layout that is designed for maximized window with a resolution of 1920 x 1080 pixels.