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Using Avaya Workspaces for Avaya Experience Platform™ Public Cloud
Barging into an interaction
About this task
When observing or coaching an agent, supervisors can barge into an interaction to provide expert advice to agents when they cannot handle the interaction. Initiating a barge-in lets the supervisor join the interaction between an agent and the customer as an active third party in the interaction. After the supervisor barges into the interaction, the customer, agent, and supervisor interact in a three-way conference.
When a supervisor barges into an interaction, the customer gets a notification. The customer can view the messages the agent and the supervisor send.
For a voice interaction, the customer is notified that the supervisor has joined the call. The customer, agent, and supervisor enter into a conference call.
Avaya Workspaces notifies the agent that the supervisor has barged into the interaction.
The supervisor who has barged into an interaction can transfer the interaction to a queue or a different user. With this transfer, only the customer remains in the interaction. The barged supervisor and agent are removed from the interaction. The new agent addresses the interaction. However, if an agent is on a call and a supervisor barges into the call, then the agent cannot request for a consult call with the supervisor.
This feature applies to supervisors for chat, messaging, and voice interactions.
Note:
Only one supervisor can barge into an interaction.
Before you begin
The supervisor must first observe or coach the interaction and then barge into the interaction.
Procedure
- To barge into the interaction from the observe mode, do the following:
- On the top toolbar, click
.
Avaya Workspaces displays the list of agents in the team with the agent ID, station ID, channels, groups, status, agent connection state, and contact.
- In the row with the agent name, click
.
Avaya Workspaces displays the interaction widget.
- Click
.
- On the top toolbar, click
- To barge into the interaction from the coach mode, do the following:
- On the interaction widget, click
.
Avaya Workspaces displays the interaction widget.
- Click .
- On the interaction widget, click
The supervisor can view the Customer and Coaching tabs.
On the Chat and Messaging widget, the supervisor can send messages to the agent and the customer in conference mode. On the agent's end, the Coaching tab displays the messages from the agent and the supervisor. The agent and the supervisor can exchange coach messages.
In conference mode, the messages and the participant's name are displayed.
For a voice interaction, the supervisor becomes an active party in the call, along with the customer and the agent. The customer can hear the supervisor's and the agent's voice.
- Optional Click
.
Avaya Workspaces transfers the interaction card.
- Click
to end the interaction.
If the supervisor ends an interaction, the agent can continue the interaction with the customer. If the customer ends the interaction, the session continues until the supervisor or the agent ends it.