Supervisors can use the coach feature to provide expert advice and help agents address a customer request. The supervisor must observe the interaction first to coach the agent.
Note:
Supervisors can coach agents only if the administrator has performed the appropriate configuration in Avaya Aura®.
The agent receives a notification that the supervisor is coaching them. The agent can hold a voice interaction, transfer, or end the interaction anytime, and the coaching session ends. An agent cannot consult another agent or supervisor during a coaching session.
For a voice interaction, a supervisor can listen to the real-time voice conversation between the agent and the customer. The supervisor can speak to coach the agent. However, the customer cannot hear the supervisor's voice.
This feature is available for chat, messaging, and voice interactions with Avaya Experience Platform™ (On-Prem + Connect).
