Agent and supervisor internal extension call

Agents and supervisors within the same account can make internal extension calls to each other for non-customer call-related matters. For example, a supervisor can call an agent about the work schedule, or an agent can call the supervisor to discuss issues related to appraisal.

AI Noise Reduction

With AI Noise Reduction, on a call between the agent and the customer:

Auto-answer

Avaya Experience Platform™ (On-Prem + Connect) uses the Communication Manager configuration to enable auto-answer for hybrid voice interactions.

Barge-in

Avaya Experience Platform™ (On-Prem + Connect) uses the Avaya Aura® configuration to enable barge-in for hybrid voice interactions.

The 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.

During a barge-in, the supervisor becomes an active party in the call with the customer and the agent.

Coach

Avaya Experience Platform™ (On-Prem + Connect) uses the Avaya Aura® configuration to enable coaching for hybrid voice interactions.

The supervisor can coach an agent to provide expert advice and help address a customer's request.

For a voice interaction, the supervisor can listen to the real-time voice conversation between the agent and the customer.

Consult transfer and consult conference

During a customer call, an agent can make a consultation call to a service or another agent. The agent can also switch between the customer call and the consultation call. The agent can complete the consultation call with one of the following:

Hold/Restore

Hold and restore calls using Avaya Workspaces.

Intelligent routing

Create routing rules that can use caller data to decide the workflow trigger. For example, trigger a specific workflow based on the country code of the caller's phone number. The workflow can base routing decisions on the available call data, such as estimated wait time, enhancing the customer experience, and improving customer satisfaction.

Mute and unmute audio input

Agents can mute or unmute audio input. Muting the audio prevents customers from listening to undesirable audio.

Observe

The supervisor can monitor ongoing interactions between agents and customers to assess whether to intervene.

Supervisors can observe one active voice call at a time.

RONA

Return on No Answer with a fixed timer across all channels.

ROOF

Redirect on Optim Failure redirects calls back into the call queue or to the specified VDN if network connectivity is lost.

Screenpops

Access an external website configured for a screenpop.

Transfer to external number

An agent or a supervisor can transfer a hybrid voice interaction to a PSTN number outside the contact center in a single-step transfer.

Transfer to queue

Transfer an interaction to a queue to find a more appropriate agent with the knowledge to deal with the customer query.

Transfer to user

Transfer an interaction to another agent or supervisor. The target user must be able to handle hybrid voice interactions. In a single-step transfer, the transferring agent drops from the interaction when the transfer completes.