In Avaya Workspaces, supervisors can observe ongoing interactions between agents and customers to assess whether to intervene. The agents can view the supervisor observing the interaction. If configured by the administrator, the agent can hear a warning tone to indicate that a supervisor is observing the interaction. Multiple supervisors cannot observe the same interaction simultaneously.

This feature is available for chat, messaging, and voice interactions with Avaya Experience Platform™ (On-Prem + Connect). Supervisors can observe agents, but agents cannot observe other agents.

For a voice interaction, supervisors can monitor the incoming calls routed to agents or the outgoing calls initiated by agents. Supervisors can observe one active voice call at a time. Supervisors can listen to the real-time voice conversation between the agent and the customer. If the agent puts the call on hold that the supervisor observes and initiates a consult call, the supervisor starts observing the consulted call automatically for that agent. If the agent transfers the call that the supervisor observes, the supervisor is removed from that call and cannot actively observe the transferred call.