In Avaya Workspaces, supervisors can observe ongoing interactions between agents and customers to assess whether intervention is required. The observe session ends if the agent being observed transfers the interaction to another agent. The agents can view the supervisor who is observing the interaction. If the agent who is being observed transfers the interaction, Avaya Workspaces ends the observe session.

The supervisor can only observe the agent. However, they cannot intervene during the interaction. Multiple supervisors cannot observe the same interaction simultaneously. Only one supervisor can observe an interaction at a time.

This feature is available only for chat and messaging interactions. Supervisors can observe agents, but agents cannot observe other agents.

For voice interaction, supervisors can monitor the incoming calls routed to agents or the outgoing calls initiated by agents. Supervisors can observe only one active voice call at a time. Supervisors can listen to the real-time voice conversation between the agent and the customer. However, supervisors cannot observe a consult call. Alternately, an agent cannot consult another agent or supervisor when a supervisor is observing the agent.

To avail the consult feature, contact Avaya Support.