Avaya Workspaces toolbar field descriptions

Last Updated : Nov 27, 2023 |
Prolog information
Metadata
Keywords:
Name
Description
Enter number
Used to enter a phone number to make a voice call.
To dial the last dialed number, click the Last Dialed Number icon. If you type digits in the phone number field, click the Call icon to dial the number.
Agents and supervisors within the same account can make internal extension calls to each other on matters that are not related to customers.
Internal extensions are referenced by Station ID in Avaya Workspaces.
Agent Details pane
The following sections and options are available from the Agent Details pane:
  • The Agent Details pane displays the logged in duration of the agent. If the agent is logged in for less than 24 hours, the duration is mentioned in hours. However, if the agent is logged in for more than 24 hours, then the duration is mentioned as <number of days> + day(s).
    For example, 1+ day for more than 24 hours, 2+ days for 48 hours, and so on.
  • Username: Displays the agent username.
  • Agent ID: Displays the agent ID.
  • Station ID: Displays the station ID.
  • Agent State: Indicates a colored agent state, an inline reason code, and the following options:
    • Go Ready: To begin work. After clicking Go Ready, the visual cue changes to green. You can then begin working on interactions.
    • Go Not Ready: To indicate that the agent is not ready to accept interactions.
      The options for the Not Ready state depend on the reason codes configured in Application Center Administration. All agents specific to their accounts can view the user codes.
      The agent can view the selected reason code next to the agent state.
      The agent cannot choose specific interaction types on which to go not ready. No interactions are routed to the agent in the Not Ready state.
      When an agent changes the state to Not Ready, the visual cue changes to red.
      When an agent changes the state to Not Ready while there are active interactions, the status changes to Not Ready Pending.
    • After Contact Work: To perform additional work and review the interaction details.
  • Finish Work: To indicate that the agent has completed work for the day.
    When an agent clicks Finish Work, the visual cue changes to gray.
  • Sign Out: To log out and exit Avaya Workspaces.
    The Sign Out button is available after you click Finish Work.
Icon
Name
Description
the New email icon
New email
Displays the Email widget.
the Call Mailbox icon
Call Mailbox
Makes a call to the mailbox number.
the More actions icon
More actions
Displays the actions that agents can perform based on their capabilities set.
the Call icon
Make Call
Makes a call.
the Welcome Page icon
Welcome
Displays the Welcome widget.
the Settings icon
Settings
Displays the Settings widget.
the Offline Search icon
Offline Search
Displays the Interaction Search page.
Agents can search the past customer journeys of the interactions.
the Last Dialed Number icon
Last Dialed Number
Makes a call to last dialed number.
the Email icon
Email
Creates an email.
the Corporate Contacts icon
Corporate Contacts
View Avaya Aura X for Avaya Cloud Office (ACO), Avaya Spaces, and Microsoft Teams contacts and contact groups, make direct and consultation calls to contacts, transfer customer calls, and add contacts to the Favorites list. For the Avaya Aura X for Avaya Cloud Office (ACO) and Microsoft Teams providers, you can also send messages to contacts and chat groups and participate in conversations.
the Notifications icon
Notifications
View notification logs.
Notification logs display the last 15 notifications. Avaya Workspaces clears these notifications after 24 hours.
the Help icon
Support Page
Provides online help about Avaya Workspaces. You can access tutorial videos and documentation using this feature.
The following icons are available to supervisors:
Icon
Name
Description
the My Agents icon
My Agents
Displays a list of agents in the supervisor’s team and information about the agents' state and interactions.
Displays filters to search agents in a team. Supervisors can end sessions, disconnect calls, broadcast a message, observe chat, messaging, and voice interactions, change agent states, and forcibly log out the agents.
the Observe icon
Observe
Enables the supervisor to observe an agent’s interaction with the customer.
the Stop Observing icon
Stop Observing
Enables the supervisor to stop observing an agent’s interaction with the customer.
the Coach icon
Coach
Enables the supervisor to coach an agent. To coach, the supervisor must first observe the interaction.
On the supervisor interaction widget, there is an indicator which displays the name of the agent who the supervisor is coaching.
the Barge-In icon
Barge In
Enables the supervisor to 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.
For a voice interaction, supervisor becomes an active party in the call with the customer and the agent.
the Realtime Reports icon
Realtime Reporting
Displays the Dashboard Viewer to view real-time reports.
The Realtime Reporting icon is available if the account administrator configures the Realtime Reporting dashboard as a widget in the Home layout in Application Center Administration.
Related links
Internal extension call
Agent dashboard
Agent Workspaces Settings