Viewing agents in a team

Last Updated : Sep 06, 2023 |
Prolog information
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On the My Agents widget in Avaya Workspaces, supervisors can view a consolidated list of agents. The Agents page displays the list of agents in the team with the agent ID, station ID, channels, groups, status, and contact.
Supervisors can view and manage the following types of agent channels:
  • Elite Voice or AXP Voice
  • Elite Voice + Digital
  • AXP Voice + Digital
For agents with Elite Voice or AXP Voice channel, supervisors can only view the status of the voice channel, while the digital channels are disabled. For agents with Elite Voice + Digital or AXP Voice + Digital channels, supervisors can view the status of all the channels, which include voice, chat, email, and social messaging. The appropriate the Voice Interaction icon icon indicates whether the voice channel is Elite Voice or AXP Voice.
  1. On the top toolbar, click the My Agents icon.
    STEP RESULT:
    The Agents page displays the list of agents.
  2. Click the Arrow Down icon to expand the agent row and see the interactions the agent is working on.
    STEP RESULT:
    Avaya Workspaces displays the list of interactions with the following details:
    • Service Name
    • Target
    • Duration
    • State
    • Work Code
    • Disposition Code
  3. To search for a particular agent, in the Search Agent Name or Station ID field, use one of the following:
    • Agent Name
    • Station ID
  4. To view the following search fields, click the the Filter icon icon:
    • Channel
    • Group
    • Status
Related links
Agent states
Viewing agents in a team