Agent monitoring

Last Updated : Apr 14, 2023 |
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In Avaya Workspaces, supervisors can monitor various activities of the agents.
For example, supervisors can do the following:
  • Monitor agent states, work items, and performance for all channels.
  • Observe and listen to agent interactions by barging into the call and mentoring them.
    This feature applies to supervisors for chat, messaging, and SMS channels.