Avaya Oceana® provides the defer email feature for agents. With this feature, an agent can defer sending emails for a specified number of hours.
Supervisor
Avaya Oceana® provides the defer email feature for supervisors. With this feature, a supervisor can manage and defer sending emails if the agent is unavailable.
A supervisor can:
Take ownership of the deferred email, complete the email, and send it to the customer.
View the list of emails deferred by the agents in the team.
Transfer the deferred email to another service.
Avaya Analytics™ reports on the count of deferred emails in both real-time and historical reports.
