Agent Workspace field descriptions

Last Updated : May 31, 2022 |

Prolog information

Metadata

Keywords:

Name	Description
Enter phone number	Used to enter a phone number to make a voice call. To dial the last dialed number, click the icon. If you type digits in the phone number field, click the icon to dial the number.
Agent name drop-down	Used to access the following options: Start work: To begin work for the day. After clicking start work, the visual cue below the toolbar changes to green. You can then begin working on interactions. Exit: To log out and exit Avaya Workspaces. The exit screen appears. If single sign-on (SSO) is enabled and you want to immediately log on to Avaya Workspaces again, click Click here if you wish to return to return to the Activate Agent screen. The Exit option is available only after you click Finish Work. The following options are available from the drop-down arrow next to the agent name after clicking Start work: Additional Work: To transition to a Not Ready state for handling tasks related to a customer interaction that must be completed outside the Avaya Workspaces. When an agent changes the state to Additional Work, the visual cue below the toolbar changes to blue. Go Not Ready: To indicate that the agent is not ready to take a call. The options for the not ready state depend on the reason codes configured through Avaya Control Manager. The system displays only those user codes contained in the data groups that are assigned to the agent in Avaya Control Manager. 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 below the toolbar changes to yellow. When an agent changes the state to Not Ready or Additional Work while there are active interactions, the status changes to Not Ready Pending. Go Ready: To indicate that the agent is available to receive interactions. The Go Ready option is available only after an agent clicks Not Ready or Additional Work. Go Ready is not available on the first login. When an agent changes the state from Not Ready to Ready, the yellow line below the toolbar changes to green. Go Ready state is not available when the agent selects Additional Work when there are active interactions. Finish Work: To indicate that the agent has completed work for the day. When an agent clicks Finish Work, the visual cue below the toolbar changes to grey.

Name

Description

Enter phone number

Used to enter a phone number to make a voice call.

To dial the last dialed number, click the Redial

icon. If you type digits in the phone number field, click the Call

icon to dial the number.

Agent name drop-down

Used to access the following options:

Start work: To begin work for the day. After clicking start work, the visual cue below the toolbar changes to green. You can then begin working on interactions.
Exit: To log out and exit Avaya Workspaces. The exit screen appears. If single sign-on (SSO) is enabled and you want to immediately log on to Avaya Workspaces again, click Click here if you wish to return to return to the Activate Agent screen.

The Exit option is available only after you click Finish Work.

The following options are available from the drop-down arrow next to the agent name after clicking Start work:

Additional Work: To transition to a Not Ready state for handling tasks related to a customer interaction that must be completed outside the Avaya Workspaces.

When an agent changes the state to Additional Work, the visual cue below the toolbar changes to blue.
Go Not Ready: To indicate that the agent is not ready to take a call. The options for the not ready state depend on the reason codes configured through Avaya Control Manager. The system displays only those user codes contained in the data groups that are assigned to the agent in Avaya Control Manager.

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 below the toolbar changes to yellow.

When an agent changes the state to Not Ready or Additional Work while there are active interactions, the status changes to Not Ready Pending.

Go Ready: To indicate that the agent is available to receive interactions.

The Go Ready option is available only after an agent clicks Not Ready or Additional Work. Go Ready is not available on the first login.

When an agent changes the state from Not Ready to Ready, the yellow line below the toolbar changes to green.

Go Ready state is not available when the agent selects Additional Work when there are active interactions.
Finish Work: To indicate that the agent has completed work for the day.

When an agent clicks Finish Work, the visual cue below the toolbar changes to grey.

Icon	Name	Description
	Call	Call the number you provide.
	Call mailbox	Call the mailbox. This icon is visible only when a mailbox is available.
	Call supervisor	Call the supervisor.
	Create email	Create an email.
	Interaction logs	View Interaction logs. Interaction logs display the last 15 interactions, which includes incoming, outgoing, and missed interactions. The system provides options for call back and clears these logs when the Agent logs out. The interaction log also displays the forwarded email list with the forward email icon.
	Notification logs	View Notification logs. Notification logs display the last 15 notifications. The system clears these notifications after 24 hours.
	Address book	View the address book.
	Deferred interactions	View deferred emails.

Interaction area

Icon	Name	Description
	Inbound voice interaction	Indicates an inbound voice interaction.
	Inbound video interaction	Indicates an inbound video interaction.
	Inbound generic channel interaction	Indicates an inbound generic channel interaction.
	Outbound voice interaction	Indicates an outbound voice interaction.
	Outbound video interaction	Indicates an outbound video interaction.
	Outbound generic channel interaction	Indicates an outbound generic channel interaction.
	Outbound email interaction	Indicates an outbound email interaction.
	Alerting chat interaction	Indicates an alerting chat interaction.
	Alerting voice interaction	Indicates an alerting voice interaction.
	Alerting video interaction	Indicates an alerting video interaction.
	Alerting SMS interaction	Indicates an alerting SMS interaction.
	Alerting social interaction	Indicates an alerting social interaction.
	Alerting email interaction	Indicates an alerting email interaction.
	Alerting generic interaction	Indicates an alerting generic interaction.
	Alerting messaging interaction	Indicates an alerting messaging interaction.
	Alerting outbound interaction	Indicates an alerting outbound interaction.
	Chat interaction	Indicates a chat interaction.
	Email interaction	Indicates an email interaction.
	SMS interaction	Indicates an SMS interaction.
	Social interaction	Indicates a social interaction.
	Video interaction	Indicates a video interaction.
	Generic Channel interaction	Indicates a generic channel interaction.
	Messaging interaction	Indicates a messaging interaction.
	Accept call	Accepts an inbound voice call.
	Callback	Indicates a callback call.
	Accept video call	Accepts an inbound video call.
	Accept interactions	Accepts a chat, email, SMS, social, or messaging interaction.
	Hold/Resume interaction	Pauses or resumes the current interaction. When an active interaction goes on hold, the color of the interaction card changes to blue. When an interaction on hold becomes active, the color of the interaction card changes to green.
	End	Ends the current interaction.
	Force End	Terminates the stuck interaction.
	DTMF dial	Provides DTMF key inputs for IVR or voicemail. Customer side WebRTC clients support DTMF tones on a WebRTC voice call.
	More	Provides more options for the interaction. For example, to view more information about the interaction or set a work code and disposition code. Work codes indicate the kind of work accomplished with the interaction.
	Send message	Sends message in a chat, SMS, email, social, or messaging interaction.
	Watson	Signifies the chatbot leg of the conversation on the Chat transcript.
	Work code	Displays the work code set for the interaction.
	Disposition code	Displays the disposition code for the interaction.
	Extend timed After Call Work (ACW)	Extends the after work call time. An agent can use Agent Desktop to enter an After Call Work (ACW) mode either while working on a contact or immediately after releasing the contact. Agents must enter the appropriate call disposition codes to perform post-call processing work, such as adding contact information to a Customer Relationship Management (CRM) system. Agents can enter the disposition codes only for post-call processing work related to the contact they just released. Agents can enter the disposition codes: while working on a contact, which prevents Agent Desktop from presenting new contacts to the agent. after releasing the contact, and before Agent Desktop presents a new contact to the agent or the agent goes into the Not Ready or Additional Work state.
	Close timed after call work	Closes the timed after call work card.
	Auto answer	Displayed on work card when an interaction is or has been auto-answered.
	Transfer	Transfers an active interaction to another agent, address book, or service. When you click the icon, the system displays a drop-down list which enables you to transfer the contact to a member of your Team, Address Book, Service, depending on configuration, or you can manually enter a number.
	Defer email	Defers an email. When you click the icon, you can enter the defer reason and the deferred date and time.
	Retrieve deferred email	Retrieves a deferred interaction from the deferred interaction list. This icon does not appear in the interaction area but in the deferred interaction list drop-down in the agent toolbar.
	Toggle video overlay	Toggles video overlay of the agent.
	Hide video	Hides the agent video.
	Consult	Adds another agent to the interaction. When you click the icon, the system displays a field to type the extension of the agent whom you want to add to the interaction.
	Conference	Adds the consulted agent to the interaction and begins a conference between the agent working on the interaction card, the consulted agent, and the customer.
	Mute/Unmute interaction	Mutes or unmutes the current interaction. This icon is only available on voice interactions in an active state for WebRTC agents.
	Service Observe	Permits the supervisor to observe an agent’s interaction with the customer. This icon is available only for Supervisors.
	Stop Observe	Permits the supervisor to stop observing an agent’s interaction with the customer. This icon is available only for Supervisors.
	Coach	Permits the supervisor to coach an agent. To coach, the supervisor must first observe the interaction. This icon is available only for Supervisors.
	Barge in	Permits the supervisor to barge in to an interaction to help close a sale or interact with the customer. To barge in, the supervisor must first be coaching the agent in the interaction. This icon is available only for Supervisors.
	Broadcast message	Permits the supervisor to broadcast a message to agents. This message is displayed as a toast notification. This icon is available only for Supervisors.
	Close	Closes the interaction.

Co-Browse icons

Icon	Name	Description
	Request cobrowse	Requests control for the Co-Browse session.
	Release control	Release control of the Co-Browse session.
	Refresh	Refresh the Co-Browse session.

You can expand the navigation menu to see the description of the icons when required.

Icon	Name	Description
	Welcome Page	Displays the Team and Welcome widgets. The Team widget provides the list of team members and the Search field. The Welcome widget displays the web page that the administrator selects in Avaya Control Manager. The Welcome page does not support the X-Frame-Options: deny HTML tag.
	Customer information	Displays the following widgets: Customer Details: Displays the basic customer contact details such as Account, CRMID, Email, Phone, and Social Handle for non-CRM integrations. For CRM integrations, the widget displays Customer Name, Address, ZIP code, and one Custom Field in addition to the basic customer details. Interaction Details: Displays the customer interaction channel, participants, customer interaction, and direction. Customer History: Displays previous interactions with the customer with the date and time, status, priority, and channel of the customer request and provides access to customer history search. The Destination Address field in the Interaction Details widget displays the route point name. Agents can view the customer information widgets for all Avaya Oceana® interactions. With the exception of voice history, all other interaction history details of the customer are displayed in this widget.
	View chat widgets	Displays the following widgets: Chat: Displays messages in the chat interaction. Suggested Content: Displays frequently used phrases and URLs with information that you can use to process the customer’s request through the chat interaction. You can click the phrases and URLs to add them to the chat. You can click the pencil icon to edit phrases before adding them to the chat interaction. This navigation icon is available only when a chat interaction card is in focus.
	Email	Displays the following widgets: Email: Displays the customer email. Email template: Displays the email templates. Suggested Responses: Displays frequently-used phrases that you can use to process the customer’s request quickly through the Email interaction. The customer information is available for any interaction type.
	SMS	Displays the following widgets: SMS: Displays messages in the SMS interaction. Suggested Content: Displays frequently used phrases and URLs with information that you can use to process the customer’s request quickly through the SMS interaction. You can click the pencil icon to edit phrases before adding them to the SMS interaction. You can click phrases and URLs to add them to the chat. This navigation icon is available only when an SMS interaction card is in focus.
	Messaging	Displays the following widgets: Messaging: Displays messages in the messaging interaction. Sample Library: Displays frequently used phrases and rich interactive messages that you can use to continue the engagement with the customer in the messaging interaction. Agents can send text messages and images with Reply, Postback, and Link buttons. During an active messaging interaction, agents can share and view the following types of rich interactive messages: Text Text with emojis Images, GIFs, stickers Audio and video clips Location Carousel Location request During an active messaging interaction, agents can receive the following types of rich interactive messages from end users: Text Text with emojis Images, GIFs, stickers Audio and video clips Location Postback message Carousel Location request End users can also view these rich interactive messages. Reply responses do not have a separate message type. Agents receive them as usual text messages. This navigation icon is available only when a messaging interaction card is in focus.
	Generic Channel	Displays the Generic Channel widget.
	Co-Browse	Displays the Co-Browse widget with which you can access, browse, and edit the form that the customer is accessing, provided the customer has enabled Co-Browse on the web page. The Co-Browse navigation icon is available only when a chat interaction card is in focus.
	Customer journey	Provides a graphical representation of the end-to-end journey of the customer in the following views: Default view: Displays one interaction per work request. Each journeyElement displayed in this view represents an individual interaction with the customer. Click on any icon to view the drill-down view of an interaction. Drill-down view: Displays detailed information, including all status changes, for the selected journeyElement. All relevant data and links are presented in this view. The most recent information is displayed at the top of the vertical timeline. Topic view: Displays a filtered view of all journeyElements associated with the selected topic. Account View: Displays a filtered view of all JourneyElements associated with the selected account.
	Video	Displays the video widget.
	Screenpop	Displays the Screenpop widget. The Screenpop widget displays external web content that can help an agent to complete the customer interaction. If the external web content is sourced from non-secure sources, the content can be blocked from being displayed in Avaya Workspaces. Important: To view content that is sourced from HTTP sources when accessing the client over HTTPS, you must configure your browser to accept non-secure content. To accept non-secure content in Chrome, click the icon to the right of the address bar. You can configure Screenpop for any interaction type.
	Customer Search	Displays the following widgets: Customer Search: Provides an option to search for customer details by surname, name, email, phone number, and social handle. Customer History Search: Displays previous interactions with the customer with the date and time, status, priority, and channel of the customer request. You can search multiple parameters simultaneously. Note: The search parameters are connected by AND. Therefore, different combinations of same parameters display the same result. For example, the results for To Address and Date are the same as Date and To Address.
	Dashboard & Reports	Displays the Dashboards & Reports widget. This button is available only for supervisors.
	My Agents	Displays a list of agents in the supervisor’s team and information about the agents’ state and interactions. This button is available only for supervisors.
	Observe	Displays the interaction that you are observing.
	End interaction	Terminates agent’s stuck interaction.
	Avaya Workforce Engagement Select	Displays the Avaya Workforce Engagement Select widget with controls for recording, pausing, resuming, and playing back a call.
	Settings	Displays the Settings widget.
	Help	Provides help content about the Avaya Workspaces application.

Supervisor reporting dashboard icons

Icon	Name	Description
	Reporting Dashboard Viewer	Displays the Reporting Dashboard Viewer widget. Supervisor reporting dashboard users use this widget to view their reporting dashboards.
	Reporting View Manager	Displays the Reporting View Manager widget. Supervisor reporting dashboard users use this widget to manage their reporting views.
	Reporting Dashboard Manager	Displays the Reporting Dashboard Manager widget. Supervisor reporting dashboard users use this widget to manage their reporting dashboards.
	Reporting Calculated Measures	Displays the Calculated Measures widget. Supervisor reporting dashboard users use this widget to manage their calculated measures.
	Reporting Threshold Classes	Displays the Threshold Classes widget. Supervisor reporting dashboard users use this widget to manage their threshold classes.
	Open Reporting in new window	Opens a real-time reporting dashboard in a new browser window.