Avaya Workspaces enables the contact center supervisors to observe, coach, and barge-in to agent-customer interactions to improve the quality of the interactions.
Note:
The observe, coach, and barge-in features are available only for chat, Short Message Service (SMS), social, and messaging interactions.
Observe
You can observe the agent web chat, SMS, social, and messaging interactions with the customer, but you cannot send messages to the customer or the agent while observing. Avaya Workspaces displays an interaction card with options to stop observing or start coaching the agent.
Important:
If a supervisor has three active chat, SMS, social, or messaging interactions, the supervisor cannot view more interactions. For each channel, a supervisor can observe a maximum of three interactions.
When Avaya Workspaces adds you to the interaction session as an observer, it notifies the customer that an additional party was added to the interaction, and the console displays the supervisor’s login name. Avaya Workspaces also notifies the customer when the supervisor stops observing the interaction.
Coach
You can provide expert advice on an ongoing interaction to help an agent handle a customer request.
Important:
Avaya Workspaces notifies the agent that you are coaching the agent.
Barge-in
You can barge into an interaction to:
Provide expert advice to agents who cannot handle the interaction.
Close a sale.
Important:
Avaya Workspaces notifies the agent that you have barged into the interaction.
