Viewing agents in a team

Last Updated : Aug 14, 2020 |
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Use this procedure to view the list of agents in Avaya Workspaces with a single click. Note that only supervisors can do this task.
When you are searching or filtering through large number of agents, Avaya Workspaces can take up to five seconds to load the table. During this time, agents can expect a decrease in performance of the dashboard.
  1. In the navigation pane, click the My Agents icon (My Agents).
    ADDITIONAL INFORMATION:
    Avaya Workspaces displays the list of agents in the team with the Agent ID, Station ID, groups, available channels, and current status.
    The color of the avatar reflects the agent state.
  2. In the Search field, type a search query by using one of the following:
    • Name
    • ID
  3. Click the required values in the following fields:
    • channel
    • state
    • groups
    For example, to search for all voice agents in a ready state, in the channel field, select Voice and in the state field, click Ready.
  4. Click the arrow sign (>) to expand the agent row to see the interactions that the agent is currently working on.
    STEP RESULT:
    You can expand maximum five agents.
    Avaya Workspaces displays the list of interactions with the following details:
    • Service name
    • Direction
    • Target
    • Media type
    • Duration
    • State
    • Work code
    • Disposition code