Avaya Workspaces for Call Center Elite Integration

Last Updated : Sep 14, 2022 |

Avaya Workspaces for Call Center Elite is a browser-based agent desktop with which the contact center agents can handle customer interactions. Using the widget framework, the Avaya Workspaces for Call Center Elite administrators can configure POM widgets for the agents. After the POM widget is configured, the agents can interact and communicate with the POM contacts. Agents can sign in to POM through the POM widget and work with the contacts that they receive. Through this integration, agents can view customer journey visualization for the POM contacts using Context Store Integration..

Using the Avaya Proactive Outreach Manager integration with Avaya Workspaces for Call Center Elite, agents can:

  • Receive an interaction - Agents can make outbound preview calls or receive proactive or predictive POM calls .

  • Hold or resume an interaction - Agents can put an active outbound voice interaction on hold and resume the call when needed.

  • Consult another agent - Agents can seek advice about an interaction from other agents.

  • Transfer an interaction to another agent - Agents can transfer the consult interaction to the interaction area of another agent.

  • Add another agent to the interaction - Agents can create a conference with another agent who can help resolve the interaction.

This integration also allows agents to change the Agent Workspaces layout. Each customer interaction is displayed as an interaction card. The Agent Workspaces user interface has an intuitive layout that provides a visual representation of voice interactions.
Figure : 1. POM Workspaces user interface




No.

Name

Description

1

Agent toolbar

Provides the following options for interactions:

  • Making voice calls.

  • Viewing interaction logs.

  • Changing agent states.

  • Accessing the address book.

  • Calling the supervisor.

2

Interaction area

Displays all contacts as interaction cards for the agent.

3

Navigation menu

Provides options to an agent to switch across the widgets.

4

Interaction widgets

Displays interaction information.

5

Agent state summary

Displays Agent ID, Station ID, Outbound state, Nail Up state, and current state with the state timer for outbound mode.
For more information on POM integration with Avaya Workspaces for Call Center Elite, see Integrating POM with Avaya Workspaces for Elite in the Avaya Proactive Outreach Manager Integration guide.