Using a customer interaction card

Last Updated : Jun 04, 2026 |

About this task

After the customer accepts the call, the interaction card header becomes green indicating that the agent and the customer are in conversation. When an agent receives an interaction card, Avaya Workspaces for Elite displays the following widgets:

  • Customer Details

  • Outbound Tools

  • Agent Script

Procedure

  1. During a conversation with a customer, do the following:

    • Click () to place the customer on hold/unhold during the call.

    • Click () to use the following features:

      • Check in DNC: To check if the customer contact number is in the Do Not Call (DNC) list.

      • Add To DNC: To add the customer contact number to the DNC list.

    • Click () to consult another agent or an external contact during an on-going customer call. For more information, see Agent and Address Book consults.

    • Click () end the customer call.

    • Click  > Not Ready to select a Not Ready reason code.

    • Click  > Select Completion Codes to select a Completion code. If you do not select a completion code, Avaya Workspaces for Elite uses the default completion code set up while creating a campaign strategy.

    Note:

    The option to provide a completion code during an ongoing call is available if the feature is configured by your administrator.

    The default completion code appears on the menu depending on the configuration by your administrator.

  2. On the customer detail widget, to view all customer attributes, click More Information.
  3. On the customer detail widget, to search and edit any additional customer attributes from the calling list, do the following:
    1. In the search () field, type the attribute name.
    2. To edit the attribute, click the corresponding edit () icon.
    3. To update and save the attribute, click the corresponding update () icon.

      Avaya Workspaces for Elite displays the following message:

      Customer Data has been updated successfully

  4. After you click the end call () icon, do the following:

    • Click () to extend the wrap-up time after the customer call.

    • Click () to mark the call as complete.

    • Click () to select an appropriate call completion code.

    • Click () to dial the customer number again.

      Note:

      You can select the phone numbers from the list configured for the contact or type an external number if configured by the administrator.

    • Click () to use the following:

      • Not Ready: To select a Not Ready reason code.

      • Check in DNC: To check if the customer contact number is in the DNC list.

      • Add To DNC: To add the customer contact number to the DNC list.