The following tables briefly summarize some of the key features of the Avaya Workspaces for Call Center Elite solution, and features available to Avaya Workspaces for Call Center Elite agents and supervisors that handle voice interactions.
Key features
Name
Description
Zero-footprint thin client
Provides direct access to agents with capabilities that the organization deems appropriate for defined roles. It enforces minimal client-side logic and minimal administrative burden.
Modern and responsive design
Supports a variety of screen sizes and device form factors enabling agents and supervisors to re-size the browser window with consequent automatic content adjustment.
Single desktop for all contact center applications
Provides a consolidation layer through which Avaya customers can show existing services such as CRM or Knowledge Management to agents and supervisors. The Avaya Workspaces open interface presents services from any vendor to agents in context through the same interface.
Integration with Avaya Workforce Engagement Select
Displays widgets from Avaya Workforce Engagement Select to provide controls to playback, start, pause, and resume recording of the interaction in progress. This integration also provides features such as multichannel recording, live monitoring, quality management, and performance management.
Future potential
Provides an option to embed Avaya Workspaces interactions in a HTML5–supported external canvas without losing functionality.
Extensibility
Accommodates contact center changes and new capabilities with no change to existing functionality and with no or limited downtime.
Support for major platforms
Supports browsers such as Google Chrome, Safari, and Microsoft Edge.
Agent and Supervisor features
Features
Description
Agent
Supervisor
Receive interaction
Accept interactions with a single click.
Yes
Yes
Hold or resume the interaction
Put active interactions on hold when another interaction with higher priority needs to be attended.
Yes
Yes
Auto answer
Supports Auto answering all interactions. The agent has a visual indication that an alerting contact is auto-answered.
Yes
Yes
Consult another agent
Call another agent to seek advise about an interaction.
Yes
Yes
Transfer the interaction to another agent
Send the interaction to another agent’s interaction area.
Yes
Yes
Add another agent to the interaction
Add another agent to the interaction and create a conference if you determine that the other agent can contribute to resolving the customer interaction.
Yes
Yes
Address book
Search for contacts in your address book. You can retrieve contacts in your team, from an enterprise directory using LDAP, or from Salesforce. For information about configuring LDAP integration, see Deploying Avaya Workspaces for Call Center Elite.
Yes
Yes
Record AUX codes for reporting
Select from the configured AUX codes to report the type of work done during the interaction.
Yes
Yes
View customer journey
View a visual representation of a customer’s interactions. Every point in the customer journey is visualized by an interaction. This feature is an optional add-on, and requires custom integration.
Yes
Yes
Screen-pops
Access external webpages so that agents can complete their tasks. For example, access to external websites with information such as current currency exchange rates.
Yes
Yes
Set timed after contact work
Use the Timed After Call work for hunt group on Communication Manager to record the time spent on activities that are done after the interaction ends.
Yes
Yes
Monitor Agents
Monitor agent states, work items, and performance.
No
Yes
Change state of an agent
Change the state of an agent in your team or in additional group. For example, a supervisor can change the agent’s state to Not Ready or Logged Out to prevent calls being routed to that agent.
No
Yes
Broadcast messages to agents
Supervisors can send a broadcast message to their agents.
