Agent Workspace field descriptions

Last Updated : Jul 10, 2023 |
Prolog information
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Agent toolbar

Name
Description
Enter phone number
To enter a phone number to make a voice call. The options are:
  • Type digits in the Phone number field and click the Call icon (Call).
  • Click the Redial icon (Redial) to dial the last dialed number.
Agent name
To access the following options, click Start Work or Start Work & Go Ready. The visual cue below the toolbar changes to green. You can then begin working on interactions.
  • After Contact Work: To request for after contact work time to process the results of an interaction.
    An agent can use Agent Desktop to enter an After Call Work (ACW) mode either while working on a contact, or immediately after the releasing the contact.
    When you change the state to After Contact Work, the visual cue below the toolbar changes to blue.
  • Go Not Ready: To indicate that you are not ready to take a call. The options for the Not Ready state depend on the reason codes configured through Avaya Control Manager.
    No interactions are routed to you when you are in the Not Ready state.
    When you change the state to Not Ready, the visual cue below the toolbar changes to yellow.
  • Go Ready: To indicate that you are available to receive interactions.
    The Go Ready option is available only after you click Not Ready or After Contact Work. Go Ready is unavailable on the first login.
    When you change the state from Not Ready to Ready, the yellow line below the toolbar changes to green.
  • Finish Work: To indicate that you have completed work for the day.
    When you click Finish Work, the visual cue below the toolbar changes to grey.
  • Exit: To log out and exit Avaya Workspaces. The exit screen appears. If single sign-on (SSO) is enabled and you want to immediately log on to Avaya Workspaces again, click Click here if you wish to return to return to the Activate Agent screen.
    The Exit option is available only after you click Finish Work.

Agent toolbar

Icon
Name
Description
Call
To call the number you provide.
Call supervisor
To call the supervisor.
Interaction logs
View Interaction logs.
Interaction logs display the last 15 interactions, which includes incoming, outgoing, and missed interactions. Avaya Workspaces provides options for call back and clears these logs when the Agent logs out.
Notification logs
View Notification logs.
Notification logs display the last 15 notifications. Avaya Workspaces clears these notifications after 24 hours.
Address book
To view the address book.

Interaction area

Icon
Name
Description
Inbound voice interaction
To indicate an inbound voice interaction.
Outbound voice interaction
To indicate an outbound voice interaction.
Alerting voice interaction
Indicates an alerting voice interaction.
Alerting video interaction
Indicates an alerting video interaction.
Accept call
To accept an inbound voice call.
Hold/Resume interaction
To pause or resume the current interaction.
  • When an active interaction goes on hold, the interaction card becomes blue.
  • When an interaction on hold becomes active, the interaction card becomes green.
DTMF dial
To provide DTMF key inputs for IVR or voicemail.
The DTMF dial keypads are available for all call types such as PSTN, WebVoice, and WebVideo.
More
To provide more options for the interaction.
Transfer
To transfer an active interaction to another agent.
When you click the Transfer icon (Transfer), Avaya Workspaces displays a field to type the extension to which you want to transfer the interaction.
Consult
To add another agent to the interaction.
When you click the Consult icon (Consult), Avaya Workspaces displays a field to type the extension of the agent whom you want to add to the interaction.
Complete as Transfer
To transfer an active interaction to the agent who is consulted.
This button is visible only while making a consult call.
Complete as Conference
To add the consulted agent to the interaction.
This button is visible only while making a consult call.
End
Ends the current interaction.
Force End
Terminates the stuck interaction.
You can expand the navigation menu to see the description of the icons when required.
Icon
Name
Description
Welcome Page
To view the following widgets:
  • The Team widget that provides the list of team members and a search field.
  • The Welcome widget that displays the company webpage.
Customer Details
To view the following widgets:
  • The Interaction Details widget that displays the customer interaction channel, originating address and destination address, and time when the interaction began.
  • Customer Details widget.
Screenpop
To view the Screenpop widget.
The Screenpop widget displays external web content that you can use to complete the customer interaction. The administrator must configure the Screenpop widget on Avaya Control Manager.
If the external web content is from a non-secure source, the content can be blocked from being displayed in Avaya Workspaces.
Important:
To view content that is sourced from HTTP sources when accessing the client over HTTPS, you must configure your browser to accept non-secure content.
My Agents
To view the list of agents in the supervisor team and information about the agent state and interactions. Use this widget to use the broadcast message icon (), to play broadcast messages to agents. This message is displayed as a toast notification.
These icons are available for supervisors only.
Settings
To view the Settings widget.
Help
To view help content about the Avaya Workspaces application.