Supervisor observe with Avaya Experience Platform (On-Prem + Connect)

최근 업데이트 : Jul 22, 2024 |

Supervisors can use the following to observe the ongoing interactions between agents and customers to assess whether to intervene:

  • Existing on-premise clients, such as Avaya one-X® Agent, Avaya Agent for Desktop (H.323), or CTI desktop with a 96x1 H.323 phone

  • Avaya Workspaces

A supervisor can observe an agent if the communication profile assigned to the supervisor is only a SIP profile. A supervisor cannot observe an agent if the communication profile assigned to the supervisor is one of the following:

  • Only an E.164 profile.

  • If the E.164 profile is set as the default profile, when both E.164 and SIP profiles are available.

For the supervisor to observe an agent from Avaya Workspaces, ensure that the system administrator configures the Button Feature and sip-sobsrv fields in System Manager to provision the Supervisor Observe feature button.

Ensure that the account administrator in Avaya Experience Platform™ Public Cloud assigns the supervisor as the owner of a group of agents that the supervisor is going to observe in Avaya Experience Platform™ (On-Prem + Connect). For more information about groups, see User groups.