Avaya Workspaces supports the Consult feature. Agents can send a consult request to a supervisor or other agents to seek assistance during a customer interaction. Agents can also send a consult request to internal or external users or service queues. For example, for finance-related customer queries, agents can send a consult request to the Finance queue to seek assistance from the finance department. Here, the consulting agent is the agent who sends the consult request to receive assistance, and the consulted agent is the agent who gets the consult request and assists the consulting agent.

During the consultation, agents can perform the following actions:

• Put the customer call on hold.

• Move between calls.

• Transfer or disconnect from the consultation or remain in the conference call.

• Resume the customer call.

If an agent receiving a consultation call is unavailable or does not answer the call within the RONA timeout period, the call remains on hold in the queue until a consulted agent is available. If the consulting or consulted agent or the external user cancels the consult request, the consulting agent returns to the call with the customer.

After receiving a consultation from another agent, the consulting agent can complete the consultation call as a transfer or a conference. Avaya Experience Platform™ Public Cloud completes the call using the caller's country code.

Six-way conferencing

Consulting agents can add one or more other agents, supervisors, or external users to a consultation call. As Avaya Workspaces supports six-way conferencing, consulting agents can add upto six parties to the call.

Consult complete as transfer

After a consultation call, the consulting agents can transfer a customer interaction to other agents, supervisors, or external numbers. After the transfer is complete, the consulting agent drops from the call with the customer. The agents or supervisors receiving the consultation call request join the call with the customer. If the consulted agents, supervisors, or external users are unavailable for the call, the consulting agent can cancel the consult request and return to the call with the customer.

Consult complete as conference

The consulting agents can complete the consultation call as a conference. After completing the consultation call, the customer automatically joins the conference with the consulting agent and the consulted agents, supervisors, or external users. If the consulted agents, supervisors, or external users are unavailable for the call, the consulting agent can cancel the consult request and return to the call with the customer.

Customer Journey support for consult interactions

Customer Journey sequentially records all consult call events, including consult conferences and consult transfers to users, queues, and external numbers.

In the Customer Journey and Interaction Search widgets, agents and supervisors can click to view the name of the consulting agent, the names of the consulted agents or queues, the duration of activity between agents or queues, the activity start timestamp, agent held time, and the total customer held time for an engagement.

Agents and supervisors can access the recorded data under the following scenarios:

• If the consulting agent completes the consultation call as a transfer, only the consulted agents or supervisors can view the recorded data for the customer interaction.

• If the consulting agent completes the consultation call as a conference, the consulting and the consulted agents or supervisors can view the recorded data for the customer interaction.

• If the consulting agent resumes the customer call after the consultation, only the consulting agent can view the recorded data for the customer interaction.