Displays the following widgets:

• Customer Details: Displays the basic customer contact details such as Account, CRMID, Email, Phone, and Social Handle for non-CRM integrations.

  For CRM integrations, the widget displays Customer Name, Address, ZIP code, and one Custom Field with the basic customer details.

• Interaction Details: Displays participants, originating and destination addresses, created date, channel type, interaction type, state, customer interaction, contact ID, WorkRequest ID, queue name, associated attributes, priority of the interaction, direction, tenant ID, transfer to service, transfer to user, and additional information.

The Destination Address field on the Interaction Details widget displays the route point name.

Agents can view the customer information widgets for all Application Center Administration interactions. All the interaction history details of the customer are displayed on this widget.

Displays the following widgets:

• Chat and Messaging: Displays messages in the chat interaction.

• Quick Text: Displays frequently-used text with information to process the customer’s request through the chat interaction.

• URL templates: Displays URL templates.

You can click the text and URLs to add them to the chat. You can edit the text before adding them to the chat interaction.

This navigation icon is available when a chat interaction card is in focus.

Displays the following widgets:

• Email: Displays the customer email.

• Email Templates: Displays the email templates.

• Quick Text: Displays frequently-used text that you can use to process the customer’s request quickly through an email interaction.

• URL templates: Displays URL templates.

• File templates: Displays file templates.

The customer information is available for any interaction type.

Displays the following widgets:

• Chat and Messaging: Displays messages in the messaging interaction.

• Quick Text: Displays frequently-used text that you can use to process the customer’s request quickly through the messaging interaction.

• URL templates: Displays URL templates.

• File templates: Displays file templates.

Agents can send text messages and images with Reply, Postback, and Link buttons.

During an active messaging interaction, agents can share and view the following types of rich interactive messages:

• Text messages (simple text, text with emojis)

• Carousel

• Messages with action buttons (postback, postback with link, reply)

• Location messages (location, location request)

• File templates: Includes graphical messages and attachments.

The following file attachment types are supported:

3g2, 3gp, 7z, amr, avi, bmp, docx, gif, jpeg, jpg, key, m4a, m4v, mov, mp3, mp4, mpeg, mpg, mpga, numbers, odt, ogg, pages, pdf, png, pps, ppsx, ppt, pptx, txt, wav, webm, webp, wmv, xlsx, xml, webp, jfif, oga, ogv, qt

During an active messaging interaction, agents can receive the following types of rich interactive messages from end-users:

• Text messages and emojis

• Images

• Documents

• Share location

End-users can also view these rich interactive messages.

Reply responses do not have a separate message type. Agents receive them as usual text messages.

This navigation icon is available only when a messaging interaction card is in focus.

Provides a graphical representation of the end-to-end journey of the customer in the following sections:

• Filter: Filters data based on channels.

• Graph: Consists of top and middle timelines.

  • Top timeline: Displays data of the interactions of the end customer with a contact center.

  • Middle timeline: Displays a zoomed view of the top timeline.

• Journey Details: Displays details on an interaction that is present in the middle timeline.

The widget provides relevant transcripts of virtual agent voice, chat, messaging, email, and social media messaging interactions from Facebook, WhatsApp, Instagram, and X (Twitter). For email and messaging interactions, the transcript displays a link where you can view any previously associated attachments.

Provides an access to an external website configured for a screenpop.

Avaya Workspaces displays only those screenpops configured in Application Center Administration. Avaya Workspaces displays screenpops differently depending on different settings configured in Application Center Administration.

If the account administrator has enabled the appropriate configuration in Application Center Administration, after accepting the interaction, the Screenpop feature does one of the following:

• Opens a new browser window with the configured external website.

• Displays the Screenpop widget and then opens any external screenpops that are configured.

Pauses the current voice interaction.

Resumes the current voice interaction.

Pauses the recording of the current voice interaction.

Resumes the recording of the current voice interaction.

Ends the current interaction.

Provides more options for the interaction.

For example, to view more information about the interaction and disposition codes.

Displays the disposition code for the interaction.

Sends message in a chat, email, or messaging interaction.

Displays when an interaction is or was auto-answered.

Transfers an active interaction.

When you click , Avaya Workspaces displays a list enabling you to transfer the contact to another agent.

Transfers a voice interaction to an external number. In the Enter number field, type the number to transfer the voice interaction, and click .

Provides DTMF key inputs for IVR or voicemail.

Agents can mute audio input to prevent customer from listening to undesirable audio.

Resumes audio input.

Agents can view the name of the supervisor who is observing the interaction.

Agents can view the name of the supervisor who is coaching the interaction.

For a voice interaction, the agent can view the supervisor name along with the phone number.

Agents can view the name of the supervisor who has barged into the interaction.

Agents can consult another agent or a supervisor before completing a customer query.

Adds the consulted agent to the interaction and begins a conference between the agent working on the interaction card, the consulted agent, and the customer.