Features available to both the agent and supervisor |
Agent Assist |
Agent Assist widget |
Get quick access to information and other resources during an interaction from the Agent Assist widget. The widget provides an AI generated summary of the conversation and helps you to reply quickly and accurately to the customer using online resources. |
After Contact Work |
After Contact Work |
Perform additional work and review the interaction details after an interaction. In the After Contact Work (ACW) state, you can also view the interaction transcript. If the account administrator enables After Contact Work, you automatically enter the ACW state after the interaction ends. |
Consult |
Consult interactions |
Consult an agent or a supervisor before completing a customer query. After the consultation, you can complete the consult call as a transfer or as a conference. |
Corporate Contacts |
Using corporate contacts in Avaya Workspaces |
Use the Corporate Contacts widget to view Avaya Aura X for Avaya Cloud Office (ACO), Avaya Spaces, and Microsoft Teams contacts and contact groups, make direct and consultation calls to contacts, transfer customer calls, and add contacts to the Favorites list. For the Avaya Aura X for Avaya Cloud Office (ACO) and Microsoft Teams providers, you can also send messages to contacts and chat groups and participate in conversations. |
Customer Journey |
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Use the Customer Journey widget to have a visual representation of customer’s interactions. A complete view of the customer journey across all channels can help to facilitate informed decisions and provide a better customer service. Agents can use the interaction search functionality to view past customer journeys. The interaction search enables agents to filter by activities, date, channels, and identifiers. After the search, agents can choose the customer journey to review from a list of matches. Agents can also review the relevant transcripts of the interactions. |
Digital Library |
Digital Library widgets |
Use the Digital Library widget to respond to interactions quickly with global and queue templates, such as email and quick text templates. |
Disposition codes |
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Select disposition codes for active voice, email, chat, and messaging interactions. The account administrator configures disposition codes, and you can use them to report the outcome of an interaction. |
External calling and outbound emails |
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Call an external number, including PSTN and SIP numbers. You can also send outbound emails during an active customer interaction on the email channel. |
Not Ready reason codes |
Agent states |
In the Agent Details pane, select a reason code for changing your state to Not Ready. You can view the selected reason code next to your state. The Not Ready reason codes also appear in the real-time and historical reports that are available to supervisors. The account administrator configures the reason codes for going into the Not Ready state in Application Center Administration. |
Screenpops |
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Access external web pages during an active voice, email, chat, or messaging interaction. For example, you can access an external website with the information about current currency exchange rates. The account administrator enables and configures access to external web pages. |
Transfer |
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Send an interaction to another queue or directly to an agent or a supervisor. You can also transfer a voice interaction to a number outside of the contact center. |
Real-time reporting |
Real-time reporting overview |
As a user with the Reporting Supervisor role, you can access the Realtime Reporting dashboard to run real-time reports. Using the dashboard, you can monitor up-to-date statistics for your contact center and resources. |
Features available only to the supervisor |
Barge-in |
Barging into an interaction |
As a supervisor, barge into an interaction to help close a sale or interact with the customer. To barge in, you must first observe or coach the interaction. This feature is available only for chat, messaging, and voice interactions. |
Coach |
Coaching an agent |
As a supervisor, coach an agent using the Coach feature. To coach, you must first observe the interaction. This feature is available only for chat, messaging, and voice interactions. |
Forced agent logout and state change |
Agent state transitions |
As a supervisor, change an agent state from Ready to Not Ready to prevent agents from receiving interactions. You can also forcibly log an agent out of Avaya Workspaces and end their session. |
Observe |
Observing an interaction |
As a supervisor, monitor ongoing interactions between an agent and a customer to assess whether intervention is required. This feature is available only for chat, messaging, and voice interactions. |
