Observing an interaction

上次更新时间 : Jun 15, 2023 |

About this task

Supervisors can monitor ongoing interactions between an agent and a customer to assess whether intervention is required. Supervisors can scroll to see all the messages between the agent and customer for the active interaction. The interaction card has an observe indicator which shows agents that the interaction is observed.

Note:

The supervisor can only observe the agent. However, they cannot intervene during the interaction. Multiple supervisors cannot observe the same interaction simultaneously. Only one supervisor can observe an interaction at a time.

This feature is available only for chat, messaging, and voice interactions. Supervisors can observe agents, but agents cannot observe other agents.

If the agent being observed transfers the interaction, Avaya Workspaces ends the observed session.

For a voice interaction, supervisors can monitor the incoming calls routed to agents or the outgoing calls initiated by agents. Supervisors can observe only one active voice call at a time. Supervisors cannot observe a consult call. To avail the consult feature, contact Avaya Support.

Before you begin

The account administrators must configure the My Agents widget in Application Center Administration. Supervisors can then view the My Agents widget in the Avaya Workspaces toolbar, For more information about configuring the My Agents widget, see Configuring the My Agents widget.

The supervisor must click the Start Work button on the top toolbar before observing interactions. Otherwise, the Observe icon is disabled.

Procedure

  1. On the top toolbar, click the My Agents icon.

    Avaya Workspaces displays the list of agents in the team with the agent ID, station ID, channels, groups, status, agent connection state, and contact.

  2. To find an agent, do one of the following:

    • Scroll through the list of agents.

    • Type the name of the agent in the search field.

    • Select appropriate values in the Channel, Group, or Status fields.

  3. In the row with the agent name, click the Observe icon.

    Supervisor can select the agent who are working on active interactions.

    The supervisor can now see the agent's chat or message with the customer, but cannot send messages or media to the customer or the agent while observing. For a voice interaction, supervisors can listen to the real-time voice conversation between the agent and the customer.

    To stop observing an interaction, click the Stop Observing icon.

Related information
Observing an Interaction