What is Agent Desktop?

An agent desktop is an intuitive tool that enables agents to communicate with customers. It allows the agent to make and transfer a call, put the customer on hold and also to terminate the call. These are the most basic features of an agent desktop.

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What is Agent in Avaya?

Avaya Agent for Desktop is a contact center agent client application. As an agent, you can use Avaya Agent for Desktop for handling incoming and outgoing calls, changing work states, and managing other UI controls. As an administrator, you can manage Avaya Agent for Desktop configurations and settings.

What is unified Agent Desktop?

Unified Desktop is an agent interface that also displays an integrated knowledge base to help agents address queries in a more seamless manner without routing the calls to another agent or keeping the customer on hold to discuss with another agent or supervisor.

Is Agent desktop a CRM?

Boost Agent Productivity With integration to the most popular CRMs Agent Desktop provides agents with a complete view of the customer journey and timely information when customers reach out to the contact center.

What is Genesys Agent desktop?

The Agent Desktop Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems. Supervisors can use Workspace to monitor and coach their teams.

How do I add an agent to Avaya?

For information about configuring agents and adding agent profiles, see Using the Avaya IP Office Contact Center Configuration and User Interface Configuration Modules ….Procedure

In the Agent groups tab, click Create.
Enter the required settings.
Click OK.

How do I disable Blue Coat Unified Agent?

Resolution

Log in to Portal.Threatpulse.com.
Select Service Mode > Mobility > Unified Agent.
In the Unified Agent, Settings are located “Allow the agent to be disabled by end user” option.

What is WWE in Genesys?

WWE is deployed as part of the Genesys Web Services Kubernetes Services. Client users (agents) use a web browser running the Workspace Agent Desktop to access Workspace Web Edition (WWE), Genesys Web Services (GWS), Genesys Authentication Service (Gauth), and WebRTC containers through the inbound gateway.

What is the Avaya app?

Avaya Cloud Office App for PC, Mac, Android, iOS – Message, Call, Meet in one place. Work from anywhere with the Avaya Cloud Office app. It’s got everything you need to stay connected: team messaging, video meetings and phone – all in one app.

How does Avaya IX workplace work?

Avaya IX Collaboration is a cloud-based team collaboration and meeting app that seamlessly integrates voice, video, tasks, sharing and more into one easy to use application that you can access from anywhere. It is fully integrated into Avaya IX Workplace and accessible with a single touch.

How do I set up my Avaya IX Work app?

Setting up Avaya IX Workplace for Android (Softphone)

In the setup wizard, accept the prompts to allow the app to make and manage calls, access your microphone, etc.
Accept the software license.
Choose “configure my account”
Select the gear in the upper left corner to enter Settings.
Click “Use a Web Address”

How do I create an agent group in Avaya CMS?

To create agent groups, perform the following actions: In the Agent groups tab, click Create….Procedure

In the Telephone tab, click Create.
If prompted, select a PBX line for the telephone.
On the Create window, in Start no., enter the new telephone extension for the agent.
Click OK.

What is Blue Coat Unified agent used for?

The BlueCoat Unified Agent has been built to provide security on the cloud. The Unified Agent client monitors the Internet Breakout IP being used by the user and switches from Active to Passive mode or vice versa depending on the company policy. For example a company might have on-premise proxy servers.

How do I use Genesys on my phone?

In the Genesys Softphone window, click the Calls tab and perform any of the following operations:

Answer an incoming call—click the button of an alerting call to answer.
Hold a call—when you switch to another call, the currently active call is placed on hold.