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The application for handling incoming and outgoing customer contacts.
Displays and controls agent's current state and available work.
Performs telephone operations using the computer instead of a physical phone.
Automates outbound calling activities by dialing customer numbers.
Handles email and chat interactions with customers.
Composing and managing email responses and replies.
Interacting with customers through real-time typed messages.
Allows supervisors to monitor agent chat sessions in real-time.
Procedures for starting and ending work sessions in Avaya Agent.
Steps to start the Avaya Agent application and log in.
Managing access to individual communication channels like Email or Chat.
Procedures for ending the Avaya Agent session.
Configuring agent state and channel loads to manage incoming contacts.
Setting agent status to Available, Aux-work, or Init. aux-work.
Manually setting agent state and channel loads for individual channels.
Adjusting the maximum number of concurrent contacts per channel.
Accessing detailed customer data and interaction history.
Searching for agents, queues, and contact information.
Displaying customer information automatically upon contact arrival.
Documenting interaction outcomes and details after a contact.
Procedures for answering and managing voice calls.
Temporarily suspending a call to attend to another contact or task.
Routing a voice contact to another agent or supervisor.
Writing and sending standard replies to customer emails.
Utilizing pre-written text, templates, and URLs in email responses.
Verifying spelling and grammar in email messages.
Procedures for interacting with customers via text chat.
Collaborating with customers by viewing and interacting with Web pages.
Verifying spelling and grammar in chat messages.
Enabling voice communication during a chat session.
Managing multiple chat conversations concurrently.
Creating, editing, and organizing reusable text, email, and URL content.
Configuring display and interaction options for the Web Agent.
Overview of using Avaya Agent for outbound calling activities.
Initial steps for using Outbound Contact Management.
Steps to log in to Outbound Contact via Avaya Agent.
Selecting and starting assigned outbound calling jobs.
Steps for managing calls, including previewing and handling outcomes.
Reviewing customer details before accepting a call.
Ending calls and recording outcomes.
Step-by-step guide for executing an outbound calling job.
Handling customer lists for outbound campaigns and manual dialing.
Procedures for contacting customers using lists and Softphone.
Steps for logging into Siebel Call Center via Avaya Agent.
Handling contacts and linking them to Siebel Call Center records.
Creating and updating contact records in Siebel Call Center.
Linking Avaya IC contacts to Siebel activities and contact records.
The application for handling incoming and outgoing customer contacts.
Displays and controls agent's current state and available work.
Performs telephone operations using the computer instead of a physical phone.
Automates outbound calling activities by dialing customer numbers.
Handles email and chat interactions with customers.
Composing and managing email responses and replies.
Interacting with customers through real-time typed messages.
Allows supervisors to monitor agent chat sessions in real-time.
Procedures for starting and ending work sessions in Avaya Agent.
Steps to start the Avaya Agent application and log in.
Managing access to individual communication channels like Email or Chat.
Procedures for ending the Avaya Agent session.
Configuring agent state and channel loads to manage incoming contacts.
Setting agent status to Available, Aux-work, or Init. aux-work.
Manually setting agent state and channel loads for individual channels.
Adjusting the maximum number of concurrent contacts per channel.
Accessing detailed customer data and interaction history.
Searching for agents, queues, and contact information.
Displaying customer information automatically upon contact arrival.
Documenting interaction outcomes and details after a contact.
Procedures for answering and managing voice calls.
Temporarily suspending a call to attend to another contact or task.
Routing a voice contact to another agent or supervisor.
Writing and sending standard replies to customer emails.
Utilizing pre-written text, templates, and URLs in email responses.
Verifying spelling and grammar in email messages.
Procedures for interacting with customers via text chat.
Collaborating with customers by viewing and interacting with Web pages.
Verifying spelling and grammar in chat messages.
Enabling voice communication during a chat session.
Managing multiple chat conversations concurrently.
Creating, editing, and organizing reusable text, email, and URL content.
Configuring display and interaction options for the Web Agent.
Overview of using Avaya Agent for outbound calling activities.
Initial steps for using Outbound Contact Management.
Steps to log in to Outbound Contact via Avaya Agent.
Selecting and starting assigned outbound calling jobs.
Steps for managing calls, including previewing and handling outcomes.
Reviewing customer details before accepting a call.
Ending calls and recording outcomes.
Step-by-step guide for executing an outbound calling job.
Handling customer lists for outbound campaigns and manual dialing.
Procedures for contacting customers using lists and Softphone.
Steps for logging into Siebel Call Center via Avaya Agent.
Handling contacts and linking them to Siebel Call Center records.
Creating and updating contact records in Siebel Call Center.
Linking Avaya IC contacts to Siebel activities and contact records.
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