Chapter 2 Managing Avaya Agent
56 Avaya Agent User’s Guide
2 Click EDUViewer - Reload Layouts from the menu.
The revised templates are loaded onto your system.
3 Click OK.
Using the Unified Agent Directory
The Unified Agent Directory (UAD) is a directory full of information about resources in your
contact center. Depending on the set-up at your company, the UAD may contain information about
the following:
n
Queues, which are groups of agents with certain similar skills or knowledge that are used for
routing contacts
n
Agents, including:
w
Administrators
w
Supervisors
w
External agents, who are people, usually outside of your company, who possess special
knowledge or skills
w
Agents with particular skills, such as speaking other languages or knowing a particular
operating system
w
“Devices” that handle customers automatically, such as IVRs (Interactive Voice Response
Units)
The UAD offers several methods of looking up information, such as using the Find dialog box to
do a search for specific types of agents and saving your search as a new tab on the UAD. It is a
good idea to become familiar with these methods. See “Looking Up Information,” on page 58.
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