Avaya NN44400-114 manual New in this release, Features

New in this release

The following sections detail what is new in the Avaya Aura™ Agent Desktop User Guide (NN44400-114).

•Features (page 7)

•Other changes (page 10)

Features

See the following sections for information about feature changes:

•Improved user interface (page 7)

•Multiplicity (page 7)

•New contact types (page 8)

•Agent statistics (page 8)

•E-mail editor improvements (page 8)

•E-mail auto suggest (page 9)

•New usage modes (page 9)

•Web communications improvements (page 10)

Improved user interface

The main Avaya Aura™ Agent Desktop user interface is based on a work item paradigm. Each agent-to-customer interaction is a work item. Work items appear on the Agent Desktop work list. If you perform another interaction associated with that work item (for example an IM consultation with an expert), then that interaction is displayed as part of the original work item.

The work list window contains work items and buttons corresponding to the work item. The buttons and functions change depending on the items in the work list window. When a new contact arrives, Agent Desktop adds the new contact to the work list.

•A work item is a unit of work that is a collection of interactions with other parties. The party can be a customer, another agent, a supervisor or an expert.

•A work list is a collection of work items.

Multiplicity

Agents who handle real-time voice contacts require dedicated interaction between an agent and customer. To increase agent productivity for non real-time contacts, agents can use Contact Center to simultaneously handle multiple contacts.

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