Looking Up Information - Avaya Interaction Center User Manual

Chapter 2 Managing Avaya Agent

Looking Up Information

Whether or not you are currently handling contacts, you can use the UAD to look up information
about resources at your company. You may be able to find contact information, such as email
addresses and phone numbers, of other agents, supervisors, external agents, or agents with
particular skills.
This section explains how to look up information in the UAD, under the following topics:
n "Looking Up Queues with the Queues Tab," on page 58
"Looking Up Agents with the Agents Tab," on page 59
n
"Looking Up Agents with the Find Option," on page 62
n
n "Filtering Data Displayed in Tabs," on page 60
"Updating UAD Information," on page 66
n
To display the UAD, click the Directory button on the Avaya Agent. Your UAD may have the
following tabs:
Queues tab – The UAD always has a Queues tab. When this tab is selected, the UAD displays
n
queues. For example, there may be a Hardware Sales queue, a Software Sales queue, a
Hardware Support queue, and a Software Support queue, each containing agents who handle a
particular type of customer.
Agents tab – The UAD on your desktop may or may not have an Agents tab. If the tab is
n
present, it contains lists with many items of information about the Avaya IC users in your
contact center.
Contact list tabs for individual workgroups – Your contact center may have set up contact list
n
tabs in the UAD. Each contact list tab contains information about agents in a specific
workgroup. For each agent, the contact list shows the agent's login name, display name, and
primary email address.
Looking Up Queues with the Queues Tab
The Avaya IC software routes incoming customer contacts to various queues. A queue is a group
of agents with similar skills and knowledge assigned to handle specific types of customer contacts.
For example, there may be a Hardware Sales queue, a Hardware Support queue, a Software Sales
queue, and a Software Support queue, each containing agents who handle a particular type of
customer.
The Queues tab of the UAD lists the queues that administrators at your contact center have set up
in the database and marked for inclusion in the UAD (marked as "addressable"). Queues include
agents enabled to handle a single media type (Voice, Email, or Chat) or the combination of Voice
and Chat.
You use the Queues tab when you want to transfer a voice contact or email contact to a queue. The
transfer will be assigned to the first available agent in that queue. (Chat is the exception. You
cannot transfer a chat contact to a queue.) For information, see
on page 105
58 Avaya Agent User's Guide
or "Transferring a Voice Contact," on page
"Transferring an Email Contact,"
77.