Avaya Interaction Center User Manual page 60

Chapter 2 Managing Avaya Agent
2 Click the Agents tab (or the tab of a workgroup, if you have one you want to use).
The tenant and workgroups that you belong to, and the agents within these groups, are
displayed in a tree structure in the left side of the window. A house icon represents tenants and
an icon of a folder beside an agent represents workgroups.
3 If the person you are looking for does not belong to this tenant or these workgroups, make an
appropriate selection from the Site drop-down menu. If you are not certain which of these
tenants and workgroups the person belongs to, select All Sites.
4 Navigate through the tree structure on the left. Click on the plus button (+) beside any tenant or
workgroup to display its contents. Use the scroll bars as necessary to see more information.
A red icon of a person represents an agent. There may be two side-by-side icons for an agent.
Agents who have logged in have an agent state, and the first icon indicates that agent state, as
follows:
w Agent head with check mark = Available
Agent head with a yellow X = Aux-work (Busy)
w
Shaded out agent head = Logged-out
w
5 When you find the name of a person you want information about, right-click the name and click
Properties.
The Properties dialog box is displayed for this person.
6 Click the appropriate tab in the Properties dialog box to find the desired information about this
person.
Tip: If you leave the UAD open for awhile, the information may not be current. You can right-
click a workgroup and select Update to update the information in that workgroup. For more
information, see
Filtering Data Displayed in Tabs
You can use the Filter dialog box to modify what you see in the Queues tab and the Agents tab of
the UAD, as follows:
Queues tab – You can filter queues displayed in the Queues tab by media type only. By default,
n
the Queues tab displays only the queues that handle the media that you are currently handling.
For example, if you are currently handling a voice contact, you only see queues of agents who
handle Telephony. If you are currently handling both Voice and Chat, you only see queues for
those two media. If you change your active contact from one media type to another while
displaying the UAD, the queues that you see change to that media type as well.
Agents tabs – You can filter agents displayed in the Agents tab by the media type that they
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handle, their current agent state, and their agent type.
60 Avaya Agent User's Guide
Note: A tenant may be a company, a location (such as New York or Boston), or a
workgroup (such as Sales or Support).
"Updating UAD Information," on page 66.