Using Avaya Social Connections for

Avaya Experience Platform™

October 2, 2024
Using Avaya Social Connections for Avaya Experience Platform™

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October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™
Notices

Notices
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October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 3
Notices

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October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 4
Notices

Third Party Components

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STANDARD (“AVC VIDEO”) AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER
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Preventing Toll Fraud

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October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 5
Notices

Suspected Avaya product security vulnerabilities are handled per the Avaya Product Security Support Flow
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Downloading Documentation
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such successor site as designated by Avaya.

Contact Avaya Support

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October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 6
Introduction

Introduction

Purpose
This document is intended for contact center agents who can use it to interact with customers on social media
for enhanced user experience.

Change history
Issue Date Summary of changes

Renamed the Messaging widget

and Chat Widget to Chat and
9 July 26, 2024
Messaging widget in all relevant
topics.

Added information about

notifications for story mentions,
deleted messages, and expired
stories in Instagram messaging at:
8 February 23, 2024
• Working on an
Instagram interaction
• Instagram direct
messaging

Added information about message

loss instances at:

• Facebook direct
7 February 9, 2024
messaging
• WhatsApp messaging
• Instagram direct
messaging

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 7
Introduction

Issue Date Summary of changes

• X (formerly Twitter)
direct messaging

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 8
Avaya Social Connections overview

Avaya Social Connections overview

Avaya Social Connections on Avaya Workspaces for Avaya Experience Platform™ enhances the agent's
social interaction experience through monitored social media accounts.

Figure : 1. Example of a messaging interaction on Twitter

Contact center agents can view their customer interactions in the Chat and Messaging widget of Avaya
Workspaces. Agents can view details such as customer name, new messages, and messaging history. They
can respond to customer direct messages and transfer interactions to another agent or supervisor. Agents can
also view an avatar if it is available.

Agents can use the Digital Library to send rich-text messages to their customers.

Supported browsers
Avaya Social Connections supports all the browser versions that Avaya Workspaces supports.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 9
Avaya Social Connections overview

For information about the supported browsers for Avaya Social Connections, see Supported browsers.

Supported agent actions

An agent can perform the following actions while interacting with customers on social media accounts:

Icon Action

To select the required emoji from the emoji window.

To view the customer's contact details.

To view the customer journey.

To transfer an interaction to another agent or queue.

To view the list of participants involved in the

interaction.

To open as a screenpop in a new browser window.

To access the Disposition Codes menu. You can

enter disposition codes to report the outcome of an
interaction.

To end an interaction.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 10
Managing social interactions

Managing social interactions

Facebook direct messaging

Avaya Workspaces supports messaging interactions between agents and customers on the Facebook social
media account channel.

You can add attachments to messages, such as graphics, video, and audio files.

If Avaya Experience Platform™ identifies a file as unsafe during a file scan, it deletes the file. For additional
information about supported file types, see File attachments in social media messaging interactions.

You can use the Avaya Workspaces capabilities for all Facebook direct messaging interactions. You can use
preconfigured rich interactive messages from the Digital Library, such as text messages with emojis, URL
templates, or file templates.

Other messaging capabilities include viewing customer journeys and transferring the interaction to another
agent, agent queue, or supervisor. Your supervisor can also coach you during the interaction. While observing
an interaction, a supervisor can also barge into the interaction if necessary.

When a customer sends a new message on a social media messaging channel, Avaya Workspaces
establishes a messaging contact again with the same agent.

Caution:
Inbound and outbound message loss may occur during the upgrade or rollback of Avaya Social Connections
services. Resend the lost message after the upgrade, rollback, or other outages. If you think the customer's
side experienced the message loss, notify the customer about the service maintenance and request them to
resend their message.

Working on a Facebook interaction

About this task

You can view the messaging conversation with the customer from the Chat and Messaging widget. The widget
displays the Facebook message with the Facebook logo. The Contact Details pane of Customer Journey
displays the Facebook ID.

Avaya Workspaces displays the customer and agent messages in different colors so the agents can
differentiate between the messages.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 11
Managing social interactions

Procedure
1. When you get a messaging interaction card, click to accept it.
Avaya Workspaces displays the Chat and Messaging widget.
2. In the Message customer field, type your message and click or press Enter.
The maximum number of words in a message is 2,000 words.
3. Optional To use an emoji, click and select the required emoji from the emoji window.
4. Optional To use an interactive message from the Digital Library widget, click the required option.
5. Click to close the messaging interaction card.

WhatsApp messaging
Avaya Workspaces supports messaging interactions between agents and customers on the WhatsApp social
media account channel. Agents can use different types of WhatsApp templates in their messaging interactions
with contact center customers.

Agents can use one of the following template types:

• Plain text
• Button
• Macro
• Media

You can add attachments to messages, such as graphics, video, audio, and other document files.

If Avaya Experience Platform™ identifies a file as unsafe during a file scan, it deletes the file. For additional
information about supported file types, see File attachments in social media messaging interactions.

You can use the Avaya Workspaces capabilities for all WhatsApp messaging interactions. For example, you
can view customer journeys or transfer an interaction to another agent, agent queue, or supervisor. Your
supervisor can also coach you during the interaction. While observing an interaction, a supervisor can also
barge into the interaction if necessary.

Caution:
Inbound and outbound message loss may occur during the upgrade or rollback of Avaya Social Connections
services. Resend the lost message after the upgrade, rollback, or other outages. If you think the customer's

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 12
Managing social interactions

side experienced the message loss, notify the customer about the service maintenance and request them to
resend their message.

Working on a WhatsApp interaction

About this task

You can view WhatsApp interactions with customers on the Chat and Messaging widget. The widget displays
all WhatsApp interactions with a WhatsApp logo. The Contact Details pane of Customer Journey displays the
customer identifiers associated with the WhatsApp business account, such as phone number and email
address.

Avaya Workspaces displays the customer and agent messages in different colors so the agents can
differentiate between the messages.

Figure : 1. Example of a WhatsApp macro template

If an agent does not respond to a customer within 24 hours of the customer's last message, the agent cannot
respond in the same engagement. Avaya Workspaces disables the text field in the Chat and Messaging widget
and displays the following message:

24hrs passed since last message from customer.

The agent must use a new WhatsApp template from the Digital Library widget to send a message to the
customer.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 13
Managing social interactions

Procedure
1. When you get a messaging interaction card, click to accept it.
Avaya Workspaces displays the Chat and Messaging widget.
2. To send a plain text message, in the Message customer field, type your message and click or press the
Enter key.
The maximum word limit for a message is 2,000 words.
The Chat and Messaging widget displays the message that you sent.
3. To send a button message, from WhatsApp Templates in the Digital Library widget, click the required
button template, and click .
The Chat and Messaging widget displays the buttons in the selected template.
4. To send a macro message, from WhatsApp Templates in the Digital Library widget, click the required
macro template.
The Chat and Messaging widget displays the macros available in the template.
5. Select the required macros in the template.
You can select a macro of your choice. For example, select Text, Currency, or Date.
6. Update the fields corresponding to the selected macro and click .
For example, if you select Currency, in the corresponding fields, you can select the currency type, for
example, USD. Finally, enter the currency amount.

Note:
When you add text in the macro header, ensure that the text does not exceed the limit of 60 characters.
7. To send a media message, from WhatsApp Templates in the Digital Library widget, click the required media
template.
• To send an image, select an image media template.
• To send a video, select a video media template.
• To send a document, select a file media template.
8. Optional To use an emoji, click and select the required emoji from the emoji window.
9. Click to close the messaging interaction card.

Instagram direct messaging

Avaya Workspaces supports messaging interactions between customers and agents on the Instagram social
media account channel.

You can add attachments to messages, such as graphics, video, audio, and other document files.

Note:
A media attachment cannot be retrieved if the sender deletes it or if it expires (for story mentions).

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 14
Managing social interactions

If Avaya Experience Platform™ identifies a file as unsafe during a file scan, it deletes the file. For additional
information about supported file types, see File attachments in social media messaging interactions.

If a customer mentions your Instagram account in their stories, you receive a message notifying you about the
mention. Click the message to view the story. You receive the mentions in your interactions if:

• The Instagram account of the customer is public.

• The Instagram account of the customer is private but you follow their account.

These stories expire in 24 hours or can even be deleted by the customer before that. In such a case, you
cannot access the media from the story again as Avaya Experience Platform™ displays this media without
downloading or storing it.

You can use the Avaya Workspaces capabilities for all Instagram direct messaging interactions. For example,
you can view customer journeys or transfer an interaction to another agent, agent queue, or supervisor. Your
supervisor can also coach you during the interaction. While observing an interaction, a supervisor can also
barge into the interaction if necessary.

If a customer sends a message from a mobile app, they can later delete or unsend a text message or a media
message after sending it. When a message is deleted, you receive a message notifying you that the message
is deleted instead of the actual message.

Caution:
Inbound and outbound message loss may occur during the upgrade or rollback of Avaya Social Connections
services. Resend the lost message after the upgrade, rollback, or other outages. If you think the customer's
side experienced the message loss, notify the customer about the service maintenance and request them to
resend their message.

Working on an Instagram interaction

About this task

You can view Instagram interactions with customers on the Chat and Messaging widget. The widget displays
all Instagram interactions with the Instagram logo. The Contact Details pane of Customer Journey displays the
customer identifiers associated with the Instagram business account, such as phone number and email
address.

Avaya Workspaces displays the customer and agent messages in different colors so the agents can
differentiate between the messages.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 15
Managing social interactions

Procedure
1. When you get a messaging interaction card, click to accept it.
Avaya Workspaces displays the Chat and Messaging widget.
2. To send a plain text message, in the Message customer field, type your message and click or press the
Enter key.
The maximum word limit for a message is 2,000 words.
The Chat and Messaging widget displays the message that you sent.
3. To send an attachment, select the file from your device and click .
The Chat and Messaging widget displays the selected file, such as an image or a video, in the Chat and
Messaging widget.
4. Optional To use an emoji, click and select the required emoji from the emoji window.
5. Optional To open the story mentioning your Instagram account, click the message notifying about the
mention.
6. Click to close the messaging interaction card.

X (formerly Twitter) direct messaging

Avaya Workspaces supports messaging interactions between agents and customers on the X (formerly
Twitter) social media account channel.

You can add attachments to messages, such as images and video files.

If Avaya Experience Platform™ identifies a file as unsafe during a file scan, it deletes the file. For additional
information about supported file types, see File attachments in social media messaging interactions.

You can use the Avaya Workspaces capabilities for all X (formerly Twitter) direct messaging interactions. You
can use preconfigured, interactive messages from the Digital Library, such as a text with emojis, URL
templates, or file templates.

Caution:
Inbound and outbound message loss may occur during the upgrade or rollback of Avaya Social Connections
services. Resend the lost message after the upgrade, rollback, or other outages. If you think the customer's
side experienced the message loss, notify the customer about the service maintenance and request them to
resend their message.

Working on a X (formerly Twitter) interaction

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 16
Managing social interactions

About this task

You can view X (formerly Twitter) interactions with customers on the Chat and Messaging widget. The widget
displays all X (formerly Twitter) interactions with the X (formerly Twitter) logo. The Contact Details pane of
Customer Journey displays the customer identifiers associated with the X (formerly Twitter) business account,
such as a phone number and email address.

Avaya Workspaces displays the customer and agent messages in different colors so the agents can
differentiate between the messages.

Procedure
1. When you get a messaging interaction card, click to accept it.
Avaya Workspaces displays the Chat and Messaging widget.
2. In the Message customer field, type your message and click or press the Enter key.
The maximum word limit for a message is 10,000 words.
3. Optional To use an emoji, click and select the required emoji from the emoji popup.
4. Optional To use a message template from the Digital Library widget, click the required option.
5. Click to close the social media contact.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 17
Resources

Resources

Resources for Avaya Experience Platform™

Documentation

Related documents and videos

Use the document or
Title Available at: Audience
videos to:

Overview

Know about tested • Business

product characteristics
partners
and capabilities, including
product overview and • Implementation
Avaya Experience Avaya Experience
Platform™ Solution Platform™ Solution
feature descriptions, engineers
interoperability, • Sales engineers
Description Description
performance
specifications, security, • Solution
and licensing architects
requirements.

Implementing

• Account
administrators
Configuring Workflows for Workflows overview for Create, edit, and manage
Avaya Experience Avaya Experience workflows for Avaya
• Business
Platform™ Platform™ Experience Platform™. analysts
• Developers

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 18
Resources

Use the document or

Title Available at: Audience
videos to:

Administering

• Account
Administering Avaya Administering Avaya Administer Avaya administrators
Experience Platform™ Experience Platform™ Experience Platform™. • Supervisors

Using

Use the features and • Agents

Using Avaya Workspaces Using Avaya Workspaces
capabilities of Avaya
for Avaya Experience for Avaya Experience • Supervisors
Workspaces for Avaya
Platform™ Platform™
Experience Platform™.

• Account
Use the features and administrators
Using Analytics for Avaya Using Analytics for Avaya capabilities of Avaya • Report
Experience Platform™ Experience Platform™ Analytics™ for Avaya designers
Experience Platform™.
• Supervisors

Integrating

Configure and administer • Account

the features and administrators
Administering Avaya Administering Avaya
capabilities of the
Workspaces for CRM for Workspaces for CRM for
Customer Relationship
• CRM
Avaya Experience Avaya Experience administrators
Management (CRM)
Platform™ Platform™
integrations for Avaya • Developers
Experience Platform™.

Use the features and

capabilities of the • Agents
Using Avaya Workspaces Using Avaya Workspaces
Customer Relationship
for CRM for Avaya for CRM for Avaya • Supervisors
Management (CRM)
Experience Platform™ Experience Platform™
integrations for Avaya
Experience Platform™.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 19
Resources

Use the document or

Title Available at: Audience
videos to:

• Account
Deploy the features and administrators
Deploying Preview Deploying Preview
Dialing for Avaya Dialing for Avaya
capabilities of Preview • Implementation
Dialing in Avaya engineers
Experience Platform™ Experience Platform™
Experience Platform™.
• Sales engineers

• Account
Configure and administer administrators
Configuring Preview Configuring Preview the features and
Dialing for Avaya Dialing for Avaya capabilities of Preview
• Implementation
Experience Platform™ Experience Platform™ Dialing in Avaya engineers
Experience Platform™. • Sales engineers

Use the features and • Agents

Using Preview Dialing in Using Preview Dialing in capabilities of Preview
Avaya Workspaces Avaya Workspaces Dialing in Avaya • Supervisors
Experience Platform™.

• Account
Configure and administer
the features and administrators
Configuring corporate Configuring corporate
contacts for Avaya contacts for Avaya
capabilities of the • Implementation
Corporate Contacts engineers
Workspaces Workspaces
widget in Avaya
Experience Platform™. • Sales engineers

Use the features and

capabilities of the • Agents
Using corporate contacts Using corporate contacts
Corporate Contacts • Supervisors
in Avaya Workspaces in Avaya Workspaces
widget in Avaya
Workspaces.

Configure Avaya Social

Connections to add
Configuring Avaya Social Configuring Avaya Social
administrators and social
Connections for Avaya Connections for Avaya Account administrators
media accounts, and
Experience Platform™ Experience Platform™
manage social media
customers.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 20
Resources

Use the document or

Title Available at: Audience
videos to:

Using Avaya Social Using Avaya Social Interact with customers • Agents
Connections for Avaya Connections for Avaya through monitored social • Supervisors
Experience Platform™ Experience Platform™ media accounts.

Verint Workforce Engagement documents

Avaya Experience • Administrators

Configure and administer
Platform™ Workforce • Implementation
the features and
Engagement: Desktop
Avaya Support link capabilities of client engineers
Applications Deployment
applications installed on
Reference and • Sales engineers
end-user workstations.
Installation Guide

Configure and administer • Administrators

Avaya Experience the features and • Implementation
Platform™ Workforce capabilities of Avaya
Avaya Support link engineers
Engagement: Real-Time Experience Platform™
Agent Assist Setup Guide Workforce Engagement • Sales engineers
Real-Time Agent Assist.

Avaya Experience Understand the

Platform™ Workforce technology, networking, • Administrators
Engagement: and security • Implementation
Technology, Security, and Avaya Support link requirements for engineers
Network Integration connecting to Avaya
• Sales engineers
Deployment Reference Experience Platform™
Guide Workforce Engagement.

Use the features and • Administrators

capabilities of the Avaya • Implementation
Avaya Experience
Experience
Management™ Getting Avaya Support link engineers
Management™
Started Guide
application for the first • Sales engineers
time.

Videos

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 21
Resources

Use the document or

Title Available at: Audience
videos to:

Avaya Experience • Account

Platform™ Application Getting started with Administer Avaya administrators
Center Administration Administration Center Experience Platform™. • Supervisors
Videos

• Account
administrators
Orchestration Videos
Getting started with
Manage workflows.
• Business
Orchestration analysts
• Developers

• Account
Manage the features and administrators
Avaya Experience
Platform™ Automation
Getting started with capabilities of Automation • Business
Automation for Avaya Experience analysts
Videos
Platform™.
• Developers

Configure and administer

Administering Avaya Administering Avaya the features and
Proactive Outreach and Proactive Outreach and capabilities of Avaya
Account administrators
Preview Dialing for Avaya Preview Dialing for Avaya Proactive Outreach and
Experience Platform™ Experience Platform™ Preview Dialing for Avaya
Experience Platform™.

• Account
Administering Avaya Administer Avaya administrators
Administering Avaya
Workspaces for CRM for
Experience Platform™
Experience Platform™ • CRM
Avaya Experience Avaya Workspaces for administrators
Workspaces for CRM
Platform™ CRM.
• Supervisors

• Getting Started
with Avaya
Using Avaya Experience • Account
Workspaces for
Platform™ for Manage real-time and administrators
supervisors Supervisors historical reports. • Supervisors
• Running
historical

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 22
Resources

Use the document or

Title Available at: Audience
videos to:

reports and
dashboards

Manage the features and • Agents

Using Avaya Experience capabilities of Avaya
Launching agent desktop • Supervisors
Platform™ for agents Workspaces for Avaya
Experience Platform™.

Getting started with Get an overview of Avaya

Introduction - Avaya
Avaya Experience Experience Platform™ All audiences
Experience Platform™
Platform™ and its components.

Get an overview of Avaya

Getting started with Getting started with
Workspaces for CRM for
Avaya Workspaces for Avaya Workspaces for
Avaya Experience All audiences
CRM for Avaya CRM for Avaya
Platform™ and manage
Experience Platform™ Experience Platform™
interactions.

Avaya Documentation Center navigation

For many programs, the latest customer documentation is available on the Avaya Documentation Center
website at https://documentation.avaya.com. Some functionality is only available when you log in to the Avaya
Documentation Center. The available functionality depends on your role.

Important:
If the documentation you are looking for is not available on the Avaya Documentation Center, you can find it on
the Avaya Support website.

While navigating through the Documentation Center, you can click the Avaya Documentation Center logo at
the top of the screen to return to the home page anytime. On the Avaya Documentation Center, you can do the
following:

• Click Avaya Links in the top menu bar to access other Avaya websites, including the Avaya Support
website.
• Click Languages ( ) in the top menu bar to change the display language and view localized
documents.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 23
Resources

• In the Search Documentation field, search for keywords and click Filter to filter by solution category,
product, or user role.
You can select multiple items in each filter category. For example, you can select a product and multiple
user roles.
• Click Library in the top menu bar to access the complete library of documents. Use the filtering options
to refine your results.
• After performing a search or accessing the library, you can sort content on the search results page.
When you find the item you want to view, click it to open it.
• Use the table of contents in a document for navigation. You can also click < or > next to the document
title to navigate to the previous topic or the next topic.
• Click Share ( ) to share a topic by email or copy the URL.
• Download a PDF of the current topic in a document, the topic and its subtopics, or the entire document.
• Print the section you are viewing.
• Add content to a collection by clicking Add to My Topics ( ). You can add the topic and its subtopics
or add the entire publication.
• View the topics in your collections. To access your collections, click your name in the top menu bar and
then click My Topics.
You can do the following:
• Create, rename, and delete a collection.
• Set a collection as the default or favorite collection.
• Save a PDF of the selected content in a collection and download it to your computer.
• Share content in a collection with others through email.
• Receive collections that others have shared with you.
• Click Watch ( ) to add a topic to your watchlist so you are notified when the content is updated or
removed.
• View and manage your watchlist by clicking Watchlist from the top menu with your name.
You can do the following:
• Enable Email notifications to receive email alerts.
• Unwatch the selected content or all topics.
• Send feedback for a topic.

Resource Center
Avaya Experience Platform™ contains a Resource Center which gives access to online help. You can access
help from Avaya Workspaces and Application Center Administration screens. From these screens, Resource

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 24
Resources

Center suggests topics appropriate to your current page. You can also access tutorial videos and
documentation using this feature.

Accessing online help

About this task

Avaya Experience Platform™ contains online help for Avaya Workspaces and Application Center
Administration.

Before you begin

Log in to Avaya Workspaces or Application Center Administration.

Procedure
1. Click .
2. On Resource Center, do one of the following:
• Click Documentation.
• Click Tutorial Videos.
Avaya Experience Platform™ opens a new browser tab to display the document or video.

Welcome guides
Avaya Experience Platform™ contains guided walkthroughs which provide first-time visitors with a tour of the
interface. Avaya Workspaces and Application Center Administration support these tours.
• To start the tour, click Launch Tour.
• To close the tour, click .

Training
The following courses are available for Avaya Experience Platform™.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 25
Resources

Course code Course title Direct link Delivery type

Administrator

Administrating Avaya Administering Avaya

61380W Web-based training
Experience Platform™ Experience Platform™

Administrating Avaya Administrating Avaya

61410W Experience Platform™ Experience Platform™ Web-based training
Workflows Workflows

Administering Avaya Administering Avaya

61420W Experience Platform™ Experience Platform™ Web-based training
Self-Service Self-Service

Getting Started with Getting Started with

61000W Avaya Experience Avaya Experience Web-based training
Platform™ Platform™

Avaya Experience Avaya Experience

ASAC-0036 Web-based training
Platform™ Administrator Platform™ Administrator

Avaya Cloud Office™

ASAC-0030 — Web-based training
Administration

End user

Avaya Experience
ALEU-5017 Platform™ End User — Web-based training
Training

Using Avaya Experience Using Avaya Experience

62420W Web-based training
Platform™ for Agents Platform™ for Agents

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 26
Resources

Course code Course title Direct link Delivery type

Using Avaya Experience Using Avaya Experience

62520W Platform™ for Platform™ for Web-based training
Supervisors Supervisors

Avaya Experience Avaya Experience

ALEU-5025 Platform™ End-User Platform™ End-User Web-based training
Training Training

Web-based training
Avaya Experience
— Platform™ Deep Dive at —
This course requires SSO
Avaya Sales Portal.
login.

Support
Go to the Avaya Support website at https://support.avaya.com for the most up-to-date documentation, product
notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues.
Use the online service request system to create a service request. Chat with live agents to get answers to
questions, or request an agent to connect you to a support team if an issue requires additional expertise.

Using the Avaya InSite Knowledge Base

The Avaya InSite Knowledge Base is a web-based search engine that provides:

• Up-to-date troubleshooting procedures and technical tips.

• Information about service packs.
• Access to customer and technical documentation.
• Information about training and certification programs.
• Links to other pertinent information.

If you are an authorized Avaya Partner or a current Avaya customer with a support contract, you can access
the Knowledge Base without extra cost. You must have a login account and a valid Sold-To number.

Use the Avaya InSite Knowledge Base for any potential solutions to problems.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 27
Resources

1. Go to https://support.avaya.com.

2. To log in, click Sign In at the top of the screen and then enter your login credentials when prompted.

3. Click Product Support > Products.

4. In Search Product, start typing the product name and then select the appropriate product from the list
displayed.

5. Select the release number, if applicable.

6. Click the Technical Solutions tab to view articles for resolving technical issues.

Resources for Avaya Experience Platform™

Connect

Documentation

Related documents
Title Available at: Use the document to: Audience

Overview

• Sales engineers
Know about tested
• Business
product characteristics
Avaya Experience Avaya Experience and capabilities, including partners
Platform™ Solution Platform™ Solution product overview and • Solution
Description Description feature descriptions, architects
interoperability,
performance • Implementation
specifications, security, engineers

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 28
Resources

Title Available at: Use the document to: Audience

and licensing
requirements.

Deploying

• Implementation
Prepare, install, and engineers
Deploying Avaya Deploying Avaya
configure Avaya
Experience Platform™ Experience Platform™ • Account
Experience Platform™
Connect Connect
Connect. administrators

Administering

Administer Avaya • Account

Administering Avaya Administering Avaya Experience Platform™ administrators
Experience Platform™ Experience Platform™ and Avaya Experience • Supervisors
Platform™ Connect.

• Developers
Configure and administer
• CRM
the features and
Administering Avaya Administering Avaya capabilities of the Administrators
Workspaces for CRM Workspaces for CRM Customer Relationship • Avaya
with Avaya Experience with Avaya Experience Management (CRM) Experience
Platform™ Connect Platform™ Connect integrations for Avaya
Experience Platform™ Platform™
Connect. Administrators

Configure and administer

Configuring corporate Configuring corporate the features and • Sales engineers
contacts for Avaya contacts for Avaya capabilities of the • Implementation
Workspaces with Avaya Workspaces with Avaya Corporate Contacts engineers
Experience Platform™ Experience Platform™ widget in Avaya
• Administrators
Connect Connect Experience Platform™
Connect.

Using

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 29
Resources

Title Available at: Use the document to: Audience

Use the features and

Using Avaya Workspaces Using Avaya Workspaces capabilities of Avaya • Agents
for Avaya Experience for Avaya Experience Workspaces for Avaya • Supervisors
Platform™ Connect Platform™ Connect Experience Platform™
Connect.

Use the features and

capabilities of the
Using Avaya Workspaces Using Avaya Workspaces • Agents
Customer Relationship
for CRM with Avaya for CRM with Avaya
Management (CRM) • Supervisors
Experience Platform™ Experience Platform™
integrations for Avaya
Connect Connect
Experience Platform™
Connect.

Use the features and

Using corporate contacts Using corporate contacts • Agents
capabilities of the
in Avaya Workspaces in Avaya Workspaces
Corporate Contacts • Supervisors
with Avaya Experience with Avaya Experience
widget in Avaya
Platform™ Connect Platform™ Connect
Workspaces.

Videos

Avaya Experience • Account

Administer Avaya
Platform™ Connect Getting started with
Experience Platform™
administrators
Application Center Administration Center • Supervisors
Connect.
Administration

Perform supervisor • Account

Using Avaya Experience Getting Started with actions using Avaya
Platform™ Connect for Avaya Workspaces for Workspaces for Avaya
administrators
supervisors Supervisors Experience Platform™ • Supervisors
Connect.

Manage the features and

Using Avaya Experience capabilities of Avaya • Agents
Platform™ Connect for Launching agent desktop Workspaces for Avaya • Supervisors
agents Experience Platform™
Connect.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 30
Resources

Title Available at: Use the document to: Audience

Getting Started with Get an overview of Avaya

Getting started with
Avaya Workspaces for Workspaces for CRM for
Avaya Workspaces for
CRM for Avaya Avaya Experience All audiences
CRM for Avaya
Experience Platform™ Platform™ Connect and
Experience Platform™
Connect manage interactions.

Avaya Documentation Center navigation

For many programs, the latest customer documentation is available on the Avaya Documentation Center
website at https://documentation.avaya.com. Some functionality is only available when you log in to the Avaya
Documentation Center. The available functionality depends on your role.

Important:
If the documentation you are looking for is not available on the Avaya Documentation Center, you can find it on
the Avaya Support website.

While navigating through the Documentation Center, you can click the Avaya Documentation Center logo at
the top of the screen to return to the home page anytime. On the Avaya Documentation Center, you can do the
following:

• Click Avaya Links in the top menu bar to access other Avaya websites, including the Avaya Support
website.
• Click Languages ( ) in the top menu bar to change the display language and view localized
documents.
• In the Search Documentation field, search for keywords and click Filter to filter by solution category,
product, or user role.
You can select multiple items in each filter category. For example, you can select a product and multiple
user roles.
• Click Library in the top menu bar to access the complete library of documents. Use the filtering options
to refine your results.
• After performing a search or accessing the library, you can sort content on the search results page.
When you find the item you want to view, click it to open it.
• Use the table of contents in a document for navigation. You can also click < or > next to the document
title to navigate to the previous topic or the next topic.
• Click Share ( ) to share a topic by email or copy the URL.
• Download a PDF of the current topic in a document, the topic and its subtopics, or the entire document.
• Print the section you are viewing.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 31
Resources

• Add content to a collection by clicking Add to My Topics ( ). You can add the topic and its subtopics
or add the entire publication.
• View the topics in your collections. To access your collections, click your name in the top menu bar and
then click My Topics.
You can do the following:
• Create, rename, and delete a collection.
• Set a collection as the default or favorite collection.
• Save a PDF of the selected content in a collection and download it to your computer.
• Share content in a collection with others through email.
• Receive collections that others have shared with you.
• Click Watch ( ) to add a topic to your watchlist so you are notified when the content is updated or
removed.
• View and manage your watchlist by clicking Watchlist from the top menu with your name.
You can do the following:
• Enable Email notifications to receive email alerts.
• Unwatch the selected content or all topics.
• Send feedback for a topic.

Training
The following courses are available for Avaya Experience Platform™ Connect:

Course code Course title Delivery type

Consulting and Demonstrating

30050W Avaya Experience Platform™ Web-based Training
Connect

Administering Avaya Experience

60440W Web-based Training
Platform™ Connect

Using Avaya Workspaces for

60450W Avaya Experience Platform™ Web-based Training
Connect - Agents

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 32
Resources

Course code Course title Delivery type

Using Avaya Workspaces for

60470W Avaya Experience Platform™ Web-based Training
Connect - Supervisor

Support
Go to the Avaya Support website at https://support.avaya.com for the most up-to-date documentation, product
notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues.
Use the online service request system to create a service request. Chat with live agents to get answers to
questions, or request an agent to connect you to a support team if an issue requires additional expertise.

Using the Avaya InSite Knowledge Base

The Avaya InSite Knowledge Base is a web-based search engine that provides:

• Up-to-date troubleshooting procedures and technical tips.

• Information about service packs.
• Access to customer and technical documentation.
• Information about training and certification programs.
• Links to other pertinent information.

If you are an authorized Avaya Partner or a current Avaya customer with a support contract, you can access
the Knowledge Base without extra cost. You must have a login account and a valid Sold-To number.

Use the Avaya InSite Knowledge Base for any potential solutions to problems.

1. Go to https://support.avaya.com.

2. To log in, click Sign In at the top of the screen and then enter your login credentials when prompted.

3. Click Product Support > Products.

4. In Search Product, start typing the product name and then select the appropriate product from the list
displayed.

5. Select the release number, if applicable.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 33
Resources

6. Click the Technical Solutions tab to view articles for resolving technical issues.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 34
File attachments in social media messaging interactions

File attachments in social media messaging

interactions
Agents and customers can send different file types as attachments in their messaging interactions on social
media accounts. The following tables list the file types and the supported extensions that agents and
customers can send to each other on Facebook, WhatsApp, Instagram, and X (formerly Twitter).

• Outbound: The file extensions that agents can send to customers

• Inbound: The file extensions that customers can send to agents

Facebook

File type Outbound Inbound

• jpg
• jpeg • jpg 5 MB max
• png • jpeg
Images • gif • png 5 MB max
• webp 100 KB max
The size limit for attachments is a • gif
maximum of 8 MB.

• mp4 • mp4 16 MB max

• mov • mp4v
• wmv • mov
• avi • wmv
Video
• 3gp • mpeg
• mpg
The size limit for attachments is a • avi
maximum of 25 MB. • 3gp 16 MB max

• aac
• mp4
• mp2
• mp2 • mp3
• mp3 • mpga
Audio • amr
The size limit for attachments is a • oga
maximum of 2.5 MB.
• ogg

The size limit for attachments is a

maximum of 25 MB.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 35
File attachments in social media messaging interactions

File type Outbound Inbound

• txt
• text
• pdf
• pot
• pps
• pptx • xml
• ppt • pdf
Document • ppsx
• dot The size limit for attachments is a
maximum of 25 MB.
• doc
• docx
• xlsx

The size limit for attachments is a

maximum of 2.5 MB.

WhatsApp

File type Outbound Inbound

• jpg 5 MB max
• jpg 5 MB max • jpeg
Images • jpeg • png 5 MB max
• png 5 MB max • webp 100 KB max
• gif

• mp4
• mpg4
• mp4v
• mp4 • mov
• 3gp • wmv
Video • mpeg
The size limit for attachments is • mpg
a maximum of 16 MB. • avi
• 3gp

The size limit for attachments is a maximum of 16 MB.

Audio mp3 • aac 16 MB max

• mp4

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 36
File attachments in social media messaging interactions

File type Outbound Inbound

• mp4a
• m2a 16 MB max
• m3a
• mp2
• mp2a
• mp3
• mpga
• mp4a 16 MB max
• amr 16 MB max
• oga 16 MB max
• ogg
• spx
• opus

• conf 50 MB max
• def
• diff
• in
• list
• log
• text
• txt
• text • csv 50 MB max
• txt • pdf 50 MB max
• pdf 50 MB max • pot 50 MB max
• ppt • ppa
Document • doc 50 MB max • pps
• xls • ppt
• docx 50 MB max • pwz
• pptx 50 MB max • doc 50 MB max
• xlsx 50 MB max • dot
• wiz
• xla 50 MB max
• xlb
• xlc
• xlm
• xls
• xlt
• xlw
• docx 50 MB max

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 37
File attachments in social media messaging interactions

File type Outbound Inbound

• pptx 50 MB max
• xlsx 50 MB max

Instagram

File type Outbound Inbound

• jpg
• jpeg
• png • jpeg
Images • gif • png 8 MB max

The size limit for attachments is a maximum

of 8 MB.

• mp4 • mp4
• mov • mov
Video • avi • avi

The size limit for attachments is a maximum The size limit for attachments is a
of 5 MB. maximum of 25 MB.

• ogg
• aac
m4a • m4a
Audio • wav
The size limit for attachments is a maximum • mp3
of 5 MB.
The size limit for attachments is a
maximum of 25 MB.

X (formerly Twitter)

File type Outbound Inbound

• jpg • jpg
Images • jpeg • jpeg
• png • jfif
• webp non-animated only • png

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 38
File attachments in social media messaging interactions

File type Outbound Inbound

• webp non-animated only

• gif
• gif
The size limit for attachments is a
The size limit for attachments is a maximum
maximum of 5 MB, except for gif.
of 5 MB, except for jfif.

• mp4
• mov • m4v
Video • mp4 512 MB max
The size limit for attachments is a • mov 512 MB max
maximum of 50 MB.

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 39
Glossary

Glossary

After Contact Work

After Contact Work (ACW) is an agent state that provides time for an agent to write notes about a completed
interaction before Avaya Workspaces queues the next interaction. Account administrators configure the ACW
time period in Application Center Administration.

Agent ID
A unique identification code for an Avaya Workspaces agent.

Agent state
A statement of the availability of agents. Agent states and state changes are visible to the agents and
supervisors in Avaya Workspaces.

Alerting
A notification that informs the agents about incoming interactions in Avaya Workspaces.

Allowlist
A list of approved IP addresses, domains, or other entries for Avaya Experience Platform™.

Avaya Cloud Office

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 40
Glossary

A collaboration tool that provides advanced calling features, video conferencing, and chat support. Avaya
Cloud Office™ users can also invite third-party experts to collaborate on a project.

Avaya Spaces
A cloud-based solution designed for team collaboration with access to a personal meeting room, direct
messaging, and group spaces. Avaya Spaces integrates multiple forms of communication, such as voice calls,
video conferencing, and chat.

Avaya Workspaces
A browser-based application through which contact center agents handle inbound customer interactions.
Avaya Workspaces supports voice, email, chat, and messaging interactions.

Barge in
A feature that enables supervisors to provide advice to agents in Avaya Workspaces. When barging in, a
supervisor joins an interaction between the agent and the customer as an active third party. After the
supervisor barges into the interaction, the customer, agent, and supervisor interact in a three-way conference.

Calculated metric
In Analytics for Avaya Experience Platform™, a formula for data in a report. An advanced user can add
calculated metrics to a standard historical report. By default, each historical report shows a standard set of
metrics. Advanced users can add additional metrics to make compound calculations based on standard
measures.

Carousel
A type of interactive rich media message that features a number of horizontally scrolling images or panes.
Carousel offers selectable options to an end customer. Custom development is required to build and

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 41
Glossary

show .json based rich media templates to agents on Avaya Workspaces. Using the custom built widget,
agents can send carousel messages over the messaging channel.

Chat with corporate contacts

In Avaya Workspaces, functionality to send messages to contacts and groups from the Chats and Groups tabs
of the Corporate Contacts widget. The three types of chat are one-to-one chat, group chat, and conversation.

Coach
A feature that enables supervisors to provide advice to agents. After observing an interaction, the supervisor
can coach an agent in Avaya Workspaces.

Connectors
A software connector that performs transfer of control, data among components, including but not limited to
protocol and data conversion. They can also provide services, such as persistence, invocation, messaging,
and transactions, that are independent of the interacting components functionality. The software connector
acts as a proxy or wrapper around Avaya Experience Platform™ APIs that enable the underlying service to
integrate with third-party providers and aggregators. While there are out-of-the-box connectors provided by
Avaya as part of Avaya Experience Platform™ offering, customers can also build a custom messaging
connector utilizing digital APIs to integrate Avaya Experience Platform™ with third-party gateways or
providers.

Consult complete as conference

A feature that enables agents to add another agent to their customer call after a consultation call in Avaya
Workspaces.

Consult complete as transfer

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 42
Glossary

A feature that enables agents to transfer a customer call to another agent after a consultation call in Avaya
Workspaces.

Consultation call
A call that Avaya Workspaces agents and supervisors can make to other agents, supervisors, or corporate
contacts to request assistance during a call with the customer. After the consultation call, the agent or
supervisor can transfer the call with the customer to the consulted expert or create a three-way conference
with the expert, customer, and themselves.

Contact center
A business division within an organization that manages customer interactions. Contact centers are also
known as call centers. Contact centers use advanced technology to help resolve customer issues quickly,
track customer interactions, and capture interaction and performance data.

Contact Center as a Service

Contact Center as a Service (CCaaS) is a software deployment model that enables companies to purchase
only the technology they need. Another vendor hosts their software to reduce IT, integration, and support
costs. Avaya OneCloud™ CCaaS is the former name of Avaya Experience Platform™.

Conversation
In Avaya Workspaces, a message exchange between the members of a user group or a channel on the
Groups tab of the Corporate Contacts widget. The provider administrator manages user groups and channels.

Corporate Contacts widget

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 43
Glossary

A widget in Avaya Workspaces that provides access to Avaya Cloud Office™, Avaya Spaces, and Microsoft
Teams corporate contacts. Agents and supervisors can use the Corporate Contacts widget to consult available
corporate contacts.

Cross-Origin Resource Sharing

The Cross-Origin Resource Sharing (CORS) protocol enables the communication between platforms hosted in
different domains, such as ServiceNow and Avaya Experience Platform™, through an Application
Programming Interface (API). CORS rules define the domains that can exchange the Representational State
Transfer (REST) API requests with ServiceNow.

Custom group
In Analytics for Avaya Experience Platform™, a data segmentation for historical reports. Account
administrators can define a group based on common attributes, such as channel or queue. On a historical
report, account administrators can show only the data that applies to a custom group.

Custom metric
In Analytics for Avaya Experience Platform™, an additional measure in a report. An advanced user can add
custom metrics to a standard historical report. By default, each historical report shows a standard set of
metrics. Advanced users can add additional metrics to show more refined data.

Customer identifier
In Avaya Social Connections, a primary contact detail that uniquely identifies an end user. For example, when
an end user sends a message to a WhatsApp business account, the phone number is the primary customer
identifier of the end user.

Customer Relationship Management

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 44
Glossary

Customer Relationship Management (CRM) is when a business or other organization administers its
interactions with customers, typically using data analysis to study large amounts of information. CRM refers to
all the processes and tools that manage customer relationships. Salesforce, ServiceNow, and Microsoft
Dynamics® 365 are examples of CRM software.

Digital interaction
A type of interaction, which can be one of the following:

• Email with the customer's query

• Chat initiated on the web
• Social media messaging

Digital Library
In Avaya Workspaces, a widget that consists of global templates and templates associated with agent queues.
Account administrators can configure the templates in Application Center Administration. Agents can use
Digital Library templates in messaging interactions with customers.

Disposition code
A label that the agents can attach to an interaction to describe or categorize it. Disposition codes are tags that
help agents and other users summarize and flag interactions that require follow-up.

Events
In Automation and Orchestration, an event is a change during the routing of an Avaya Experience Platform™
interaction. Each event has a schema that contains data that the workflows use to make routing decisions.

Facebook account

October 2, 2024 Using Avaya Social Connections for Avaya Experience Platform™ 45
Glossary

A Facebook-related Meta business account of the customer. Account administrators can use a customer’s
Facebook account to set up their Facebook and WhatsApp social accounts on Avaya Social Connections.

Group chat
A chat with more than one corporate contact that Avaya Workspaces agents and supervisors can have on the
Chats tab of the Corporate Contacts widget. Agents and supervisors cannot start a group chat, but they can
send group chat messages to the chat groups that contacted them.

Inbound
A voice call, messaging, or an email initiated by an end customer and directed to a company's contact center.
These incoming interactions are handled through automation and help desk agents in inbound contact centers.
Inbound contact centers focus on providing high level customer service and efficient contact routing to reduce
wait times.

Incoming connection
In Automation, an incoming connection provides information to a task. Each task has one incoming and at
least one outgoing connection. An incoming connection can receive data passed to it from another task.

Integration
A concept that enables two or more software or components to work together and exchange data and
capabilities. Avaya Experience Platform™ integrates with third-party applications and other Avaya products to
expand its functionality. For example, Avaya Workspaces integrates with Salesforce to provide contact center
features to enterprises with CRM software.

Interaction

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A request for help from customers. An interaction can also consist of customer queries or sales inquiries.
There are several types of interactions based on how customers request help. Customers can request help by
the following channels:

• Email: Sending an email containing their query.

• Webchat: Initiating a chat on your website.
• Social media messaging: Messaging using Facebook, X (formerly Twitter), and WhatsApp.
• Voice: Making a call using a WebRTC audio application.

Interaction details
A user interface element that enables agents to see details of an ongoing interaction in Avaya Workspaces for
CRM.

Internal extension call

A type of phone call that agents and supervisors use for internal communication. For example, with an internal
extension call, a supervisor can call an agent about the work schedule, or an agent can call the supervisor to
discuss issues related to appraisal.

Interval
In Analytics for Avaya Experience Platform™, a specific time period. When supervisors and account
administrators generate reports to show contact center performance, they specify an interval, such as between
09:00 and 17:00. The report shows the performance for that time period.

Layout

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An experience that Avaya Workspaces users receive when they are using the application. Layouts contain
widgets and UI arrangements that are presented to agents or supervisors for each of the supported channels.

Mapping
In Automation, a mapping is a set of answers, with their variations, to questions. For example, the answer to a
question could be yes or no. With a mapping table, the customer can provide a variation of an answer and it is
still valid in the flow. A strong mapping has variations of the answer, including colloquial words, such as yes,
yeah, yep, y, and so on.

Chat and messaging widget

In Avaya Workspaces, an interaction widget that contact center agents use to work on messaging and social
media messaging interactions. Agents can use this widget to exchange messages and media with customers.

Metric formula
In Analytics for Avaya Experience Platform™, a calculation performed on any data in the contact center
database. Metric formulas are the objects and operators that make up those calculations. Analytics for Avaya
Experience Platform™ includes some common calculations, and advanced users can create their calculations.

Microsoft Teams
A business messaging and collaboration platform that provides access to channels and teams, direct
messaging, and group chats. Microsoft Teams also integrates with other Microsoft 365 platforms, including
Dynamics 365 applications.

Microsoft Teams channel

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A type of user group that exists in Microsoft Teams. Agents and supervisors can see the list of available
Microsoft Teams channels and users on the Groups tab of the Corporate Contacts widget in Avaya
Workspaces.

Outbound
An adhoc outgoing voice call or an email initiated by a contact center agent to the end customer. The
members of a sales team or customer service representatives make these interactions to customers.

Outgoing connection
An output connection of a task in Automation. You can use the task output as an input to another task.

P-Intrinsics
In Automation, a SIP header with a hex encoded string in the format name=value pairs about the session. The
applications that receive a SIP header may process the information differently to Automation.

Pop-out
A presentation of the external web pages provided by a screenpop that agents can use for completing tasks.
For example, agents can view external websites with the information on current currency exchange rates.

Postback
A type of interactive rich media message that enables an end customer to click a button to send a response or
selection. Custom development is required to build and show .json based rich media templates to agents on

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Avaya Workspaces. Using the custom built widget, agents can send postback messages over the messaging
channel.

Producer
In Analytics for Avaya Experience Platform™, a collection of measures to provide real-time contextual data to
Avaya Workspaces supervisors and account administrators. Analytics for Avaya Experience Platform™
provides the following producers to Avaya Workspaces for use in real-time reporting dashboards: Agent,
AgentByChannel, AgentByQueue, Channel, DialogDetail, Group, Queue, and QueueByChannel.

Profiles
In Application Center Administration, a collection of configuration settings assigned to a user. In Avaya
Experience Platform™, account administrators create a profile at an account or an account hierarchy level and
assign it to users, such as agents and supervisors.

Provider for corporate contacts

A third-party application that Avaya Experience Platform™ integrates with, such as Avaya Cloud Office™,
Avaya Spaces, or Microsoft Teams. Agents and supervisors can see the provider contacts available for
consulting on the corresponding tab of the Corporate Contacts widget.

Redirection on No Answer
Redirection on No Answer (RONA) is a feature for redirecting a call after an administered number of rings.
RONA prevents an unanswered call from ringing indefinitely.

Representational State Transfer API

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A Representational State Transfer (REST) API is a set of rules that enables different software applications to
communicate over the web. A REST API uses standard web protocols, making it widely used for sharing data
and functionality in web development.

Report type
In Analytics for Avaya Experience Platform™, supervisors and account administrators obtain data on the
performance of contact center agents using three types of reports. Real-time reports provide information about
current activity. Historical reports provide information about past activities. Historical dossiers provide
information about past activity with interactive graphics.

Restricted account
A locked account is the result of disciplinary action from Facebook after the account holder violates its
community standards or policies. The nature of the restriction depends on the infraction, ranging from
temporarily stopping users from commenting on posts to a full account lockout.

Retrieve credentials
In Avaya Social Connections, an action that account administrators perform while creating or managing social
media accounts. For example, when account administrators add a Facebook or WhatsApp social account on
Avaya Social Connections, they use this option to complete the authentication process with the social media
provider.

Roll-up
A form of time-based data aggregation in Analytics for Avaya Experience Platform™. When supervisors and
account administrators generate reports to show contact center performance, they can show daily or monthly
data. This data is also referred to as roll-up data.

Routing rules

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In Orchestration, workflow routing is based on rules. You can use rules to initiate a workflow based on the
information in incoming events.

SAML
Security Assertion Markup Language (SAML) is a protocol that enables you to access multiple web
applications using one set of user credentials. Avaya Experience Platform™ supports the standard browser
redirect-based SSO using the SAMLv2 protocol.

SAML Identity Provider

A system entity that issues authentication assertions in conjunction with a single sign-on profile of SAML.

Self service
In Automation, a self-service flow is one where the caller does not interact with an agent. Self-service flows
collect information for queues, attributes, and customer identification.

SLA
Service Level Agreement (SLA) is an industry term that defines a level of service you expect, with the metrics
by which the service is measured, and remedies or penalties should agreed-on service levels not be achieved.
It is a critical component of any technology contract.

Softphone

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A telephony application that is installed on a computer.

Station ID
A unique identifier that displays the internal extension number assigned to a voice enabled agent.

Supervisor dashboard
A screen that enables supervisors to monitor agents. Supervisors can view a list of agents and the information
about the state and interactions of an agent, use filters to search agents in a team, end sessions, disconnect
calls, and broadcast messages. From the supervisor dashboard, supervisors can also observe, coach, and
barge into chat, messaging, and voice interactions.

Threshold
A level of service in Analytics for Avaya Experience Platform™. Below this level, contact center customers do
not receive a satisfactory response. Above this level, customers have a positive experience. Supervisors and
account administrators can add a threshold to each measure in a real-time report. For real-time reports, this
functionality is called Thresholds Classes. For historical reports, account administrators can also assign
thresholds to more accurately manage Service Level Agreements (SLAs).

Threshold class
In Analytics for Avaya Experience Platform™, an assigment of thresholds to measures in Avaya Workspaces
for real-time reports.

Task output

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An output connection of a task in an Orchestration workflow. It is a visual representation of how the workflow
will progress. You can use a task output as an input to another task.

UX Profiles
In Application Center Administration, UX profiles contain a number of settings that manage user experience in
Avaya Workspaces, including the Avaya Workspaces layout. UX profiles are selected as part of user profiles
which are used when creating users in Avaya Experience Platform™.

Voice interaction
A voice interaction is a phone call from customers in Avaya Workspaces. Avaya Experience Platform™ voice
services provide the functionality to route and control voice interactions.

Wait treatment
A message or audio that the customer receives while they are in the queue waiting to be connected to an
agent.

WhatsApp business account

A WhatsApp business platform account that represents the customer’s business. Customers can use their
WhatsApp business accounts to create a WhatsApp social media account on Avaya Social Connections.

WhatsApp template
A message format in WhatsApp that agents can use to engage in marketing, utility, and authentication
conversations with customers. Agents can use plain text, button, macro, or media template types.

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