Avaya Interaction Center 6.0, User Manual, Page: 24 / 220

Chapter 1 Overview
24 Avaya Agent User’s Guide
As shown in the following example from a Prompter wrap-up script,
Prompter scripts are displayed in the Prompter pane. In the out-of-the-box Avaya Agent, the
Prompter pane is displayed in the frame that runs across the bottom of your desktop.
Web Agent
The Web Agent is the component of Avaya IC that makes it possible for you to interact with
customers using Email Management or Web Management. With Web Management, you conduct a
chat session with customers. While in a chat session, you can use the following features:
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Text Chat (exchanging typed messages with your customer in real-time)
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Voice Chat (talking to your customer, using either Chat & Phone or Chat & VoIP)
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Shared Browsing (viewing the same Web pages with your customer, using the Auto-Sync, Page
Push, and Collaborative Form Filling features)
Customers send an email or initiate a chat session by clicking an appropriate button on your
company’s Web site. According to your availability for email or chat, some of these emails and
chat requests are assigned to you as email contacts or chat contacts. When you double-click a
contact in your Email task list or your Chat task list, the Web Agent is displayed. The Web Agent
is where you compose your email responses and conduct your chat sessions.
When you log in to Avaya Agent, you log in to the Web Agent automatically. The Web Agent is
minimized when you log in and appears as an icon in the Windows task bar, as shown in the
following illustration.
You can click the Web Agent icon to restore the Web Agent to its normal size at any time. The Web
Agent also opens whenever you click an email contact or a chat contact in the task lists in Avaya
Agent.