Updated: Mar 7, 2020
Big Thank you to an amazing Dreamer by the name of Lori that has put together this article on Avaya Tips & Advice to share with our Genesis Team!
Nikita asked me to put together a few Tips on Navigating Avaya and all of its quirks. It took me a while to figure it all out, but now I can manage my time much better.
I thought that putting this together in a timeline of sorts might make it easier for everyone to process.
Once a week, clear your cookies. I do it before I service every Sunday. It becomes a habit, and it certainly helps.
On the days that you service:
Close all unnecessary apps and programs. Avaya doesn’t like to share.
Open Avaya, but do not dial in until you are ready to service. If I am servicing at 1:30 PM, I don’t dial in until 1:28 PM or 1:29 PM.
Once connected, AutoIn IMMEDIATELY! Do not sit in Aux, it will impact your metrics.
Make all of your notes while on the phone with your customer. Do not go into aux to make notes.