Viewing the agent work log and transcripts

You can view work log of agents from your configured contact list under My Team. To observe an agent outside your contact list, My Team group, you must first add the agent to your contact list under My Team and then view the agent’s work log.

Log on to Avaya one-X Agent as a supervisor.
Click the Contact List icon to open the Contact List window.
Click the Service Observe button corresponding to the agent name in the Contact List window. This opens a Service Observe menu.
Click View Work Log on the Service Observe menu. This opens the Advanced Search window.
Enter your search criteria in the Search field. You can also use * (asterisk) as wild card and view all the work logs of the selected agent.
Set the From and To date range to filter your search if required.
Click the Search button.
The work logs are appear on the Advanced Search window.
To view the IM and TTY transcripts, expand the work item record and click the View Transcript button for one of the work logs.