Custom Widgets in Agent Workspace
![](https://intellexi.hr/wp-content/uploads/2023/04/AVAYA-image.png)
![](https://intellexi.hr/wp-content/uploads/2023/04/federal-Ministry-Republic-of-Austria.png)
![](https://intellexi.hr/wp-content/uploads/2023/04/Custom-widgets-in-agent-workspace.jpg)
The overall project goal was to provide the Austrian Ministry of Finance with a new modern UI/UX agent cockpit within a new multi-channel Contact Centre solution. Top-notch security & reliability were emphasized with strong focus on UI/UX.
Challenges:
- Developing a set of widgets for Avaya Workspace agent platform, which provided an easy-to-use UX
- Enabling integration with existing systems in use
- Simultaneously providing additional functionalities connected with the underlying Avaya Contact Centre solution
![](https://intellexi.hr/wp-content/uploads/2023/03/grid.png)
Solution architecture
![](https://intellexi.hr/wp-content/uploads/2023/03/programming.png)
Software development
Support
UI/UX Design
Deployment
Technologies used:
- React
- Javascript/Typescript
- AngularJS
- RxJS
- GoLang
- Docker, Kubernetes
Team composition:
Project highlights:
Our engineers utilized a reactive solution allowing multiple widgets to subscribe to a single value dispatcher.
We have planned and developed a workspace that allowed customization of the agent-working environment through custom widgets that used clients’ existing CRM application, contact & customer handling systems.
Benefits:
The Austrian Ministry of Finance received a brand new multi-channel Contact Centre solution with a familiar environment.
The solution minimized required agent re-training while adding an improved user experience.