Answering Calls

Context

The workbench can be opened using the menu or automatically opened when the agents associated with multimedia skill queues sign in.

After the workbench is opened, the number of calls made on the current day, average call duration (s), and the number of sessions in the channel are displayed. The number of sessions in the channel is displayed in the form of channel icons and numbers.

When an agent processes a multimedia message, the agent's status is displayed as the Occupied state on the connection bar. In this state, the agent can make outbound calls at the same time. When a voice call is released, the multimedia call cannot be released at the same time.

Current is displayed on the left. The chat area, third-party page provided by the customer, and input area of the current conversation are displayed in the middle. Incoming Call Message, Call Reason, History contacts, and multimedia are displayed on the right.

The third-party page provided by the customer is configured based on the call launch page. In addition, the call launch page path carries the employee ID and information about the calling and called parties.

If multiple tab pages are opened and the current online chat workbench is not activated, when a new message is received, the tab page blinks and an announcement is played, indicating that a new message is received.

If an agent is in a session, the session is not closed when the browser is reloaded, the AICC page is closed, or the browser is closed. The session still exists after the Online Chat page is opened again.

Prerequisites

When the Refine response feature is enabled for a tenant, the agent bound to the tenant administrator is a versatile agent, and the Intelligent Recognition and Reply polishing switches are turned on, the AI polishing function can be used.

Procedure

A customer communicates with agent A through the web channel to query the call fee balance, and then rates the service after the conversation ends.

1. Sign in to system on the connection bar and set the agent to the idle state.
2. Initiate a call as a customer. The agent workbench automatically connects to the multimedia session. After the agent double-clicks the session, the information is displayed on the right.
   Figure 1 Online chat workbench page - Web
   
   

   • Before sending a message, click to check spelling to avoid spelling mistakes.

     All channels support this function. For the email channel, this function is supported on the forwarding, reply, and email draft viewing pages.

     Only the text in the email body is extracted for correction. Misspelled words are displayed in red.

     Currently, the spelling check supports the following languages: Chinese, English, Portuguese, and Traditional Chinese. For details, see the tenant parameter Spellcheck supported languages dictionary in Table 1.

   • In the Current area, the chat content between the customer and agent is displayed. If the customer has historical conversations with an agent, the historical conversation records of the customer can be displayed in Current.
   • When the content entered by an agent is used in a historical conversation, the system automatically associates and displays related historical content for the agent to select, improving the business handling efficiency.
   • After a customer reads a message sent by an agent, the message status is displayed as Read on the online chat workbench. The customer is unaware of the message status.

3. Select the current session and click to pin the session. Click to unpin the session.

   

   • The session list display mode is controlled by the tenant parameter Display mode of the current session list of agents. Tenants can configure different display modes as required.

     Value options:

     • by session access time(default value)
     • by the latest message time of the session: When an agent sends a message or receives a message from a customer, the session is moved up to the top of the session list.

     In addition, sessions can be pinned to the top. The pinned sessions are always above non-pinned sessions in the session list. If there are multiple pinned sessions, sessions are also sorted based on the value of the tenant parameter Display mode of the current session list of agents.

4. Click to transfer or close the session.

   For details about the transfer operation, see Transferring Sessions.

5. Click to query all messages in the current session.

   You can filter messages by message type (image, document, voice, and video) and date (the time span cannot exceed seven days) for display. By default, all types of messages are displayed.

   Figure 2 Message History page
   

Exception Handling

• If the email content cannot be displayed and is empty when you view an email, click Refresh to check the OBS status. If the system displays a message indicating that the refresh fails, contact O&M personnel.
• If the system displays a message indicating that the XX attachment has been filtered out when you view an email, contact the customer to resend the attachment that meets the system requirements.