Agent Workbench

A tenant administrator can centrally manage agent workbench settings for agents to use during call business handling.

• Configuring Call Reasons
  A tenant administrator can configure call reasons for agents to select during business handling.
• Configuring Rest Reasons
  A tenant administrator can configure rest reasons, including the rest duration, for agents to select for a rest.
• Configuring Contact Record Data Items
  Customer information is recorded in contact records. In addition, useful customer information can be obtained during contact record inspection, on the voice and video workbench, or during analysis.
• Configuring the Voice Notification Function
  You can configure callback information for voice notifications. When a voice notification ends, the system calls back the configured URL and transfers call data.
• Configuring the One-Click Bidirectional Call Function
  You can select a one-click bidirectional call type (CEC bidirectional call or ITA bidirectional call) for the tenant space. The selected bidirectional call type is used when the agent bidirectional call API is invoked. In addition, you can configure callback information for one-click bidirectional calls. When a one-click bidirectional call ends, the system calls back the configured URL to transfer call data.
• Configuring Screen Pop-ups
  A tenant administrator can configure pages frequently used or customized by agents as screen pop-ups. The screen pop-ups are displayed when agents answer calls.
• Configuring Pages
  A tenant administrator can customize pages that can be referenced by inbound call screen pop-ups.
• Configuring Dynamic Data Tables
  A tenant administrator can customize dynamic data table fields to display stored customer information on customized pages.
• Querying Table Data
  A tenant administrator needs to add specific table data to the configured dynamic data table so that the data can be displayed on the configured screen pop-up after a call is connected.
• Managing the Multimedia Library
  A tenant administrator can preconfigure some multimedia library data, including common phrases, voices, videos, images, documents, addresses, personalized emojis, rich texts, card templates, and co-browsing URLs, for agents to improve work efficiency.
• Configuring Identity Authentication Processes