Voice and Video Workbench

Updated on 2025-01-23 GMT+08:00

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An agent can open the voice and video workbench in either of the following ways:

Choose Call.
After an agent signs in, the voice and video workbench is automatically opened. Alternatively, you can make an inbound or outbound call through the connection bar. After the call is connected, the voice and video workbench is automatically opened.

Voice and Video Workbench shows the voice and video workbench GUI.

Figure 1 Voice and video workbench

Table 1 describes the GUI.

**Table 1** Voice and video workbench
Content	Description
	Help an agent handle businesses during a call. This button is displayed only when the Agent Business Process Visualization feature is enabled and the Service Guidance menu permission is assigned to an agent. For details about how to configure a visualized service guidance flow, see Configuring Service Guidance.
	Create cases in one-click mode. For details, see Creating a Case by One Click.
	Perform intelligent case filling and create a SmartCare in-depth demarcation task. For details, see Intelligent Case Filling and SmartCare Fault Demarcation.
	Create a harassment record for a customer during a two-party call with the customer. For details about how to create a harassment record, see Creating Harassment Records.
	Identify and display the call reason of a customer. You can add call remarks as required. A remark can contain a maximum of 300 characters. For details, see Setting Call Reasons. For details about how to configure a call reason, see Configuring Call Reasons. After the Automatic Conversation Summary feature has been enabled for the tenant and an agent, the icon is displayed when the agent configures the call reason on the workbench.
Third-party page provided by the customer	Display the multimedia inbound call screen pop-up that has been enabled in the system. Configure the tab page name based on site requirements. For details about how to configure a screen pop-up, see Configuring Screen Pop-ups.
	Send an email notification to a customer during a call with the customer. For details about how to send a notification, see Sending Notifications.
	Send a WhatsApp notification to a customer during a call with the customer. For details about how to send a notification, see Sending Notifications.
	Send an SMS notification to a customer during a call with the customer. For details about how to send a notification, see Sending Notifications.
	Authenticate the customer identity during a call with a customer. For details about how to perform identity authentication, see Performing Identity Authentication.
	This button is displayed only when the Customer Center feature is disabled. When the call between an agent and a customer is abnormally disconnected, the agent can proactively initiate a callback by clicking Callback to improve customer experience.
Call Message	This area is displayed only when the Customer Center feature is disabled. Display session information, including the calling and called numbers of an inbound call, handled number, skill queue, and smart voice recording information. Click to set a handled number of up to 24 characters to identify the service object. If no handled number is set, the handled number is the same as the customer number. Click the link next to Business Request to view the visualized flow.
Customer Information	This area is displayed only when the Customer Center feature is disabled. Display information about the customer who makes the inbound call. Configure the style of each field in this area to display different field values in different styles.
	To view the Agent Assistant tab on the voice and video workbench, you need to enable the intelligent recognition function. Display script recommendations, FAQ recommendations, and forbidden word prompts for agents.
	Real-time transcription. Display the converted conversations between customers and agents in real time in text format. When Only Customer is selected, only converted speeches of the customer are displayed. After the large model engine feature is enabled, the system can display customers' emotions and intents to agents based on large models. To view the Real-time transfer tab page, you need to enable the intelligent recognition function. For details, see "Manual Service FAQs > How Do I Enable Real-Time ASR?" in AICC Operation Guide - FAQs.
History contacts	This area is displayed only when the Customer Center feature is disabled. Display the latest three contact records. Contact records can only be displayed by time. Click to go to the Contact Details page. On the Message Sending Record tab page, click Send to send a multimedia message (SMS message, email, or WhatsApp message) to a customer. NOTE: The agent is in a conversation with the handled number. Click More to go to the History contacts page, showing the contact records generated for the current handled number within the number of days specified by the tenant parameter Time Span for Contact Record Query. Click a call SN and play the voice or video of a contact record. On the Message Sending Record tab page, click Send to send a multimedia message (SMS message, email, or WhatsApp message) to a customer. NOTE: The agent is in a conversation with the handled number.
Contact Records	This area is displayed only when the Customer Center feature is enabled and the tenant parameter Display Unified Customer Contact Information is set to Yes. Display the latest five contact records. Contact records can only be displayed by time. Click More to go to the History contacts page, showing the contact records generated for the current handled number within the number of days specified by the tenant parameter Time Span for Contact Record Query. Click a call SN and play the voice or video of a contact record. On the Message Sending Record tab page, click Send to send a multimedia message (SMS message, email, or WhatsApp message) to a customer. NOTE: The agent is in a conversation with the handled number.
Basic Information	This area is displayed only when the Customer Center feature is enabled and the tenant parameter Display Unified Customer Contact Information is set to Yes. If information about the customer exists on the Customer Center > Customer Center Management page, the customer information is displayed. If information about the customer does not exist on the Customer Center > Customer Center Management page, an agent can click to edit customer information. For details, see Editing Customer Information.
Call Information	This area is displayed only when the Customer Center feature is enabled and the tenant parameter Display Unified Customer Contact Information is set to Yes. The information includes the calling number, called number, and skill queue.
	SmartCare fault demarcation. The SmartCare tab is displayed on the audio and video workbench only when the SmartCare feature is enabled for the tenant and the language for the tenant is within the value range of the system parameter Languages supported by the SmartCare. For details, see SmartCare Fault Demarcation.