Online Chat Workbench

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

View PDF

An agent can open the online chat workbench in either of the following ways:

Choose Online Chat Workbench.
After an agent signs in to a multimedia skill queue, the online chat workbench is automatically opened.

Figure 1 shows the online chat workbench GUI.

Figure 1 Online chat workbench

NOTE:

During a web chat on the online chat workbench, if the customer sends an attachment, the agent can click Receive to download the attachment.

During an email chat on the online chat workbench, select an email, click Download, and then click YES in the confirmation dialog box to download the email attachment.

Downloaded data contains personal data. Exercise caution when handling the downloaded data to prevent personal data leakage and abuse.

During an SMS or email chat with a customer, click to create a harassment record.
In the SMS or email session history on the online chat workbench, click to create a harassment record.
Click to access a visualized service guidance flow when the Agent Business Process Visualization feature is enabled and the Service Guidance menu permission is assigned to the agent.
Click the link next to Business Request to view the visualized flow.
The Incoming Call Message area displays information such as the customer name, customer number, client software environment, customer access channel, waiting time, and handled number. You can set a handled number to identify the service object. The handled number can contain a maximum of 50 characters.

The SmartCare tab is displayed on the 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.

The Call Information area is displayed only when the Customer Center feature is enabled and the tenant parameter Display Unified Customer Contact Information is set to Yes. For a current session, the information includes the channel, user ID, and skill queue. For a historical session, the information includes the channel and user ID.

During a chat with a customer, an agent can click on the workbench to create intelligent case filling and SmartCare in-depth demarcation tasks. For details, see Intelligent Case Filling and SmartCare Fault Demarcation.

During a chat with a customer, an agent can click on the workbench to create a case. For details, see Creating a Case by One Click.

During a chat with a customer, an agent can click to configure the call reason. If 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. For details, see Setting Call Reasons