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 and average call duration (in seconds) are displayed.

When an agent processes a multimedia message, the connection bar is in the Occupied state. 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.

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.
   

   NOTE:

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

     All channels support spelling check. For the email channel, the forwarding, reply, and email draft viewing pages are involved.

     Only the spelling of text is checked. Misspelled words are marked in red.

     Currently, only Chinese, English, and Portuguese spelling checks are supported. If a tenant uses a language other than Chinese, English, or Portuguese, Language is set to English by default.

   • 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.

Troubleshooting

If the email content cannot be displayed and is empty, click Refresh to check the OBS status. If a message is displayed, including that the refresh fails, contact O&M personnel.