Creating Harassment Records

Context

In the following scenarios, an agent can create a harassment record for a customer and submit the record to the tenant administrator or other personnel with the permission for review. After the record is approved, the customer is added to the special list.

• An agent is in a two-party voice or video call with a customer.
• An agent is in an SMS or email chat with a customer.
• An agent views the SMS or email session history on the online chat workbench.

Procedure

1. Sign in to the AICC as an agent.
2. Click on the workbench page during a conversation with a customer.
   • Special List Type: The options are Black List and Red List.
   • Reason for Joining: The value can contain a maximum of 1024 characters.
     

     • Customers who behave uncivilly can be added to the blacklist.
     • VIP customers can be added to the redlist.

3. Click Save.

   To query harassment records, choose Configuration Center > Resource Management > Harassment Record.