Agent Guide

This document provides guidance for agents to perform operations so that agents can use the AICC business platform.

• Introducing Agent Workbenches
  The AICC provides a workbench page where basic agent operations are integrated so that agents can perform operations without switching the menus. Workbenches are classified into the audio and video workbench and online chat workbench.
• Configuring the Personal Center
  Agents can query their own agent and employee information in the personal center, configure personalized nicknames and greetings for themselves, and set personalized agent parameters.
• Switching the Agent Status
  An agent can switch the agent status using the connection bar on the top of the page for the system to better assign businesses.
• Allowing Browser Pop-up Notifications
  
• Handling Voice Businesses
  This section describes how to handle voice businesses as an agent.
• Handling Video Businesses
  This section describes how to handle video businesses as an agent.
• Handling Multimedia Chat Businesses
  This section describes how to handle multimedia businesses as an agent.
• Performing Other Agent Operations
  This section describes other operations performed by an agent.
• Managing Inspection Results
  This section describes inspection management. An agent can manage inspection results.
• Typical Scenarios
  This section describes some typical scenarios of operations performed by an agent.
• Viewing Training Tasks
  Intelligent training tasks can be used to periodically train and test agents through IVR flows to check the business skills of the agents.
• Intelligent Outbound Call Tasks
  Based on the assigned outbound call tasks, agents make outbound calls and configure outbound call results.
• OpenEye Help Document
  
• Implementing Intelligent Case Filling