Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Performing Other Agent Operations/ Creating Harassment Records
Updated on 2024-10-12 GMT+08:00
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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.