Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Implementing Intelligent Case Filling
Updated on 2024-10-12 GMT+08:00
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Implementing Intelligent Case Filling

When a user communicates with an agent through voice or multimedia, the agent may need to create a case. In this case, the agent can click the one-click case creation button.

Procedure

  1. Choose Audio and Video Workbench to open the audio and video workbench, and click Sign In on the navigation bar.
  2. Click in the upper part of the page to call another agent.
  3. Click above the session to create a case after the call ends. In the Select a case type dialog box that is displayed, select a case type based on business requirements.
  4. After a case type is selected, the Create Case page is displayed, and the case type is automatically filled in.
  5. The address information during the call is automatically filled in oifde. The oifde field is customized.

    Figure 1 Intelligent case filling

Parent topic: Agent Guide(AICC)