Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Performing Other Agent Operations/ Viewing Inbound Call Information

Updated on 2024-10-12 GMT+08:00

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Viewing Inbound Call Information

An agent can view inbound call information.

Context

The Call Message area displays inbound call information, including the calling number, called number, handled number, skill queue, and smart voice recording information.

Procedure

Smart Voice Recording is displayed when a call is transferred from a chatbot to an agent. The chat content between the chatbot and the user can be viewed by clicking Details on the Smart Voice Recording page.

Figure 1 Call Message

You can set a handled number to identify the service object. The handled number can contain a maximum of 24 characters.

If no handled number is set, the handled number is the same as the customer number.

Figure 2 Smart Voice Recording

Parent topic: Performing Other Agent Operations

Previous topic: Querying Historical Contacts

Next topic: Setting the Handled Number

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