Viewing Session Information
An agent can view session information.
Context
- Session information, including the calling and called numbers of an inbound call, handled number, skill queue, customer language, business request, and smart voice recording, is displayed on the voice and video workbench.
- Session information, including the customer name and customer number in the access channel, customer access channel, skill queue, waiting time, handled number, and customer language, is displayed on the online chat workbench.
Procedure
The customer language is displayed only after the parameter Languages supported by the satisfaction survey is set on the page. You can click 
to set the customer language. The value of the customer language is the value of Languages supported by the satisfaction survey.
You can set a handled number of up to 24 characters to identify the service object.
If no handled number is set, the handled number is the same as the customer number.
The Smart Voice Recording button is displayed when a call is transferred from the intelligent robot to an agent. The agent can click the button to view details about the chat between the intelligent robot and customer.
You can set a handled number of up to 50 characters to identify the service object.
The customer language is displayed only after the parameter Languages supported by the satisfaction survey is set on the page. You can click 
to set the customer language. Only the email channel does not support this function. The value of the customer language is the value of Languages supported by the satisfaction survey.
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