Voice and Video Workbench

An agent uses the voice and video workbench to handle customer businesses through inbound and outbound voice calls.

An agent can open the voice and video workbench in either of the following ways:

Choose Call.
After an agent signs in, the voice and video workbench is automatically opened. Alternatively, you can make an inbound or outbound call through the connection bar. After the call is connected, the voice and video workbench is automatically opened.

When an agent opens the voice and video workbench page for the first time, the system displays the setting guides, for example, the description of adjusting the card width, moving a card, deleting a card, and the button for editing the voice and video workbench.

Voice and Video Workbench shows the voice and video workbench GUI.

Figure 1 Voice and video workbench

Table 1 describes the GUI.

**Table 1** Voice and video workbench
Content	Description
	Help an agent handle businesses during a call. This button is displayed only when the Agent Business Process Visualization feature is enabled and the Service Guidance menu permission is assigned to an agent. For details about how to configure a visualized service guidance flow, see Configuring Service Guidance.
	Create a case in one-click mode. For details, see Creating a Case by One Click.
	Perform smart form filling and create a SmartCare in-depth demarcation task. For details, see Intelligent Case Filling and SmartCare Fault Demarcation.
	Create a harassment record for a customer during a two-party call with the customer. For details about how to create a harassment record, see Creating Harassment Records.
	Identify and display the call reason of a customer. You can add call remarks as required. The remarks can contain a maximum of 2,000 characters. For details, see Setting Call Reasons. For details about how to configure a call reason, see Configuring Call Reasons. If the Automatic Conversation Summary feature is enabled for the tenant and Automatic Session Summary is enabled for an agent, is displayed when the agent configures a call reason on the workbench.
Pop-up Screen	Display the voice and video inbound call screen pop-up that has been enabled in the system. Configure the tab page name based on site requirements. For details about how to configure a screen pop-up, see Configuring Screen Pop-ups.
	Send an email notification to a customer during a call with the customer. For details about how to send a notification, see Sending Notifications.
	Send a WhatsApp notification to a customer during a call with the customer. For details about how to send a notification, see Sending Notifications.
	Send an SMS notification to a customer during a call with the customer. For details about how to send a notification, see Sending Notifications.
	Authenticate the customer identity during a call with a customer. For details about how to perform identity authentication, see Performing Identity Authentication.
	Only when the tenant parameter Display Unified Customer Contact Information is set to No and the Session Information card is added to the workbench, this button is displayed after a call ends. When the call between an agent and a customer is abnormally disconnected, the agent can proactively initiate a callback by clicking to improve customer experience. For details, see Initiating Callbacks.
Session Information	This card is displayed only when the tenant parameter Display Unified Customer Contact Information is set to No and the Session Information card is added to the workbench. Display session information, including the calling and called numbers of an inbound call, handled number, skill queue, customer language, business request, and smart voice recording information. For details, see Viewing Session Information. Click to set a handled number of up to 24 characters to identify the service object. For details, see Setting the Handled Number. If no handled number is set, the handled number is the same as the customer number. Click the link next to Business Request to view the visualized flow. The customer language is displayed only after the parameter Languages supported by the satisfaction survey is set on the Configuration Center > System Management > Tenant Parameter > Tenant parameters > Unified Public Configuration > Common 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. If the customer language is not set, the satisfaction survey is sent in the language used by the tenant.
Customer Information	This card is displayed only when the tenant parameter Display Unified Customer Contact Information is set to No and the Customer Information card is added to the workbench. Display information about the customer who makes the inbound call according to the configuration on the Contact Customer Information Area tab page. For details, see Viewing Customer Information. Configure the style of each field in this area to display different field values in different styles.
Agent Assistant	This card is displayed only when the Intelligent Agent feature is enabled, the Intelligent Recognition and Intelligent Agent Assistant features are enabled on the Tenant Information page, the Intelligent Recognition feature is enabled on the Agent Management page, and the Agent Assistant card is added to the workbench. Display script recommendations, FAQ recommendations, and forbidden word prompts for agents. For details, see Configuring the Agent Assistant.
Intelligent	Display the converted conversations between customers and agents in real time in text format. When Only Customer is selected, only converted content of the customer is displayed. For details, see Configuring the Agent Assistant. After the LLM Engine feature is enabled, customers' sentiments and intentions can be displayed to agents based on the LLM.
Contact Records	This card is displayed only when the tenant parameter Display Unified Customer Contact Information is set to No and the Contact Records card is added to the workbench. Display the latest 10 contact records by time. Contact records can only be displayed by time. For details, see Searching for Contact Records on the Workbench. Click to go to the Contact Details page. On the Message Sending Record tab page, click Send to send a multimedia message (SMS message, email, or WhatsApp message) to a customer. NOTE: The agent is in a conversation with the handled number. Click More to go to the History contacts page, showing the contact records generated for the current handled number within the number of days specified by the tenant parameter Time Span for Contact Record Query. Click a call SN and play the voice or video of a contact record. On the Message Sending Record tab page, click Send to send a multimedia message (SMS message, email, or WhatsApp message) to a customer. NOTE: The agent is in a conversation with the handled number.
Customer Center	This card is displayed only when the Customer Center feature is enabled, the tenant parameter Display Unified Customer Contact Information is set to Yes, and the Customer Center card is added to the workbench. Basic Information If information about the customer exists on the Customer Center > Customer Center Management page, the basic customer information is displayed. If information about the customer does not exist on the Customer Center > Customer Center Management page, an agent can click to edit basic customer information. For details, see Viewing Customer Center Information. Call Information The information includes the calling and called numbers of an inbound call, and skill queue. Contact Records Display the latest five contact records by time. Contact records can only be displayed by time. Click More to go to the History contacts page, showing the contact records generated for the current handled number within the number of days specified by the tenant parameter Time Span for Contact Record Query. Click a call SN and play the voice or video of a contact record. On the Message Sending Record tab page, click Send to send a multimedia message (SMS message, email, or WhatsApp message) to a customer. NOTE: The agent is in a conversation with the handled number.
SmartCare Fault Boundary	This card is displayed on the voice and video workbench only when the SmartCare feature is enabled, the language used by the tenant is within the value range of the system parameter Languages supported by the SmartCare, and the SmartCare Fault Boundary card is added to the workbench. For details, see SmartCare Fault Demarcation.
Customer Case List	This card is displayed on the voice and video workbench only when the Case 2.0 feature is enabled and the Customer Case List card is added to the workbench. This card is used to display the list of unclosed customer cases. For details, see Viewing the Customer Case List.
Workbench Application Integration	Integrate third-party applications.
	Edit the voice and video workbench. For details, see Editing the Voice and Video Workbench.