Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Introducing Agent Workbenches/ Online Chat Workbench
Updated on 2024-10-12 GMT+08:00
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Online Chat Workbench

An agent can use the online chat workbench to handle customer businesses through multimedia channels.

An agent can open the online chat workbench in either of the following ways:

  • Choose Online Chat Workbench.
  • After an agent signs in to a multimedia skill queue, the online chat workbench is automatically opened.

Figure 1 shows the online chat workbench GUI.

Figure 1 Online chat workbench

During a web chat on the online chat workbench, if the customer sends an attachment, the agent can click Receive to download the attachment.

During an email chat on the online chat workbench, select an email, click Download, and then click YES in the confirmation dialog box to download the email attachment.

Downloaded data contains personal data. Exercise caution when handling the downloaded data to prevent personal data leakage and abuse.

  • During an SMS or email chat with a customer, click to create a harassment record.
  • In the SMS or email session history on the online chat workbench, click to create a harassment record.
  • Click to access a visualized service guidance flow when the Agent Business Process Visualization feature is enabled and the Service Guidance menu permission is assigned to the agent.
  • Click the link next to Business Request to view the visualized flow.
  • The Incoming Call Message area displays information such as the customer name, customer number, client software environment, customer access channel, waiting time, and handled number. You can set a handled number to identify the service object. The handled number can contain a maximum of 50 characters.