Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Handling Video Businesses/ Consulting

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

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Consulting

An agent can initiate a consultation request during a call with a customer. During consultation, the call channel of the customer is held, and the agent who initiates the consultation request talks with the agent who accepts the consultation request.

Context

During consultation, the call between the agent and customer is held, and the agent talks with another agent or an external party who accepts the consultation request. After the consultation call ends, the current agent can continue to talk with the customer.

Procedure

An agent in talking state clicks on the connection bar to open the consultation page.

Consultation supports three modes: skill queue, agent, and external number.

Consultation with a skill queue
Consultation with an agent
Consultation with an external number

Parent topic: Handling Video Businesses

Previous topic: Holding Calls

Next topic: Releasing Calls

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