Performing Other Agent Operations

This section describes other operations performed by an agent.

• Querying Historical Contacts
  An agent can query historical contact records.
• Viewing Inbound Call Information
  An agent can view inbound call information.
• Setting the Handled Number
  During a call, an agent can set the handled number to identify the service object.
• Setting Call Reasons
  An agent can set call reasons to identify the customer.
• Setting the Online Chat Service Time
  An agent can set working hours to maximize agent utilization.
• Configuring the Personal Center
  Agents can query their own agent and employee information in the personal center, configure personalized nicknames and greetings for themselves, and set personalized agent parameters.
• Configuring Personalized Common Phrases
  Agents can configure personalized common phrases in advance to improve work efficiency.
• Sending Notifications
  Agents can send internal messages and send multimedia messages (SMS messages, WhatsApp messages, or emails) during calls with customers.
• Viewing Skill Queue Adjustment Records
  An agent or a tenant administrator can query skill queue adjustment details.
• Viewing Identity Authentication Records
  An agent or a tenant administrator can query identity authentication details.
• Performing Identity Authentication
  During a call with the customer, an agent can initiate an authentication process to authenticate the customer identity.
• Viewing Customer Information
  An agent can view customer information on the audio and video workbench.
• Managing Documents
  An agent can search for documents of the current tenant space by page based on criteria, or invalidate, preview, or download documents.
• Creating Harassment Records
  
• Editing Customer Information
  An agent can edit customer information on the voice and video workbench and online chat workbench during or after a session with a customer.
• Querying Sign-In Records
  An agent or tenant administrator can query and export agent sign-in and sign-out logs.
• Searching for Satisfaction Statistics
  An agent can search for agent satisfaction statistics.