Performing Other Agent Operations

This section describes other operations performed by an agent.

• Searching for Contact Records on the Workbench
  An agent can search for historical contact records.
• Viewing Session Information
  An agent can view session 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 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
  
• Viewing Customer Center Information
  The Customer Center card on the workbench displays the basic information, call information, and contact records. An agent can edit the basic information of the customer center on the voice and video workbench and online chat workbench during or after a session with a customer.
• Searching for Sign-in Logs
  An agent or tenant administrator can search for and export agent sign-in and sign-out logs.
• Performing Screen Recording for Agents
  After an agent installs the VRC client on the local PC, the AICC automatically starts the screen recording task when the agent status changes from the idle state to the state processing voice and video calls. After the call is released, the system automatically stops the screen recording.
• SmartCare Fault Demarcation
  
• Intelligent Case Filling
  When an agent creates a case on the workbench, the system automatically extracts the information contained in the text of the conversation between the customer and agent and fills the information in the corresponding case form to complete the case filling task, reducing manual case filling workload of the agent.
• Creating a Case by One Click
  An agent can click Create Case on the workbench to create a case.
• Searching for Satisfaction Statistics
  An agent can search for agent satisfaction statistics.
• Viewing the Customer Case List
  The Customer Case List card on the workbench displays information about cases that are not closed by a customer.
• Querying Rest Records
  An agent or tenant administrator can search for and export rest records of agents.