The Associate Desktop Audio Interface
Use the Audio interface when you are on an audio call.
| Icon | Description |
|---|---|
| Status | When you are in a call, your status automatically changes to On a call. |
| Call Duration | The duration of the engagement displays. A red circle indicates that the engagement is being recorded. |
| Caller Information Panel | The caller information panel displays all the information automatically collected by Live Experience. Click the icon next to the panel to expand and collapse the panel. |
| Caller Name and Avatar | The caller's name and avatar displays during the call. |
| Microphone | The large microphone icon in the center of the interface identifies this engagement as an audio engagement. |
| Options | Click Options (a six dot grid on the lower
toolbar) to see a list of all the possible features and options
available in an audio engagement. Your available features and
options depend on how your Live Experience is configured and which
features are enabled in the engagement scenario you're using.
Possible options include asking the customer to share their camera, their screen, or to start a Co-browse session; sharing your own camera or screen; sending the customer an SMS message or an in-channel message; creating a meeting; adding another associate to the call; or transferring the call to another associate. Note: When you start a Co-browse with a customer, a new browser
window appears for the Co-browse session. The Co-browse
window can't be recorded.
|
| Pause | Click Pause to pause the audio engagement. When paused, you can't hear the customer, and the customer can't hear you. |
| Exit | Click Exit to end the engagement for you and your customer. |
| Mute | Click Mute to mute your microphone so that your customer can't hear you. You are still able to hear the customer. |