The Associate Desktop Video Interface
Use the Video interface when you are on a video call.
The customer's video feed, which is their camera or their screen depending on what's being shared, occupies most of the video interface. The following icons and panels display over the video engagement.
| Icon or Panel | Description |
|---|---|
| Status | When you are in a call, your status automatically changes to On a call. |
| Video | Click the video icon to stop sharing your camera with your customer. |
| Pencil | Click the pencil icon to use the annotation feature. |
| Camera | Click the camera icon to freeze the video so you can annotate on a still image. |
| 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. |
| Options | Click Options (a six dot grid on the right of
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.
|
| Your video feed | Your camera feed, if you are sharing your camera, is inlaid in the video interface so that you can also see yourself as the customer sees you. |
| Pause | Click Pause to pause the video engagement. When paused, the video stream is interrupted, you can't hear the customer, and the customer can't hear you. |
| Exit | Click Exit to end the engagement for you and for 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. |