Video Sessions

Introduction

The Video Sessions Module provides an efficient way for service employees to assist code users remotely. Through real-time video calls, augmented reality (AR) tools, and multimedia sharing, this module minimizes the need for on-site visits while enabling precise and effective customer support.

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Purpose of Video Sessions

Video sessions aim to:

• Reduce on-site visits by resolving issues remotely.
• Enable employees to visually assess problems and guide code users effectively.
• Provide tools for interactive problem-solving, such as AR features and multimedia sharing.
• Enhance the quality of customer support while reducing costs and downtime.

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Key Features and Capabilities

Remote Assistance with AR Tools

• Drawing: Employees and code users can draw live on video feeds, making it easier to highlight elements.
• Tracking: Employees can select an object on the video (e.g., a button) and keep it highlighted, even if the frame moves.

Multimedia Sharing

• Recordings: Sessions can be recorded with code user consent. Recordings are accessible to both employees and code users in the Video Session Details View.
• Screenshots: Employees can capture and annotate screenshots during sessions to provide clear guidance.

Customizable User Interaction

• Video Session Creation Button: Code users can create video session requests directly from the overview, providing quick and convenient access. (picture)
• Rating: After a video session concludes, code users can rate their experience and leave a comment, offering valuable feedback for service improvement.
• Preset Reasons: When requesting a video session, code users can select a reason for their request from predefined options (e.g., "Device Setup Issue" or "Software Problem"). These preset reasons streamline case handling. (picture)

Seamless Integration

• Service Escalation Within Tickets: Video sessions can be created directly from the Ticket Details View. If an issue cannot be resolved via the Messenger, employees can escalate the case and create a video session. A link to the session is sent to the code user in the Messenger, enabling seamless escalation and resolution.
• Text Assistant Integration: Video session request flows are embedded into action buttons within the Text Assistant. When users click these buttons, the request flow is initiated, guiding them through the process to request a video session effortlessly.

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Settings and Configuration

The Video Sessions Module is customizable to align with the needs of service providers. Below are the available configuration options:

Module Button Settings

• Module Button Color: Customize the button color to match the template’s main color or another selected color. (picture)
• Show Module Icon: Enable or disable the display of the module icon on the button. (picture)

Video Session Settings

• Allow Recordings: Enable the option for employees to record video sessions, provided code users give consent. (picture)(picture)
• Default Recording: Preselect recording for all sessions, with consent requested as part of the session request flow. (picture)
• Allow Screenshots: Enable employees to take and annotate screenshots during sessions.
• Display Employee Details: Show the name and profile picture of employees during calls for transparency. (picture)

Notifications Submodule

• Assign Notification Receivers: Specify employees or groups who will be notified of video session requests.
• Show Notification Receivers: Allow code users to see the names and profile pictures of the notified employees. (picture)
• Allow Code Users to Initiate Calls: Enable code users to start calls before employees confirm their request. (picture)

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Good to Know

• Advanced features like Tracking and Drawing enhance communication and simplify problem-solving.
• Video sessions are always linked to a device, ensuring centralized service history tracking.