Video Session

Definition:
A Video Session is a one-on-one video call between a code user and an employee, designed to facilitate remote communication and collaboration. Video Sessions include features like augmented reality (AR) tools to enhance understanding and improve service efficiency.

Purpose:
Video Sessions enable direct and interactive communication between code users and employees, supporting efficient resolution of service cases and improving collaboration through visual tools.

Key Characteristics:

• AR Features:
  • Includes tools such as "drawing" and "tracking" to enhance mutual understanding between participants (picture).
• Accessibility and Visibility:
  • Public by Default:
    • Initially, Video Sessions are public and intended for communication between code users and employees.
    • Public sessions are accessible to both parties and allow for collaboration.
  • Internal Setting:
    • After creation, Video Sessions can be set to internal to hide them from code users.
    • This setting allows employees to retain the session as a service record without deleting it, ensuring it can be referenced later if needed.
• Recording Option:
  • Video Sessions can be recorded if both parties agree (picture).
  • Recordings of public Video Sessions are accessible to both employees and code users (picture).
• Screenshot Functionality:
  • Allows participants to take and edit screenshots during the session, for example, to highlight important areas.
  • Screenshots are available to both employees and code users after the session ends (picture).
• Integration with Tickets:
  • Video Sessions can be linked to tickets for comprehensive documentation of service cases (picture).
• Status Tracking:
  • Includes a Status Bar to visually represent the current status of the Video Session.
• Ratings:
  • Code users can rate Video Sessions after completion, providing feedback on service quality (article: Ratings).
• Creation and Requesting:
  • Employees can create Video Sessions via the Messenger within a ticket. These sessions are automatically linked to the respective ticket (picture).
  • Code users can request Video Sessions, and employees respond to these requests at the appropriate time (picture).
• Direct Call Feature:
  • Allows code users to initiate a call immediately.
  • This feature is disabled by default and can be enabled as needed.

Benefits:

• Improved Collaboration: Facilitates real-time communication with visual tools to enhance understanding.
• Comprehensive Documentation: Screenshots, recordings, and ticket integration ensure all details are documented.
• Flexible Visibility: The option to set sessions to internal provides a way to retain important records while restricting unnecessary access.
• Enhanced Service Records: Keeps detailed documentation accessible for future reference or auditing.
• Flexibility: Supports various use cases, from troubleshooting to customer assistance.