SightCall empowers agents to assist customers using visual support and AR technologies. These support sessions let both the customer and agent see exactly what is going on.
SightCall user types
SightCall documentation refers to four different user types:
- Admins configure and maintain SightCall using the admin portal (admin.sightcall.com). Admins can create use cases (scenarios) that enable features in the agent console (console.sightcall.com).
- Agents help customers solve problems during visual support sessions conducted using the agent console (console.sightcall.com) or on the SightCall app. Agents manage the visual support sessions.
- Guests are customers or technicians in the field, for example, who are connected to a visual support session but do not manage the session.
- Attendees are third-party participants that are invited to a SightCall multiparty session as subject matter experts, decision-makers, etc.
In addition, SightCall offers an API that can be used by developers and engineers for integration and customization.
This article provides an overview of how Agents set up and use SigthCall.
Getting help with SightCall
If you encounter a problem, your SightCall admin can help answer questions and troubleshoot basic issues. Your admin can also open a support ticket with SightCall if additional assistance is needed.
For more information, refer to Requesting help with an issue on the agent console.
SightCall empowers agents to provide visual support to customers or agents in the field.
SightCall for Customer Support
SightCall integrates seamlessly into your existing contact center workflow with minimal effort. The SightCall platform works in harmony with your current processes to maximize the impact of your service department. Using the SightCall platform, customers and agents can see and share the issues to resolve them.
SightCall for Field Agents
SightCall integrates into your existing job order workflow with minimal effort. The platform works with your current processes to maximize the impact of your technical service department.
About the Agent Console
SightCall visual support sessions are initiated by an agent (like you) using the SightCall mobile app for agents, the SightCall visual support console (console.sightcall.com), or a console integrated with Salesforce, Zendesk, SAP, ServiceMax, or ServiceNow.
The screenshot shows the desktop Agent Console during a visual support session, showing the Local and Remote panes as well as the My Settings menu.
For more information about how the connections to SightCall work, refer to the article, How do desktop connections to SightCall work?
Most of the instructions and procedures in this getting started guide are centered around the agent console. Integrated SightCall solutions offer the same feature set, but the location of the icons may be different.
The agent console supports most major modern browsers and operating systems. For details, refer to the Browser support article.
Agents can connect with desktop or mobile app
Desktop agents use a laptop or desktop system to connect to the agent console and conduct visual support sessions. Agents on a mobile device, such as an iPhone, use the SightCall app to conduct visual support sessions. The SightCall agent app has most of the features of the desktop agent console in a compact layout.
For details about the differences, refer to SightCall app versus desktop console experience.
Agent user accounts must be created by your SightCall admin.
SightCall supports a wide range of laptop, desktop, mobile, and “smart” devices. Agents need to be able to access the agent console using a laptop or desktop system or they can conduct visual support sessions using the SightCall app.
- Laptop and desktop system requirements
- Which mobile devices does SightCall support?
- Is SightCall compatible with Smart Glasses?
SightCall supports macOS and Microsoft Windows operating systems on laptops and desktops. In addition, SightCall also supports Android and iOS operating systems on mobile devices.
SightCall apps are available for Android and iOS devices.
- Latest versions and downloads of the Apps, Plugins, and Integrations
- Differences between the Visual Support and SightCall apps
- Links to Mobile Apps
Before you begin conducting visual support sessions, you need to install the SightCall plugin and extensions on your desktop or laptop. This might require help from your IT department.
If you are going to use the SightCall app, then you need to install and register with the SightCall app on your device.
- For instructions on how to install the plugin and extension, refer to Browser support.
- Links to Mobile Apps
The basic steps for a visual support session are:
- Sign on to your SightCall console from a browser or mobile app.
- Invite the guest to a support session.
- Conduct the support session using SightCall features and controls.
- End the session.
These steps remain the same even when connecting to a guest using a smart device such as the RealWear Head-Mounted Tablet (HMT).
TIP: The Sightcall quick start guide provides suggestions on how to walk a customer through a visual support session: SightCall quick start guide.
Conducting a session as a desktop agent
Desktop agents connect to SightCall using a browser on a laptop or desktop computer. The articles listed below provide instructions on how you can conduct a support session.
- Logging onto the console
- Guest connection modes
- Inviting a guest to a session by sending an SMS, email, or URL
- Controls during a call
- Pin codes in a session
- How to end a Visual Assistance Session (Video)
Conducting a session using the SightCall app
What if you are conducting a session as an agent using a tablet or cell phone? You can use these articles to register and conduct support sessions.
- Agent registration on the SightCall app
- Starting a call using the SightCall app
- Using multiparty calls with the SightCall app
- How to end a Visual Assistance Session (Video)
- How to log out from the SightCall app
- Getting started with the SightCall App
Using SightCall features during a session
The Using SightCall section of the Help Center has two sections that describe all SightCall features and how to use them during a session:
Using SightCall with Head-mounted tablets
SightCall supports smart glasses, including the RealWear head-mounted tablets (HMTs). When your conduct a support session with a guest wearing smart glasses, keep in mind that they are probably using voice commands. The articles below walk you through how you and your guest can use their smart glasses with SightCall.
- Using SightCall Visual Support with RealWear head-mounted tablets
- Connecting a session to a user with a RealWear head-mounted tablet
- Configuring a SightCall use case for RealWear head-mounted tablets
- Supported keywords for RealWear head-mounted tablets
- Features available in RealWear head-mounted tablets
If you encounter any problems, the SightCall Help Center has articles that cover the most common problems and how to fix them.
- What should I do when SMS is delayed / not received?
- How to change Audio and Sound settings in the Console
- Troubleshooting for Agents
- Troubleshooting common problems
Gathering coredumps and log files
Coredumps and log files help pinpoint where and how a problem may have occurred. These log files help admins and SightCall Support understand and resolve issues.