SightCall Vision Console brings the main remote visual support workflows into a task-oriented workspace where agents can create and manage sessions, collaborate with guests, review session results, and access capabilities such as Snap, Xpert Knowledge, and Insights.
Start and manage sessions
Agents start from the Session Scenario assigned to them. Depending on the tenant configuration and workflow, Vision Console can support scheduled sessions, Instant Sessions, and Snap-only sessions.
Session Scenarios present the available session workflows to an agent.
Instant Sessions provide a simplified way to create a session using basic guest details.
Snap-only sessions let a guest capture and submit photos or videos without joining a live call.
Active sessions can be closed when they are no longer needed. Closing a session invalidates its guest link while retaining session history.
Related article: Create and manage sessions in Vision Console
For organizations that separate scheduling from call handling, the Dispatcher role can create or edit a session and assign another eligible agent as the Session host.
Related article: (Dispatcher) Agent scheduling a SightCall session for another agent
Work during a live session
Console V3 provides visual collaboration tools for gathering information during a session. Depending on configuration, agents can use capabilities such as OCR, code scanning, guest media sharing, annotations, and location information.
Related article: Capture and collaborate during a Vision Console session
Review session results
After a session, agents can review session activity and captured media. Meeting Reports provide a consolidated record of the session. Snap activity is included in the existing Console V3 reporting experience rather than creating a separate report type.
Related article: Review activities and session results in Vision Console
Use Snap
Snap supports visual evidence collection with or without a live call. Administrators can configure whether guests can capture photos, videos, or both.
Related articles:
Using Snap
Snap Configuration Guide
Use Xpert Knowledge
Xpert Knowledge v2 provides a current knowledge workflow in Console V3. Depending on role and configuration, users can access tutorials, preview and pin content, provide feedback, upload and share content, and use supported translation and chat capabilities.
Xpert Knowledge v1 is deprecated. The v2 documentation should be treated as a new documentation set rather than an extension of the v1 guide.
Related articles:
Using Xpert Knowledge in SightCall Console
Configure Xpert Knowledge
Use Insights
Eligible users can open Insights from the SightCall administration experience and use Console V3 to review operational information.
Related article: Using Insights in SightCall Console
Configuring Vision Console
Administrators configure the workflows and presentation available to users. Key administration areas include:
Session Scenarios and invitations
Virtual backgrounds
Message Templates
Snap
Xpert Knowledge
User language and display preferences
Related articles:
Configure session scenarios and invitations
Message Templates
Configure virtual backgrounds
Configure Xpert Knowledge
Console user preferences
Integrations
Console V3 can be used from supported business applications and contact-center workflows.
NiCE
Microsoft Dynamics