Live Video Assist

Enabling this Feature

This feature requires specific configuration for your setup. If interested in adding this feature please contact your Gamma Customer Advocate.

Once setup, User permissions settings in SmartAgent will need to be selected for respective roles to have the ability to create Live Video Assist sessions (E.g Agent) and the ability to view recordings and images and edit those images (e.g Supervisor).

Live Video Assist Tool

The Live Video Assist tool allows agents to create a video sharing session with a customer. This can be used to provide guidance for customers to resolve remote hardware issues or capture screenshots of home layouts or site surveys, reducing the need for costly onsite visits.

Starting a Live Video Assist Session

An Agent can only setup a Live Video Assist session when they are on an active call, this can be inbound or outbound call. If a live video assist session is needed they would go to the Live video Assist tab and select the “Request Live Video Assist” button.

The Agent is then given a reminder that it will be advisable for the customer to put their Mobile phone on “speaker” ahead of sharing the video, so they will still be able to hear the Agent while sharing their video.

They may also find it useful to advise the customer that they can toggle their camera off and on at any point in the capture session, if they need to do so for privacy reasons, rather than choose the “end” the session option.

The Agent confirms the number of the Mobile phone that the customer will be using (this will be pre-populated if it is the inbound number. If this is a landline number then the agent will need to amend this to a suitable mobile phone number and select the “Send Request” button.

The Customer will be sent an SMS message including a hyperlink to join the Live Video Assist session. This may take a few moments for the customer to receive it.

The Agent will have a “waiting” screen as shown below If needed they can cancel the session at this point and resubmit a request if the customer has not received the SMS message after a reasonable period of time.

The customer will receive a link via SMS message which they will need to select on their phone.

The customer may need to agree to any permission settings that are triggered by their personal phone setup.

They can also then be presented with options to select which camera will be used for the video capture (Front, reverse, or toggle on/ off camera for privacy reasons). The default setting is the front camera is used with a blurred background.

They can also be presented with options to amend any auto blur settings (remove background blur etc). These settings can be “branded” as per your corporate requirements.

The customer can also adjust to a Portrait/landscape screen capture, based on the orientation of their phone.

Once the customer has joined the session, the Agent’s screen will show the video feed from the customers camera. The Agent can then take screenshots as required from the video feed by selecting the “Take Screenshot” button.

They can ask the customer to amend the camera, landscape/ portrait or blur settings but do not have any control over these settings.

There may be a small lag in the feed, so the Agent may need to ask the customer to move slowly / hover over items of interest to capture the screenshots required.

The Agent can capture multiple screen images and can select multiple images to delete or download from the menu of captured images below the live capture screen.

The “Download” option will save any selected images to the “download” file specified in the users browsers settings in their PC. Deleted images will not be saved to the CTR record of the contact. Any screenshots taken on the session will be automatically stored in the CTR record, along with a video recording of the video capture session.

The Agent can choose which video screenshots to keep while onscreen with the customer or can do this after the video capture session has finished or even whilst in ACW mode after the call has finished.

Ending a Live Video Assist Session

The Agent can end the video session by selecting the “end session” button. The customer can end the session by selecting the red “end” telephone icon at the top of their Mobile screen.

This will not end the voice contact but will end the video capture session. They will not be able to start a new video capture session if details have already been recorded against this call. If a further video capture session is required this will need to be done on a new call.

The Customer will get confirmation on their phone that either they or the Agent have ended the video capture session.

Once the video assist session is over the Agent will return to being in voice call only and can then end the call and go into ACW mode as normal. While in ACW mode the Agent can be allowed to access the video recording and take any additional screenshots / edit the screenshots.

Once the Agent has ended the contact they will not have access to the screen recording or screenshots. Access to previous Live Video Assist sessions will only be available for users with access to the Contact Search Screen.

Viewing Live Video Assist session in Contact Search Screen (CTR Screen)

Live Video Assist session recordings cannot be “live monitored” from the real-time metrics (RTM) screen. The live monitoring on the RTM screen will only have the audio details from the call.

However if you need access to the content of the live video assist session then users with access to the Contact Search (CTR screen - Typically Supervisors) can be given access to view the recordings taken in a video assist session. They can also be given the permission to take additional screenshots from the recording of the session or edit the existing screenshots if required.

On the CTR search screen Live Video Assist sessions will show as voice calls with attachments and a recording icon. The attachments are the individual screenshots selected by the agent and the recording is the recording of the Live Video Assist session.

Selecting the CTR record of the contact will bring up the normal CTR screen with two additional features. As well as the normal Audio recording of the call, there will be a recording of the Live Video Assist session.

Selecting the “play” button below the screen you can replay the recording of the session (NB if the recording is long it may take a few minutes after a call is completed for the recording to be available).

If the user has the permissions enabled they can take further additional screenshots, if needed, while watching this video playback and can edit the recorded screenshots in the field below the Live Video Assist window. These amendments to the screenshots will be reflected in the CTR record once completed.