HELP FILE
What Can the Agent Do?
During a Rescue Live Lens session, the agent can perform the following actions:
- End session
- Transfer session
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The agent can pass a
Rescue Live Lens session to another active agent within their organization.
For detailed information, see Transferring a Session.
- Mute/Unmute audio
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The agent can mute/unmute the audio connection at any time during the session.
- Volume on/off
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The agent can turn on or off the volume at any time during the session.
- Snapshot
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The agent can create screen captures/snapshots during a support session.
- Full-screen
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The agent can enter and exit full-screen mode at any time during the session.
- Start Annotation
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During an active session, the agent can freeze the video stream, and highlight particular areas or objects of interest.
- Free sketch
- The agent can draw freehand annotations that are visible on both the agent's and the customer's device screen.
- Smart sketch
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The agent's drawing motions are auto-completed into readily-available shapes, such as, a circle, a straight line, or a square frame. These annotations are visible on both the agent's and the customer's device screen.
Restriction: This feature is not available for agents accessing the Live Lens Agent Console from a mobile device.
- Highlighter
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The agent can draw freehand to highlight particular areas or objects using the selected color.
Restriction: This feature is not available for agents accessing the Live Lens Agent Console from a mobile device.
- Add text
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The agent can insert an editable text box to help the customer with written annotations.
Restriction: This feature is not available for agents accessing the Live Lens Agent Console from a mobile device.
- Numbered arrows
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The agent can draw straight lines to add arrows with incremental numbers.
Restriction: This feature is not available for agents accessing the Live Lens Agent Console from a mobile device.
- Undo/Redo
- The agent can undo or redo the last action they performed during the session.
- Clear all
- The agent can delete all annotations from the screen.
- Stop Annotation
- To stop annotations, and continue the video stream, the agent can click Stop.
- Log
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The agent can click
Log to show or hide the Log panel.
- Notes
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The agent can take notes during the session by clicking
Notes. The panel is split to Notes and Accounting Info. The agent can save their notes by clicking
Save.