HELP FILE

What Can the Agent Do?

During a Rescue Live Lens session, the following features and tools are available to the support agent.

End session

Transfer session
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
The agent can mute/unmute the audio connection at any time during the session.

Note: The availability of the VoIP Audio feature depends on a permission granted by a Rescue Live Administrator.
Volume on/off
The agent can turn on or off the volume at any time during the session.

Note: The availability of the VoIP Audio feature depends on a permission granted by a Rescue Live Administrator.
Snapshot
The agent can create screen captures/snapshots during a support session.

Note: The availability of this feature depends on a permission granted by a Rescue Live Administrator.
Full-screen
The agent can enter and exit full-screen mode at any time during the session.

Flashlight
The agent can turn the flashlight of the customer's device on/off.
Restriction: This feature is only available when the customer is using an Android device equipped with a flashlight.
Currently, control of the flashlight may not be available on a limited number of Android devices having multiple cameras.
Start Annotation
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
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
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
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
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 Annotation.
Log
The agent can click Log to show or hide the Log panel.

Notes
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.