Video Call - Screen Overview
Whether a SQOD Waiting room or Scheduled consultation , video call features and functionality are the same in both features. An agent instigates the start of an appointment by either selecting the customer in a Waiting room to then start a call, or by starting a scheduled call .
See 'How to Guide - Agent' for more on this.
Individual Consultations
The Agent is the first to join the appointment.
From here the agent can decide whether to alter call settings via the icons in the top right hand corner of the call screen. Icons here offer the Picture in a picture feature (see example), Meeting diagnostics, Settings (settings cog), Meeting timer and Toolbars (ellipses) - respectively.
Example of picture in a picture
Once the settings cog is selected, you have the flexibility to change Room Settings and Device preferences.
Notably, video and audio settings can be changed by selecting that option, giving an agent the ability to swap out equipment, based on preference, in advance of the consultation.
Background options can be changed by choosing 'Effects', seen here. SQOD offers the ability to upload your own branded background.
Editing 'Advanced' settings is available, using the sliders displayed.
Settings features available to an agent are designed to offer flexibility and ease when adjusting to diverse and fast paced environments for consultations.
To the bottom of the call screen, functionality icons are easily accessed.
The image here, is of a 1:1 appointment, with the standard layout once a customer has joined.
Invite 3rd Party Guest (Waiting Rooms only)
Should a customer decide to invite a third party guest into the call, the agent can use the share link feature, represented by this icon:
From here, an agent can 'Share the details' by either copying the appointment link via the weblink tab into their own coms, sending an SMS text message or sending an email. The image here displays sending via email.
Nb. the customer will need to provide contact details. Once the link is sent, it remains a live invitation link for the duration of the call only and not beyond.
The 3rd party guest has joined the customer and agent in this image, with agent central, customer top right, and 3rd party guest sitting bottom right.
Nb. A screen layout is personal preference and can be adjusted in SQOD based on user preference.
End Meeting
When the consultation is ready to come to a close, the agent selects the 'Leave' icon from those along the bottom of the screen, and selects 'End the meeting for all'
An 'End meeting' notification will appear, to ensure the agent is sure they want to end the call, and can then choose to 'End Meeting'. If selected in error, the agent can choose to cancel and continue with the call.
In addition, an agent has the option to 'end the call just me'. By default, this navigates the customer back into the waiting room in a holding status to allow the call to be re-picked up by the same or another agent.
Groups Consultation (Waiting rooms only)
Group consultations can be made with ease on the platform. From the start of a call, an agent can join customers simultaneously or consecutively into a waiting room when they choose to.
This is handled from the waiting room, once multiple customers are waiting.
An agent selects the checkbox next to each customers' name, and starts a group call by selecting the green 'Start Group Call' button.
Here is the standard view offered when two customers have joined. The agent is in the bottom right hand corner of the screen, with both customers central to the screen.
Nb. the spare space is available to accommodate more customers joining.
The image here displays an additional customer joined into the same call:
Features and functionality available in individual consultations are also available in SQOD's Group Consultations feature.
Virtual training is available on any of these features, please reach out to your SQOD representative.
End.