Calls (Video KYC Call Center)

The Calls area is the agent-facing Video KYC call center. Agents manage their availability status, receive incoming call notifications, and join call rooms.

Routes

• Call center: /calls
• In-call page: /call/:customerID/:roomID/:callID

Permissions

• The Online status requires camera and microphone access to be allowed in your browser. If you haven't granted these yet, your browser will prompt you when you first go Online. If you deny access, your status will be set to Offline automatically.
• Upload Document during a call is only available to agents who have the document upload permission. Contact your administrator if this button is missing.

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Call Center (/calls)

Agent controls

Control	Description
Notification Sound toggle	Enables or disables the ringtone for incoming calls. Preference is persisted to LocalStorage.
Video Call Settings	Opens the video settings dialog to review and update audio/video device settings.
Your Status selector	Sets the agent's current availability (see statuses below).
New Call button	Opens a dialog prompting for a customer ID to initiate a new outbound call flow.

Agent statuses

Status	When to use
Online	You are available to receive calls. Camera and microphone access must be allowed in your browser.
Offline	You are not available. No incoming calls will be routed to you.
Break	Set this when you are taking a short break and will return soon.
Meeting	Set this when you are in an internal meeting and unavailable for calls.
Education	Set this when you are in a training session.

Your status is remembered between sessions. If you close the browser and reopen it within a short time, your previous status will be restored automatically. After a longer absence it will default back to Offline.

tip

Always set yourself to Offline before ending your shift so no calls are left waiting for you.

Incoming call handling

When the agent is Online and a call with status WAITING or ESCALATED is available, the left panel shows:

• Customer name (masked — only the first character of each name part is visible, the rest replaced with asterisks)
• Call timestamp (formatted as DD/MM/YYYY HH:mm)
• Call status
• Answer button

If the agent is already on a call (a TALKING call is assigned to their name), the left panel shows an "on call" message instead and no new incoming call is presented.

Clicking Answer:

1. Stops the ringtone.
2. Opens the in-call page in a new browser tab.

note

Browser pop-up blockers can prevent the in-call tab from opening. Ensure pop-ups are allowed for this domain.

Call queue

Incoming calls are distributed across available agents automatically. When multiple agents are Online, calls are spread evenly. If the queue builds up, calls are assigned immediately to prevent customers waiting too long. You do not need to do anything — just stay Online to receive calls.

Desktop notifications

When the agent is Online and a new incoming call arrives, the browser's Web Notifications API is used to show a desktop notification. Clicking the notification answers the call (same behavior as the Answer button). The notification closes automatically after 10 seconds.

Connection errors

If Studio loses its connection to the call server, a notification will appear on screen. The most common causes are a network interruption or a session that has timed out. Refreshing the page usually resolves the issue. If errors persist, contact your administrator.

Statistics

Below the call area, the page renders two statistics components:

• InstantStatistics — real-time call statistics.
• Statistics — call history and aggregated statistics based on the current call list.

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In-Call Page (/call/:customerID/:roomID/:callID)

Layout

The page is divided into two columns:

• Left column: Live video feed for the call. The customer's name is shown above the video.
• Right column: Documents panel — view and upload documents for this customer.

Documents panel

• Upload Document button — opens the upload dialog. Disabled if the agent does not have the add_document permission. Documents uploaded via this dialog use VIDEO as the default source.
• Uploaded documents for the customer profile are listed below the button via the UploadedDocuments component.

Expandable panels

Two expandable panels are shown below the main row, both expanded by default:

Panel	Description
Checklist History	Displays the checklist history for the current call/profile.
Previous Calls	Displays previous calls for the current customer.