Expert Console | User Guide | Zoho Lens

Technician Console

The technician console is a toolbar which contains the functions a technician can use to assist the person at the remote end. It is a browser-based console and does not require installation at the remote end.

The functions available to the technician are:


Text Chat

Text chat allows you to interact with the person at the remote end during a session. You will be able to provide work instructions or collaborate to resolve an issue at the remote end. 




Notes

The Notes option in the technician console allows you to store crucial information during a session. You can also edit the session notes of previously conducted sessions, which is helpful for documentation and auditing purposes. Click here to check out how to edit session notes for previously conducted sessions.




Snapshot

You can capture specific events during a session with the Snapshot option. You can open up a snapshot that was captured during a session to analyze the situation. The snapshots that are captured will automatically be saved in the cloud and will be available to Admins and Super Admins.




3D Annotation


You can use our 3D annotation to highlight objects in the real world. To make an annotation, tap on a spatial point you want to annotate on any real object. The annotation placed on an object will remain even if the smartphone camera is pointed away from the object. You can currently place 3D arrows on objects. During the session, you'll be able to place up to 20 arrows at any time. 

Note: Arrows placed by the technician and customer will be differentiated based on color.




2D Annotation

This option lets you to mark up and highlight the remote user’s screen while in a screen sharing or remote support session. This feature has a drawing tool, rectangular marquee tool, elliptical marquee tool, an eraser, and a clear screen option.





Freeze 

This option lets you freeze the live stream at any point during a session. You can annotate to add technical details and analyze the scenario in greater detail. 





Mute

You can use the Mute option in the console to turn off your microphone during a session.




Zoom

The Zoom option allows you to zoom the view of the incoming camera stream in or out. This can be used to see a situation in greater detail. 





Live Text (Optical Character Recognition)

Live Text uses machine learning to detect text from an image. You can use Zoho Lens to fetch information from live images off your camera feed. Tap on the Live Text  to scan the image for text. You can interact with the image by copying the text or a number using Live Text.