Glossaire
What is video triage?
Video triage is the classification step in a short visual session: observe, assess severity, and route to the right outcome—remote fix, spare part, technician, or external provider.
At a glance
Key points in 30 seconds
- In context — Video triage: classify an incident in 5–15 min via customer camera.
- The finding — Outcomes: resolved, part, dispatch, callback.
- What you retain — Cuts trips 20–35%.
- In practice — Tool: Assistance Video browser link.
Definition: Fast classification of a technical incident during a video session, aiming to route toward the most efficient resolution without a superfluous trip.
Video triage in the hotline workflow
After phone intake, if the case is visually qualifiable, switch to video → observe → state an explicit decision at session end. Document the decision for traceability.
Indicators of successful triage
Duration 5–15 min, decision announced, no callback within 24 h for the same symptom, trip avoided or better targeted.
Frequently asked questions
Triage includes routing decision; diagnosis focuses on technical understanding—often the same session.
After-sales hotline, concierge, camping/hotel reception, maintenance dispatch.
5 to 15 minutes as standard.
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