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Comment: Published by Scroll Versions from space WSDA and version DigitalAgent2.0.3

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To successfully bridge the connection between the Live Agent and the end user, perform the following steps:

  1. Login to Summit Application.
  2. Navigate to Admin > Infrastructure > Workgroup. On the Workgroup page, select a tenant and a Workgroup name.
  3. The Workgroup page has a new Enable Live Agent Transfer check box. Once this check box is enabled, the LAT icon is displayed on the Quick Access bar to the analysts for the selected Workgroup at the selected location.


    Figure: Enable Live Agent Transfer

  4. Select the Analyst Workgroup location. This will connect the end user from a specific location to the Live Agent who has the same Workgroup location. This process is referred to as Queue Routing.


    Figure: Selecting Analyst Workgroup Location

Note
titleNotes
  • If we select all locations, the live agent and end user will not get connected.
  • Select a particular location for a particular Workgroup.
  • If the end user does not have the location being configured, then the Digital Agent will trigger the alternative flow with the location not available message needs to be displayed.
  • The Live Agent can access the Live Chat icon only from the Summit application. This icon is not present in MS Teams or Slack.
  • The same set of LAT operations is applicable for MS Teams as well. However, the LAT in MS Teams and Slack does not have the reset option.
  • MS Teams and Slack does not have the analyst module. The analyst module is only in the web chat of Summit application.

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The following flowchart demonstrates the flow of LAT for the end user:

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Figure: Flow of Live Agent Transfer LAT for the end user

For the end user to have a conversation with the Live Agent, the end user must have the location configured. 

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Digital Agent helps end user to connect with a Live Agent through LAT. The end users can check log an INC or SR, check the status of the INS or SR, or report any other concern with the Live Agent.

Following is the use case for LATTo connect with the Live Agent, the end user needs to take the following steps:

  1. When the end user starts a conversation with the Digital Agent, the Digital Agent provides two options to the end user. First, my outlook is not working. Second, I need access to a folder.


    Figure: Digital Agent displaying the options to the end user

  2. The end user selects the first option to report an SR.

  3. The Digital Agent provides a solution in the form of knowledge articles.


    Figure: End user selects one option

  4. The end user, however, wants to talk to the Live Agent. The end user provides an input to talk to the Live Agent.


    Figure: End user requests Live Agent Transfer

  5. The Digital Agent confirms whether the end user wants to connect with the Live Agent. If the end user says ‘Yes’, the Digital Agent transfers the conversation to the Live Agent.


    Figure: Conversation transferred to Live Agent