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Live Agent Transfer increases customer satisfaction since a live analyst can promptly respond to end user queries by providing the most relevant resolutions. Also, the end user can see the view the full history of their previous conversations.
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To successfully bridge the connection between the Live Agent and the end user, perform the below-mentioned following steps:
- 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 - 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
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- Digital Agent Transfers the Conversation to Live Agent:
When an end user begins a conversation with Digital Agent, the Digital Agent tries to provide a response/solution to the end user’s queries. If the end user is not satisfied with the response/solution provided by the Digital Agent for three consecutive times, then the Digital Agent asks whether the end user whether s/he wants to transfer the conversation to an analyst. If the end user says ‘Yes’, then the conversation on the Digital Agent interface is retained and the conversation is transferred to an available analyst. - End User Wants to Talk to the Live Agent:
If an end user wants to talk directly to the Live Agent even before conversing with the Digital Agent, the Digital Agent connects the end user with the Live Agent. As in the following use case, the end user provides an input - 'live agent' - in the Digital Agent without having any conversation with the Digital Agent. So, the Digital Agent then transfers the conversation to the Live Agent.
Figure: End user confirms Live Agent Transfer
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- The analyst logs into the Summit Application with Analyst access in order to participate in the conversations transferred from the Digital Agent to the Live Agent.
- Using the Live Chat
icon on the Analyst Dashboard page, the Live Agent (analyst) can 'Accept' or 'Ignore' the conversation transfer request from the end user.
Figure: Live Agent dashboard with Live Chat icon
Figure: Ignore or accept LAT request - Subsequently, upon accepting the conversation transfer request, the Live Agent starts interacting with the end user to provide a solution. The Live Agent can accept requests from multiple end users at a time. The end user continues to interact with the analyst on the Digital Agent while the analyst interacts using the Live Agent chat interface.
- The Analyst dashboard shows an End Chat option. When the analyst clicks this option, it will end the conversation between the Live Agent and end user. And the conversation will be restored between the Digital Agent and end user.
Figure: End Chat option in Live Agent dashboard
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- 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 - The end user selects the first option to report a an SR.
- The Digital Agent provides a solution in the form of knowledge articles.
Figure: End user selects one option - 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 - 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