Page Comparison

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1. The Live Agent logs into the Summit Application with Analyst access in order to participate in the conversations transferred from the Digital Agent to the Live Agent.
2. 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
   
   
3. Once the Live Agent clicks on , a new tab will open in the browser (refer the below screenshot), where the Live Agent can accept or reject the chat transfer request, view history log of conversations, and user details.
   
   
   Figure: Live Agent Hub screen
   
   
4. Live Agent will see all the new conversation transfer requests under the New Requests panel. Once the Live Agent clicks on the end user name under the New Requests panel, the Live Agent Hub window will display all the details related to that specific end user. The right side of Live Agent Hub window will show the options to Ignore or Accept the conversation transfer request. (Refer the below screenshot)
   
   
   Figure: Ignore or Accept chat transfer request
   
   
5. The middle panel of the Live Agent Hub screen displays the initial conversation that happened between Digital Agent and end user. When the Live Agent accepts the Live Agent Transfer request, the following toast message is displayed stating that the Live Agent is connected with the End User.
   
   
   Figure: Chat accepted 
    
   The conversation between the Live Agent and end user is displayed in the middle panel.
   
   
6. After the Live Agent accepts the conversation transfer request and starts the chat, the Live Agent Hub will have an End option (refer the below screenshot). The Live Agent can click End to end the chat.
   
   
   Figure: Live Agent Hub - end chat option

Live Agent Hub

The Live Agent Hub acts as a unified platform for Live Agents to view and manage conversations and conversation transfer requests. This hub allows Live Agents to access user details, historical conversation logs, and relevant data in real-time, facilitating a more informed response.

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1. New Requests: New conversation requests from the end users appear on the New Requests panel (refer to the screenshot below). Live Agents can navigate to the New Requests panel to accept or reject the conversation transfer request.
2. Active Requests: All the active conversations which the Live Agent has accepted and having conversation appear on the Active Requests panel. The active conversations are displayed end user-wise along with the end user name. Click on the end user name to chat with a particular end user.
3. History: The History panel displays the last five conversation history of a Live Agent with the name of the Live Agent, date and time of the conversation. Click on a particular history detail to view the entire conversation. Even if the end user ends the chat, the details of the conversation will appear on the History panel. (Refer the below screenshot)
   
   
   Figure: Agent history
   
   
4. User Details: The User Details panel on the right side of the Live Agent Hub screen displays information about the end user like the company name to which the end user belongs, location and email address. 
5. User's Record History: The User's Record History panel provides a log of the recent five ticketsfor the selected end user. There are two tabs in the User's Record History panel segregating Open and Closed tickets. (Refer the below screenshot)
   
   
   Figure: User's record history
   
   Once the Live Agent clicks on any ticket, it will open a new window where the details of the ticket can be found. The Incidents and Service Requests are displayed according to the Live Agent’s tenant access. For instance, if a Live Agent has IT tenant access but an Incident is generated in the HR tenant, that incident would not be visible to the Live Agent.
   
   
6. Action Panel: LiveAgents can create an Incident or Service Request themselves through the Action Panel. (Refer the below screenshot). There are two tabs in the Action Panel – Create Incident and Create SR. Click on the respective tabs to log an Incident or SR.
   
   
   Figure: Action panel
   
   
7. Eye Icon: The Eye icon near New Requests will enable Live Agents to quickly identify and understand which chats are being viewed by other Live Agents. (Refer the below screenshot)
   
   
   Figure: Eye icon in Live Agent Hub 
    
   The Eye icon is visible to all other Live Agents (except the one who is viewing the chat) if any one Live Agent opens the chat request and is viewing it. 
    
   If there is a new chat request from any end user, then the end user avatar under the New Requests section will have an orange border. (Refer the following screenshot)
   
   
   Figure: New chat request - orange border in End User avatar 
    
   If any Live Agent has opened and viewed a chat request, then the respective border of the End User avatar under New Requests will change from orange to grey. The End User avatar of the chat requests which are not viewed by any of the Live Agents will have an orange border. (Refer the following sample screenshot)
   
   
   Figure: Grey border on End User avatar 
   
   When the Live Agents hover-over the icon, then the tooltip will display the following information:
   
   
   1. If only one Live Agent is viewing the chat, then the tooltip will display ’Currently viewed by [Live Agent name]’ to other Live Agents. (Refer the sample screenshot)
      
      
      Figure: Eye Icon tooltip
      
      
   2. If there are two new chat requests and one is being viewed by a Live Agent, then all other Live Agents will see the Eye icon against the respective End User avatar. (Refer the following screenshot). Other chat requests which are not being viewed by any Live Agent will not have the Eye icon.
      
      
      Figure: Eye icon for chats viewed by Agents
      
      
   3. If more than one Live Agents are viewing the chat, then the tooltip will display 'Currently viewed by [no. of Agents] other Agents' to all other Agents who are not viewing the chat. (Refer the following screenshot)
      
      
      Figure: Eye icon tooltip displaying the number of Agents viewing the chat

Use Case

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.

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1. When the end user starts a conversation with the Digital Agent, the Digital Agent displays a welcome message and provides options to the end user to log an Incident or Service Request (refer the below sample screenshot). These options are configurable.
   
   
   Figure: Digital Agent displaying the options to the end user
   
   
2. The Digital Agent provides a solution in the form of knowledge articles.
   
   
   Figure: End user selects one option
   
   
3. Click I am Done to end the conversation with Digital Agent.
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
6. Once the end user starts conversation with a Live Agent, an End Chat button appears, which the end user can click on to end the chat with the Live Agent. (Refer the below screenshot)
   
   
   Figure: End Chat
   
   After the end user clicks End Chat, the following message is displayed by Digital Agent:
   
   
   Figure: Reset conversation
7. If all the human agents are busy and cannot accept the chat transfer request, then Digital Agent displays the following message to the end users:
   Image Added
   Figure: Human agent unavailable

End User Directly Converses with Live Agent

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