Page Comparison

LAT - Canned Responses

User persona: Admin / Analyst

Canned Responses is a repository of pre-defined responses readily available for Live Agents to utilize while they chat with the end users. This streamlines the process of addressing common queries or issues.

For more information, refer LAT - Canned Responses.

• Enhance customer experience by quickly responding to end user queries
• Increase chat resolution rates and reduce response time
• Improve the productivity of Live Agents

Live Agents have the flexibility to transfer ongoing chats to other Live Agents with appropriate skills/expertise, or to the queue. They can also mention the reason for transferring the chat while initiating the chat transfer process.

For more information, refer LAT - Chat Transfer.

• Enhance efficiency and effectiveness of customer interactions
• Reduce response times
• Deliver personalized assistance to the end users

LAT - Chat Assignment and Routing

User persona: Admin / Analyst

Chat Assignment & Routing feature in Digital Agent provides the functionality to broadcast the live agent chat transfer requests to all the Live Agents or automatically assign them to the Live Agents.

For more information, refer LAT - Chat Assignment & Routing.

• Flexible and versatile assignment of chat requests to Live Agents
• Improve customer experience and operational efficiency
• Reduce the waiting time for users

LAT - Agent Chat Summary

User persona: Analyst

Agent Summary automatically condenses and highlights key points of the ongoing chats being handled by Live Agents. This helps the Agents to quickly understand the context and essential information about the conversation.

Note: Agent Summary is visible in the Live Agent Hub only when Copilot is enabled.

For more information, refer Live Agent Chat Summary.

• Saves time and allows agents to respond more promptly to user inquiries
• Reduces the risk of errors in understanding user needs and concerns
• Deliver more informed and personalized responses

Quick Links

User persona: End User

Quick Links are short, commonly used phrases that Digital Agent recognizes and displays to the end user to help with frequent ticketing topics for a specific customer.

Note: Contact our support team to get Quick Links configured.

For more information, refer Quick Links.

• Refine Digital Agent responses to deliver better user experience
• More accurate responses and a higher likelihood of resolving the issue on the first attempt

Import Canned Responses

User persona: Admin

Import and edit Canned Responses from a predefined Golden Set to the Workbench. The effortless selection and editing options allow you to customize Canned Responses as needed, while keeping unused Canned Responses available for later.

For more information, refer Import Canned Responses.

• Reduces the time and effort required to create and update Canned Responses
• Enhances productivity and ensures that responses are both accurate and consistent

Approval flow

User persona: Analyst

Digital Agent allows you to efficiently manage tickets, enabling actions like approving, rejecting, referring, forwarding, or putting them on hold directly within the chat interface.

For more information, refer Approval flow.

• Reduces the need to navigate multiple interfaces
• Enables continuous ticket processing
• Streamlines ticket management by allowing instant actions

Capture User Feedback

User persona: End user

Collect user feedback for critical conversations, such as after creating Service Requests or Incidents and after conversation with a Live Agent to gain valuable insights.

For more information, refer Capture User Feedback.

• Understand user pain points and preferences to deliver more intuitive user experience
• Feedback on ticket logging can highlight inefficiencies or areas for more effective resolutions

Reports and Dashboard Widgets

User persona: Admin

Following widgets are added/enhanced in the Reports & Dashboard that improve monitoring and analysis of the performance of Digital Agent:

• Chat Transfer Statistics
• Chat Transfer Reasons
• Chat Transfer Volume Trend
• Chat Transfer Reason by Agents
• Total time saved using Canned Responses
• Agent usage of Canned Responses
• LAT Trends widget
• Adoption Report by Location
• Feedback Report
• Volume of Feedback widget
• Feedback Distribution widget

For more information, refer Reports and Dashboard.

• Measure the efficiency of Live Agents in handling user queries
• Assess the effectiveness of canned responses
• Gain insights into different chat transfer metrics and user engagement

A configurable help text is displayed next to the Digital Agent icon, indicating that the chatbot is available to provide assistance and answer questions. It encourages users to click on Digital Agent icon for immediate help.

Note: Both the duration for which the help text appears and the help text content are configurable.

For more details, refer Creating tickets.

• Makes support easily accessible, especially for new users who might be unfamiliar with the platform
• Communicates that help is available at any time, reinforcing the availability of round-the-clock support

Timeout functionality

User persona: Admin / End user

Digital Agent detects inactivity during a conversation and displays a message when users are idle for too long.

For more details, refer User is inactive - Creating tickets.

• Improve user experience
• Notifying users after inactivity can prevent frustration by offering clear instructions on how to proceed

Web link in chat response for incident logging

User persona: End user

Provide a redirection link to the web application in chat response from Digital Agent for logging an incident for a specific tenant. To enable this configuration, please connect with the support team.

For more details, refer Link in the chat response to log an Incident - Creating tickets.

• Better customer service
• Provide greater customization capabilities within the incident management process

None Intent flow

User persona: End user

Digital Agent features a functionality where, if it doesn't understand the user input and lacks relevant help information, it prompts the user to provide more details or rephrase the question.

For more information, refer None intent flow - Creating tickets.

• Helps bridge the gap between the user's intent and Digital Agent's understanding
• Increased user engagement
• Helps in efficiently utilizing support resources by minimizing miscommunications

Open Q&A

User persona: End user

Digital Agent proactively engages users with an open-ended question, triggered either by a user-initiated reset action or after any input.

For more information, refer Open Q&A - Creating tickets.

• Ensures seamless interaction and personalized assistance
• Enhance user experience

Relevant catalog not found

User persona: End user

Digital Agent ensures seamless user support: if it cannot find a relevant catalog, it prompts the user to rephrase their question or provides a link to log a support ticket for further assistance.

For more information, refer Relevant Catalog not found - Creating tickets.

• Reflects a high standard of customer service
• Efficient issue resolution

Different UI for restricted user

User persona: Admin

• Give Admins better control over user access and interactions
• Offer a user experience that is tailored to the specific needs

Customize display of Knowledge Article in the chat response

User persona: Admin

• Easier for users to access information
• Customize viewing experience that can be aligned with specific use cases

Truncated Canned Response snippet

User persona: Admin

Lengthy snippets of Canned Responses get truncated with ellipses and displays the full content in a tooltip when hovered over.

For more information, refer LAT Canned Responses.

• Better readability and accessibility
• Clutter-free interface for better user experience

Loader in Reports and Dashboard

User persona: Admin

In all the Reports, there is a visual indicator that signifies the page or data is currently loading.

For more information, refer /wiki/spaces/DA22i/pages/58827937 Reports and Dashboard.

• Loaders prevent users from taking additional actions while the data is still being processed, avoiding errors or interruptions
• Visual feedback reassures users that the system is working, even during complex data processing

The Reports and Dashboard widgets are rendered based on the version of the Digital Agent.

For more information, refer /wiki/spaces/DA22i/pages/58827937 Reports and Dashboard.

• Allows older versions to display reports and widgets correctly, preventing issues with outdated interfaces
• Ensures users see data and layouts specific to the version they are using

Content type display in Conversation Reports

User persona: Admin

Reports capture the content types like carousels, cards, or other interactive elements displayed in Digital Agent while in conversation with a user.

For more information, refer /wiki/spaces/DA22i/pages/58827937 Reports and Dashboard.

• Detailed and diverse data analysis by including multiple content types
• Captures various content formats, ensuring no important information is overlooked

Unattended chat transfer message

User persona: End user

Digital Agent notifies users when their request to transfer a chat to a human agent is not accepted because of the unavailability of the agent. Digital Agent displays a message informing the user and continues assisting with their queries.

For more information, refer /wiki/spaces/DA22i/pages/58826281 Live Agent Transfer.

• Prevents frustration by clearly communicating when no human agent is available
• Keeps users informed about the status of their request, reducing uncertainty

Digital Agent displays a message to the end user if the Live Agent disconnects due to internet issues, closing the Live Agent hub window, or the entire browser.

For more information, refer /wiki/spaces/DA22i/pages/58826281 Live Agent Transfer.

• Users know the conversation has ended, avoiding uncertainty or frustration
• Signals a smooth transition of transferring the conversation to other available Live Agents