Versions Compared

Old Version 1

changes.mady.by.user Enterprise IT

Saved on

compared with

New Version Current

changes.mady.by.user Mayuresh Balaji Kamble

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Comment: Published by Scroll Versions from space WSDA and version DigitalAgent2.1

...

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.
  • 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.

Skill-based Routing in Live Agent Transfer

When an end user is conversing with the Digital Agent and requests for Live Agent Transfer, by default, based on the configuration of end user location and the Workgroup location, the routing of LAT happens. However, the Digital Agent can also connect to a Live Agent based on the skills. 

...

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

Image RemovedImage Added
Figure: Flow of LAT for end user

...

Once the Digital Agent transfers the conversation to the Live Agent, the Live Agent will need to perform certain steps to start conversing the conversation with the end user.

To start conversation with an end user, perform the following steps:

  1. The analyst 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 Image Removed icon icon Image Addedon the Analyst Dashboard page, the Live Agent (analystAnalyst) can 'Accept' or 'Ignore' the conversation conversation transfer request from the end user.
    Image Removed
    Image Added
    Figure: Live Agent dashboard with Live Chat icon
    Image Removed

  3. Once the Live Agent clicks on Image Added, 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.

    Image Added
    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)

    Image Added
    Figure: Ignore or accept LAT request
    Subsequently, upon accepting 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.

    Image Added
    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 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.
    Image Removed
    Figure: End Chat option in Live Agent dashboardHub will have an End option (refer the below screenshot). The Live Agent can click End to end the chat.

    Image Added
    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.

Live Agents have access to the following details in the Live Agent Hub window:

  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)

    Image Added
    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)

    Image Added
    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.

    Image Added
    Figure: Action panel

  7. Eye Icon: The Eye icon Image Addednear New Requests will enable Live Agents to quickly identify and understand which chats are being viewed by other Live Agents. (Refer the below screenshot)

    Image Added
    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)

    Image Added
    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)

    Image Added
    Figure: Grey border on End User avatar 

    When the Live Agents hover-over the Image Addedicon, 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)

      Image Added
      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.

      Image Added
      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)

      Image Added
      Figure: Eye icon tooltip displaying the number of Agents viewing the chat
Note
titleNote

If the Live Agent logs out of the Summit application, then the Live Agent is automatically logged out of the Live Agent hub window and the below message is displayed.

Image Added
Figure: Logged out message

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.

...

  1. When the end user starts a conversation with the Digital Agent, the Digital Agent displays a welcome message and provides two options to the end user . First, my outlook is not working. Second, I need access to a folder.
    Image Removedto log an Incident or Service Request (refer the below sample screenshot). These options are configurable.

    Image Added
    Figure: Digital Agent displaying the options to the end user

  2. The end user selects the first option to report an SR.
    The Digital Agent provides a solution in the form of knowledge articles.
    Image Removed
    Image Added
    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.
    Image Removed
    Image Added
    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.
    Image Removed
    Image Added
    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)

    Image Added
    Figure: End Chat

    After the end user clicks End Chat, the following message is displayed by Digital Agent:

    Image Added
    Figure: Reset conversation

End User Directly Converses with Live Agent

...

  1. Welcome Message for VIP User

    If the Digital Agent identifies the user as a VIP user, then it prompts a special welcome message.

    Below is a sample screenshot of the welcome message that Digital Agent displays to a VIP user:
    Image RemovedImage Added
    Figure: Welcome message for VIP user

  2. Redirect the user directly to Live Agent

    The Digital Agent will prompt a message to the VIP user whether the user wants to directly connect to the Live Agent before prompting to select a department, log an Incident or Service Request. 

    Below is a sample screenshot:
    Image RemovedImage Added
    Figure:     LAT for VIP user

  3. Redirect to LAT after a ticket is created

    After the Incident or Service Request ticket creation, if the Digital Agent identifies the end user as a VIP user, then the Digital Agent displays a dynamic message asking the user to connect to a Live Agent to get the issue resolved faster. 

    If the VIP user selects the option Yes, then the Digital Agent prompts the LAT. 

    A sample screenshot is shown below:
    Image Removed
    Image Added
    Figure: LAT for VIP user after ticket creation 

    If the VIP user denies transferring the conversation to the Live Agent, the Digital Agent will continue the conversation flow without transferring to the Live Agent. 

    Below is a sample screenshot:
    Image RemovedImage Added
    Figure: VIP user denies LAT