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What is Live Agent Transfer?

Live Agent Transfer is the transfer of a conversation between CINDE and an End User to an Analyst (Live Agent).

When is Live Agent Transfer Done?

CINDE can transfer conversations to an Analyst in instances where either CINDE is unable to provide correct solution to the End User's queries or if the End User wants the conversation to be transferred to an Analyst. This improves customer satisfaction where the user queries are transferred directly with all the conversation history to a live Analyst, which helps in providing quick solutions to the users.

Transferring CINDE-End User Conversations to Analysts

CINDE Transfers Conversation to an Analyst

CINDE tries to provide a solution to the End User's queries. After providing responses for 3 times, if the End User is not satisfied with the solution, CINDE asks the End User if the conversation can be transferred to an Analyst (Live Agent). If the End User says Yes, the conversation on the CINDE chat interface is retained and transferred to an available Analyst.

Figure: CINDE transfers conversation to Analyst

End User Transfers Conversation to an Analyst

If an End User is not satisfied with the solution provided by CINDE or is unable to get the required response from CINDE, the End User can transfer the conversation to an Analyst (Live Agent).

The End User can click the Live Agent Transfer icon on the Quick Access bar of the CINDE pop-up page.

Figure: End User transfers conversation to Analyst

End User Wants to Talk to an Analyst

If an End User wants to talk to an Analyst even before the conversation starts, CINDE connects the End User to an Analyst (Live Agent).

Figure: End Users wants to Talk to Analyst

How this Works?

The Analysts logged into the SummitAI application with Analyst access participate in the transferred conversations. Using the Live Chat icon on the USER DASHBOARD page, an Analyst can Accept or Ignore the request from the End User and interact with the End User to provide a solution. An Analyst can Accept requests from multiple End Users at a time. The End User continues to interact with the Analyst on the CINDE pop-up page while the Analyst interacts using the Live Agent chat interface (see the following screenshot).

Figure: Live Agent Chat pop-up page

Idle User

If an End User is idle without typing or using the chat interface, the chat gets disconnected automatically after 30 seconds.

Figure: Analyst Chat Interface - Idle User

More Queries for CINDE

After the Analyst ends the conversation, the End User can continue to interact with CINDE and ask more questions. If there are no further queries, the End User can end the conversation.

End User is Unable to Resolve Issue After Interacting with Analyst

If the End User is not able to find a solution even after interacting with an Analyst, the End User can log an Incident or raise a Service Request (as relevant).

Configuration

A new, Enable Live Agent Transfer, check box is added on the WORKGROUP page. If the check box is enabled, the Live Agent Transfer icon is displayed on the Quick Action Bar to the Analysts for the selected Workgroup at the selected Locations. For more information see, Configuring Workgroups in SummitAI Platform.

Figure: WORKGROUP page

Note:

To enable the Live Agent Transfer option, the Enable Assistant check box must be enabled on the APPLICATION SETTINGS page. For information about configurations on the APPLICATION SETTINGS page, see the SummitAI Platform Online Help.

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