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Para iniciar la consola de chat del agente, realice los siguientes pasos:
Inicie sesión en la aplicación Luma con las credenciales de administrador, desarrollador o agente de Soporte.
Haga clic en el símbolo del agente (Agent Chat Console - Consola de chat del agente) en el panel de navegación izquierdo para iniciar la consola de charla del agente.
La consola de chat del agente tiene tres secciones importantes: Request Queues (Colas de solicitudes), Conversation Details (Detalles de la conversación).
Colas de solicitudes
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Login to the Luma application with the credentials of administrator, developer or Support agent.
Click the agent symbol (Agent Chat Console) in the left navigation pane to start the agent chat console.
The agent chat console has three important sections: Request Queues, Conversation Details.
Request queues
This section contains user requests and ongoing chat conversations between end users and Support agents. There are two queues: Waiting (waiting) and Ongoing (in progress).
Waiting - All active user requests awaiting agent assistance are queued here. This queue is available to all agents (Support agents, developers, or administrators) who have logged into the agent's chat console. The queue contains the requests in order of arrival. All chat requests with the Support agent will have the following information:
User information such as name, username, chat channel or group as configured by administrator / developer in tenant settings. For more information, see Manage Agent Chat Console Settings . Gestionar la configuración de la consola de chat del agente
Timeout That is, the amount of time left before the user's request expires. Indicates how long user requests could remain in agent chat queues. As a tenant administrator, you can configure the queue critical timeouts and warnings. For more information, see Manage Agent Chat Console Settings . Gestionar la configuración de la consola de chat del agente
Ongoing - Once a Support agent accepts a conversation from the waiting queue, the conversation moves to the Ongoing queue. This is an agent-specific queue and contains all ongoing conversations accepted by the agent. For each conversation in the list, the following information can be accessed:
User information such as name, username, chat channel or group, as indicated by the administrator / developer in the tenant settings. For more information, see Manage Agent Chat Console Settings . Gestionar la configuración de la consola de chat del agente
Timeout, that is, the time left before the conversation expires. As a tenant administrator, you can configure user and agent timeouts. For more information, see Manage Agent Chat Console Settings . Gestionar la configuración de la consola de chat del agente
The count of unread messages in the conversation that were received that were not resolved or viewed by the support agent.
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Conversation History - Once a Support agent selects a conversation from the queue, the user's conversation with the virtual agent or bot will be populated.
The GRAY messages on the left represent the end-user messages with the Luma agent or the Support agent.
The ORANGE messages on the right represent the messages from the Luma agent to the end user.
The messages in BLUE color on the right represent the messages from the Support agent. These messages could be from the agent who started the current session or also from a previous agent chat conversation.
Additional User information can display more information, such as name, username, chat channel or group, up to six fields, for better user identification. This can be configured by the tenant administrator in the Agent chat Console settings screen. For more information, see Manage Agent Chat Console Settings Gestionar la configuración de la consola de chat del agente .
End user request management
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