This feature is to help the helps end users when they need to escalate a person or are asking a question that Virtual Agent Luma cannot help them. hasn't been trained to handle. An End-user at any time during the conversation with Luma could explicitly ask to transfer to a live agent to fulfil the request that Luma is not able to handlecan say "transfer to agent" to Luma to explicitly ask chat with a person.
Additionally an Administrator or Developer can build the ability to transfer to an agent into the skill process through a pre-conversation action, conditional branching rules or suggesting skills in post fulfillment.
The following process flow diagram provides a visual representation of the transfer to agent chat console:
The end users need to click Transfer to Agent Chat Console and the Agents will attend to the end users by accepting the incoming request via agent chat console. End users are put into the waiting queue before accepted by analyst and is maintained for 15 minutes and put back to interact with luma Luma if no analyst accepts the chat request. Once the agent accepts chat, all communication will be between the end user and the live agent. If the end user wants to exit during the conversation with Agent, he can use the command “Exit from Agent”.
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Luma responds with "there are no agents to assist you" message if there are no agents to accept the user's chat. |
At any time, an end user can interact with one agent only. That means the end user can not interact with the agent by using other channels. After accepting the chat, If the analyst is idle for 15 mins, then the end user is put back into bot mode automatically. An analyst will launch the Agent Chat Console from the ISM. The analysts are given autologin into Agent Chat Console using the credentials from ISM session.
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