This feature helps end users when they need to escalate a person or are asking a question that Virtual Agent hasn't has not been trained to handle. An End-user at any time can say "transfer to agent" to Luma to explicitly ask to 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 through agent chat console. End users are put into the waiting queue before being accepted by the analyst and is maintained for 15 minutes configurable time (for example, 5 minutes) and put back into the waiting queue to interact with Luma if no analyst accepts the chat request. Once the agent accepts the 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 they can use the command “Exit from Agent”.
| Info | ||
|---|---|---|
| ||
Luma responds with "there are no agents to assist you" message if there are no agents to accept the user's chat. However, if the user tries to reach an agent outside the organization's business hours, then a pre-configured message appears to the users. |
At any time, an end user can interact with one agent only. That means the end user can not cannot interact with the agent by using other channels. After accepting the chat, If if the analyst is idle for 15 minsfor configurable time (for example, 5 minutes), 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 can automatically login into Agent Chat Console using the ISM credentials from ISM session.
The agent chat console will give provides the following functionality to the analyst.:
- One Agent can handle multiple end user conversations.
- Ability to view the text messages of the incoming users before accepting the chat with the end user.
- Accept Chat: Use this button to accept the analyst's chat. Create tickets in ISM on behalf of end users from Agent Chat Console.
- Create Ticket: Click on Click Create Ticket to open the pop-window separately. Use this This option to create creates a ticket in ISM based on behalf of the users. Create ticket consists of following fields:configured webservice.
- Summary: Write the main purpose of creating the ticket creation.
- Description: Enter the detailed description of the ticket.
- End Chat: If the analyst completes the conversation with the end user, then the analyst can use this button to end the chat. Clicking on End Chat asks Analyst with prompts a prompt message to the analyst.
- Click Yes to end the chat or else click No to cancel it.
- Once the analyst ends/closes the chat with the end user, the end user is redirected to the Luma. Henceforth all the end user interactions will be with the bot.
- If the end user is idle for 15 mins, he is for configurable time (for example, 5 minutes), then they are put back into bot mode where the luma Luma responds back to end user for the requests henceforth.
- Search By Name: Use this field to search queued chats with the name.
- Logout: Click this option to logout from the live chat console.