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The Agent Chat Console is an interface for agents to handle multiple inbound requests for users who want to speak to an agent. When a user is chatting with Luma and has a question that is better answered by a person, the user can enter "transfer to agent" and immediately be added to a queue to talk to a person. It can be launched by authenticating the user's email address or Unique User Identification (UUID) such as an alternative email address.
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If there are duplicate email IDs, then the agent chat console window opens but does not connect to the agent. |
The Agent Chat Console interface is made up of two main areas of content.
- Users Panel: The left panel shows the list of users. These users are either waiting to chat with an agent or are in an active conversation with the logged in agent. Key information is shown for each user in the list including their name, username, chat channel, group they requested during the transfer request and time in queue.
- Selected Conversation: The right panel shows the selected user's conversation. The gray messages on the left are from the end user, the orange messages on the right are from the bot and the blue messages on the right are from an agent. These blue messages could be from the current logged in agent or a previous agent chat conversation. Scrolling up shows the user's entire history of conversations through Luma. This allows the agent to gather context on the user's current request to better serve them. The bottom of the right panel has the chat text box for sending the message as well as three buttons.
- Agent Transfer- Transfer the chat conversation to another group. This is used when the user's request is best handled by a different group.
- Create Ticket - Create a ticket in the connected ITSM system.
- End Chat - Ends the chat conversation and the user will be sent back to chatting with the bot.
Enable Agent Chat Console in ISM
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Click Save to create the ticket. Once the ticket is created, the success message and the ticket number are displayed as shown below.
- End Chat: Once the Administrator's problem is solved, Analyst uses this button to end the chat. Clicking End Chat prompts the Analyst with a message stating 'Click Yes to end the chat or else click No to cancel it.' On clicking No, the Administrator is redirected to the Luma environment.
- Search By Name: Use this field to search chats queue with name.
- Logout: Click this option to logout from the live chat console.
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