Problem Statement: During the conversation between an end-user and a support analyst, sometimes, the user would want the support analyst from Luma Virtual Agent to create a ticket or perform an action on behalf of them.
Opportunity: Helping the end-user to fulfill their ask by gathering the information from them and creating a request as per their need. Provide additional support of taking actions to create tickets and letting the user know once the request has been submitted. The comfort of submitting the desired request in the end-user context. Inputs are provided to a Support Agent who can execute bids in the target systems.
Approach: Develop an action that receives inputs from the support analyst from Luma Support, ISM Support, Knowledge Management Support, or a Default Support team who assists the end-user and populates the relevant details to get the desired action performedWhen in conversation with the Users, Analysts/Support Agents may need an option to create tickets on behalf of the User. These tickets need to be in the User's context, also based on the details provided by the User.
Opportunity: Provide an option to the Support Agents to create tickets from the Agent Chat Console itself so that the Support Agents can create tickets in the context of the User and can share details with the User for further reference.
Approach: The Agent Chat Console will now have an option to create tickets using the “Support Agent Action” option. The Support Agent can now create tickets in the context/on behalf of the User so that if the user wants to track their tickets the next time, it is visible to them.
The following are the key steps in creating the ticket in ISM by a support analyst Support Agent for an end-user:
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Step 1: Define Integration
Define the Prompt/Attribute named 'IssueCategory' to accept details of the issue category from the end-user:
On Skill Builder--> Attribute tab, click on Create Attribute.
Add attribute details such as Name and Data type.
Set the User Prompt to Quick Reply and set the prompt message to be displayed to the end-user. For example, “Please provide issue category.“, “Provide Issue category. “
Define the Issue categories as selectable options for the user, such as Luma, Intelligent Service Management, Knowledge Management, Others, etc.
Click Save.
Integration named ‘Create Service Request' under Form submit and update the override value to 'Yes.’
On the tenant menu, click on Integration.
Create an Application with the integration type as REST.
Add an instance to the ISM environment.
Configure the ‘Create Service Request’ Operation.
Fetch the ticket number received as a response from the web service and save it in a local attribute TicketNumber.
Step 2: Create an Action
Define the Support Agent Actions underthe Agent Chat Console tab on Tenant → Settings to execute actions on behalf of the end-user :
On the Support Agent Actions tab, click on Create Action.
Enter the form details such as Action Name, Status and Form Fields.Enter the steps to be performed by the support agent in Form Submit.
Add an Action Name as “Create Service Request.”
Set the Status to Active.
Click on Next. On Form Fields, add a field for description to be provided by the user.
Add display name “Description.”
Choose “Multiline Text” for the field type.
Select Mandatory checkbox.
Click on Next. Now move to Form Submit.
Add “Integration” and select operation ‘Create Service Request'
Override the Integration and pass the value in the “Description” form field to the operation. Use syntax @{supportagentaction.formField.<fieldIdentifier>} to refer to the form field.
Set the success message to be displayed to the support agent analyst on successful form submission. Use the local attribute TicketNumber to show the logged ticket number to the support agent.For example; “Created ticket @{local.ticketIdentifier} in ISM“
Click Create.
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Once the action
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is created, Go to the Agent chat console to test and Execute Support Agent Actions.
Your action has now been created successfully, and Support Agents can execute the action on the Agent chat console.
Additional Resources
Visit the below Wiki Documentation for more information on:
Creating an Attribute on Create Global Attributes
Creating and Managing Skills is at Create Skills
Defining Rulesets on Using Rule Sets
Set Attribute on Create Skills → Set Attribute
Skill Permissions on Create Skills → Manage Permissions
Publishing Skill on Build and Publish
Test your Skill on Test your Bot
Debugging skill on Debug Skills
Understanding Conversation logs on Conversation History.
To create an application, Create an application.
Configure a 3rd party Web service integration on REST Integrations
To create Integrations Integrations.
Create and manage support agent actions Support Agent Actions
Configuring Executing the support agent actions Execute Support Agent Actions
Managing the agent chat console settings is at Manage Agent Chat console
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