Page Comparison

This feature helps end users when they need to escalate a person or are asking a question that Virtual Agent 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 select the required Group. Agents will attend to the end users by accepting the incoming request through agent chat consoleAgent Chat Console. End users are put into the waiting queue before being accepted by the analyst and is maintained for configurable time (for example, 5 minutes) and put back into the waiting queue to interact with Luma if no analyst . The 'No agents available' message is displayed to the user if no agents 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, they can use the command “Exit from Agent”.  If the user is not satisfied with the Agent's response, can ask for creating a ticket or redirecting to another Agent.

At any time, an end user can interact with one agent only. That means the end user cannot interact with the agent by using other channels. After accepting the chat, if the analyst is idle for 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 can automatically login into Agent Chat Console using the ISM credentials.

The agent chat console Agent Chat Console provides the following functionality to the analyst:

...