Descripción general
A veces, se produciría un número de situaciones donde los usuarios finales del bot necesiten ayuda de los agentes de Soporte cuando el bot no puede resolver determinadas solicitudes. La interfaz Agent Chat Console (Consola de chat del agente) permite a los agentes de Soporte gestionar y responder múltiples solicitudes entrantes de los usuarios que desean chatear con un agente de Soporte durante una conversación con el bot.
Un usuario final puede solicitar obtener ayuda de un agente de Soporte en las siguientes situaciones:
El usuario tiene una pregunta que una persona podría contestar mejor.
El agente virtual o bot no puede resolver la solicitud de los usuarios finales.
El bot no puede identificar la habilidad relevante para cumplir la solicitud del usuario.
El usuario no puede proporcionar los datos válidos necesarios para que el bot actúe.
El bot identificó una habilidad que no cumple con la necesidad del usuario.
En alguno de los casos anteriores, el usuario final puede solicitar hablar con un agente de Soporte utilizando la habilidad del sistema “Transfer to Agent” (Transferir a un agente) configurada para el inquilino. Para obtener más información sobre cómo activar un proceso de transferencia al agente utilizando el enfoque basado en el comando, consulte el artículo Habilidad Transferir a un agente.
Una vez que se transfiere una conversación/solicitud al agente, se cambia el chat desde el contexto de Luma al contexto del agente. El chat ahora está disponible en Agent Chat Console (Consola de chat del agente) para que un agente de Soporte disponible converse con el usuario final para resolver la consulta.
Starting the agent chat console
La consola de chat del agente está disponible para los usuarios que forman parte del grupo Default Chat Console (Consola de chat predeterminada). Los usuarios con roles de usuario administrador, desarrollador o agente de Soporte se asignan al grupo y pueden iniciar sesión en la consola chat del agente para resolver las consultas de usuarios finales. No es necesaria ninguna autenticación por separado.
Para iniciar la consola de chat del agente, realice los siguientes pasos:
Login to the Luma application with the credentials of administrator, developer or Support agent.
Click the agent symbol (Agent Chat Console) in the left navigation pane to start the agent chat console.
The agent chat console has three important sections: Request Queues, Conversation Details.
Request queues
This section contains user requests and ongoing chat conversations between end users and Support agents. There are two queues: Waiting (waiting) and Ongoing (in progress).
Waiting - All active user requests awaiting agent assistance are queued here. This queue is available to all agents (Support agents, developers, or administrators) who have logged into the agent's chat console. The queue contains the requests in order of arrival. All chat requests with the Support agent will have the following information:
User information such as name, username, chat channel or group as configured by administrator / developer in tenant settings. For more information, see Gestionar la configuración de la consola de chat del agente
Timeout That is, the amount of time left before the user's request expires. Indicates how long user requests could remain in agent chat queues. As a tenant administrator, you can configure the queue critical timeouts and warnings. For more information, see Gestionar la configuración de la consola de chat del agente
Ongoing - Once a Support agent accepts a conversation from the waiting queue, the conversation moves to the Ongoing queue. This is an agent-specific queue and contains all ongoing conversations accepted by the agent. For each conversation in the list, the following information can be accessed:
User information such as name, username, chat channel or group, as indicated by the administrator / developer in the tenant settings. For more information, see Gestionar la configuración de la consola de chat del agente
Timeout, that is, the time left before the conversation expires. As a tenant administrator, you can configure user and agent timeouts. For more information, see Gestionar la configuración de la consola de chat del agente
The count of unread messages in the conversation that were received that were not resolved or viewed by the support agent.
Conversation details
This section shows the conversations with the virtual agent for the user requests selected by the Support agent. The Support agent can review the user's request and the user's chat history and decide to accept the request.
The following information is available in this section:
Conversation History - Once a Support agent selects a conversation from the queue, the user's conversation with the virtual agent or bot will be populated.
The GRAY messages on the left represent the end-user messages with the Luma agent or the Support agent.
The ORANGE messages on the right represent the messages from the Luma agent to the end user.
The messages in BLUE color on the right represent the messages from the Support agent. These messages could be from the agent who started the current session or also from a previous agent chat conversation.
Additional User information can display more information, such as name, username, chat channel or group, up to six fields, for better user identification. This can be configured by the tenant administrator in the Agent chat Console settings screen. For more information, see Gestionar la configuración de la consola de chat del agente .
End user request management
Once a user's request is transferred to an agent, the conversation will be available in the agent's chat console awaiting action from the signed-in Support agent. The following functions help Support agents to accept and resolve such requests:
Accept a conversation:
In the queue, select a user's request to start the conversation or view the user's chat history. The Search field can be used to search for a user request by information such as username, group, channel, etc.
The user's chat history will be populated in the Conversation details section.
Click the Accept button to start chatting with the end user.
The agent can only respond to the user's request once it has been accepted.
Once a request is accepted, it is moved to the Ongoing queue.
End a conversation:
As an agent, you can end a user conversation in the following situations:
The user's request is completed. . After the end-user issue is resolved, the agent can use the Remove button to end the chat. Clicking the End button displays a pop-up message allowing the Support agent to confirm. By clicking Yes , the agent exits the conversation. The conversation is removed from the Ongoing queue and the end user is moved back to the bot context.
User exits conversation: When an end user exits an ongoing conversation with the Support agent using the Exit command, the conversation becomes inactive. As an agent, you can select the idle conversation and use the Remove button to remove the chat or conversation from the Ongoing conversation list . The idle conversation will be removed from the Ongoing queue.
Conversation timeout: expires When a conversation between the user and the Support agent expires, either due to the idle time of the user or the agent, the conversation is placed in the bot from the Support agent. As an agent, you can select the idle conversation and use the Remove button to end the chat. The idle conversation will be removed from the Ongoing queue.
When a conversation between the user and the Support agent expires, either by exceeding the agent idle time or the user idle time, the conversation is placed in the bot from the Support agent.
In the Ongoing queue, active conversations appear in green. When the user inactivity timeout or agent inactivity timeout expires or the user exits the conversation, the conversation turns GRAY. The agent cannot send any more messages in an idle conversation.
After a conversation has ended, the agent cannot restart it with the user.
