Transfer to Agent Skill

This feature helps end users when they need to escalate a person or are asking a question that Virtual Agent hasn't been trained to handle. An End-user at any time can say "transfer to agent" to Luma to explicitly ask 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 agent chat console. End users are put into the waiting queue before accepted by analyst and is maintained for 15 minutes and put back to interact with Luma if no analyst accepts the chat request. Once the agent accepts 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 can use the command “Exit from Agent”. 

At any time, an end user can interact with one agent only. That means the end user can not interact with the agent by using other channels. After accepting the chat, If the analyst is idle for 15 mins, 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 into Agent Chat Console using the credentials from ISM session.

The agent chat console will give the following functionality to the analyst.

1. One Agent can handle multiple end user conversations. 
2. Ability to view the text messages of the incoming users before accepting the chat with the end user.
   1. Accept Chat: Use this button to accept the analyst's chat. Create tickets in ISM on behalf of end users from Agent Chat Console.
3. Create Ticket: Click on Create Ticket to open the window separately. Use this option to create a ticket in ISM on behalf of the users. Create ticket consists of following fields:
   1. Summary: Write the main purpose of ticket creation
   2. Description: Enter the detailed description of the ticket.
4. 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 a prompt message.
   1. Click Yes to end the chat or else click No to cancel it.
5. 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.
6. If the end user is idle for 15 mins, he is put back into bot mode where the luma responds back to end user for the requests henceforth.
7. Search By Name: Use this field to search queued chats with the name.
8. Logout: Click this option to logout from the live chat console.