The Agent Chat Console is an interface for agents to handle multiple inbound requests from users. Administrators can use the Agent Chat Console tab to configure the Agent Chat Console settings. Here Administrators can set the required timeout intervals both for the end user and live agents supporting those end users. As well as manage the Agent Chat Console settings by creating a web service to create a ticket from the chat console, define the agent's availability, suggest skills to the users and more.
To manage the Agent Chat Console settings, on the Settings page, click the Agent Chat Console tab as shown below.
Agent Abort/Exit Commands
Define the commands for the end user to type to leave the Transfer to Agent process. When a user enters one of these commands, the conversation with the agent will immediately end and the user will be back to chatting with Luma. For example, type exit from Agent to abort the Transfer to Agent process.
User Queue Idle Time Out
Define the time that an end user can wait for an Agent to accept their request before timing out. When the time out is reached, the Transfer to Agent process will end and the user will be automatically returned to chatting with Luma (also known as Bot mode). The default value is 2 minutes (which is the minimum value), and the maximum value is 60 minutes. For example, if you set the value to 5 minutes, then if the user is waiting to be transferred to the Agent for further assistance, after 5 minutes, the user exits the Transfer to Agent queue and returns to Bot mode.
User Queue Idle Time Out Warning
Once the conversation is accepted by the Agent, you can define the time the Agent is warned on the end user time out interval from the wait queue. The default value is 1 minute (which is the minimum value), and the maximum value is 10 minutes. Once the set time elapses, user returns to Bot mode. For example, if you set 5 minutes, the maximum time the user can remain in the Agent Chat Console wait queue is 5 minutes. In case the Agent still does not start a conversation with the user, then the user returns to Bot mode.
User Idle Time Out
Define the time when the Agent is warned that the user has reached the maximum time limit in the Agent Chat Console wait queue, and if the Agent still does not accept the request, then the user returns to Bot mode. The default value is 1 minute (which is the minimum value), and the maximum value is 10 minutes. For example, if you set 5 minutes, then the user will return to Bot mode after 5 minutes without an Agent accepting their chat request.
Idle Time Out
Once the conversation is accepted by the Agent, define the time the end user can be idle before moving the end user back to Bot mode. The default value is set to 10 minutes; the minimum value is 1 minute, and the maximum value is 60 minutes. For example, if you set 5 minutes, the maximum time the Agent can keep the user idle is 5 minutes. In case the user is still kept idle beyond this time, the user returns to Bot mode from Agent chat mode.
Create Ticket
The Administrator can configure a web service operation to create a ticket by selecting the Web Service Connector and the respective Web Service Connector Operation. To know more about how to create a web service, refer Create a New Web Service. Once the web service operation is created, the Agent can click Create Ticket based on the details provided by the end user to create a ticket.
Agent Chat Availability
Specify the business hours when support analysts will be available to chat with the end users. Select the From time, To time, Time Zone and the working days. You can also customize the message to be shown to the end users when the chat request is outside the available business hours. During the business hours, when the user requests to be transferred to an agent, the following message appears.
During the non-business hours, when the user requests to be transferred to an agent, the following message appears.
Skill Suggestion List
Select a skill to be shown during non-business hours: Welcome Skills, Exit Skills, Fallback Skills or Threshold Skills. To know how to configure each skill, refer Define Welcome Skills, Manage Aborted Skills, Manage Post Fallback and Manage Threshold Validation. Based on the selection and the user's role and permission, the respective set of skills are displayed to the user during non-business hours. You can also select None if you do not want to show any skill suggestions.
Once the Agent Chat Console parameters are set, click Save to save the changes.
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