Manage Agent Chat Console Settings

Agent Chat Console is an interface for Support Agents to handle multiple inbound requests from End-users. As Administrators, you can manage and configure the Agent Chat Console settings like messages, timeout intervals for agents and end-users, User Information to be displayed on the Agent chat console.

To manage the Agent Chat Console settings, Navigate to the Tenant Settings page and click on the Agent Chat Console tab as shown below.

Agent Chat console setting tab has three sections i.e Messages, Timeouts and Additional User Information

Messages

In this section, you can customize information messages to be shown to the users for various scenarios during the end-user and Support Agent chat process. Default messages will be provided for each scenario. To edit the default messages, follow the steps provided below:

1. Click on Edit Settings.

2. Scroll to the Messages section or click Messages on the right--hand menu.

3. Edit the messages as required. It is suggested to configure easy and simple messages to help the end-user understand the status of the current agent chat conversation.

4. Click on Save button to save the changes.

Timeouts

The following Timeout parameters and corresponding messages are required to configure to give better end-user experience and messages related to timeouts are configured here to give better user experience to the end-users.

Waiting Queue Critical Time Out

Define the amount of time that an end-user could wait until a Support Agent accepts the incoming chat request. When the time limit is reached, the request expires and the user is automatically returned to the Bot Context.

For example, the Waiting Queue Critical Timeout is set to 10 min. In this case, the conversation will be in the Request queue for 10 mins. If the conversation is still not accepted by any available Support agent, then the conversation will be timed-out and the end-user will be returned to the Bot for any further conversations.

Waiting Queue Warning Time Out

Define the time when the Support Agent is warned that the user conversation is about to reach the Critical time out in the Agent Chat Console Waiting queue. The Conversation will be highlighted in RED, warning the Support Agent of the approaching Waiting Queue Critical Timeout.

If the conversation is still not accepted by any available Support Agent, then the user returns to the Luma Agent context, and the conversation is removed from the queue.

For example, the Waiting Queue Warning Timeout is set to 2 min and Waiting Queue Critical Timeout is set to 10 min. In this case, the Support Agent will be warned and the conversation will be highlighted in red after 8 mins (10 min-2 min) of user request being in the waiting queue.

User Idle Time Out

Define the idle time limit for which an End-User can be idle (i.e. does not respond) in an Ongoing conversation with an Agent. Once the time limit is reached, the conversation times out and the end-user is automatically returned to bot context. The Support Agent will still be able to see the chat conversation and can close as per their discretion. The Support Agent will still be able to see the chat conversation and can close as per their discretion.

You can also configure the message to be sent to the end-users if the conversation expires due to no response from their end.

For example, if you set User Idle Timeout to 5 minutes, the maximum time for which the User can remain idle in the conversation is 5 minutes. In case the User still does not respond, then the conversation expires and the user returns to Luma Bot.

Agent Idle Time Out

Define the time limit for which an Agent can be idle (i.e. does not respond) in an Ongoing conversation with an End-User. Once the time limit is reached, the conversation expires and the end-user is automatically returned to Bot. The Agent Idle time out should always be higher than the end-user idle timeout.

You can also configure message to be sent to the user if the Agent has not responded before Agent idle timeout.

For example, if you set 12 minutes, the maximum time the Agent can keep the user waiting is 12 minutes. In case the Agent still does not respond beyond this time, the user returns to Bot.

To update timeouts, follow the below steps:

1. Click Edit settings.

2. Scroll to the Timeouts section or click on ‘Timeouts’ in the right-hand menu.

3. Update timeouts as required.

4. Click Save to save changes.

Additional User Information

In this section, configure the additional user information to be displayed in the Agent Chat Console.

• Fields in Waiting and Ongoing Queues: Fields configured here are displayed under User conversation in Waiting and Ongoing Queues. This helps in distinguishing and identifying users so that Support Agent can decide whom to give priority. User profile, Channel and custom user fields can be displayed in this section. To add fields, do the following:

1. Select Context. This represents the category of information to be displayed like ‘User’ for user information, ‘Channel’ for channel details.

2. Select Field Name. This is the actual information to be displayed. For Example, for Context ‘User’, select Username, title, email id, etc.

3. Click Set to add the field to the list.

4. To remove an existing field from the list, click on the 'X' button next to the field name.

5. Click Save to save the changes.

• Fields in Chat Window: Fields configured here are displayed in the Conversation details section on Agent chat Console. This gives a more detailed information of the user, the Support Agent is interacting with. To add fields, do the following:

1. Select Context. This represents the category of information to be displayed like ‘User’ for user information, ‘Channel’ for channel details.

2. Select Field Name. This is the actual information to be displayed. For Example, for Context ‘User’, select Username, title, email id, etc.

3. Click Set to add the field to the list.

4. To remove an existing field from the list, click on the 'X' button next to the field name.

5. Click Save to save the changes.