The Agent Chat Console is an interface for agents to handle multiple inbound requests for users who want to speak to an agent. When a user is chatting with Luma and has a question that is better answered by a person, the user can enter "transfer to agent" and immediately be added to a queue to talk to a person. It can be launched by authenticating the user's email address or Unique User Identification (UUID) such as an alternative email address.
If there are duplicate email IDs, then the agent chat console window opens but does not connect to the agent. |
The Agent Chat Console interface is made up of two main areas of content.
To enable Agent Chat Console, do the following:
Click Save.
You can disconnect from the agent conversation by typing Exit in the chat window at any time. |
Once you are transferred to the Analyst, the Luma Bot shows the conversation history to the Analyst. This helps the Analyst to analyze whether the problem can be resolved. If the Analyst can solve your problem, the chat request is accepted by clicking Accept Chat. In case the issue cannot be solved, your request will be in the queue until it is accepted by any other Analyst.
Note that the maximum waiting period in the queue is 10 minutes. Once you are done with the waiting period, you will be redirected to Luma Bot automatically. |
As an administrator, developer, and analyst, you can launch agent chat console from Skills Builder regardless of your ITSM system.
To launch Agent Chat Console, perform the following steps.:
The Agent Chat console consists of the following features:
Click Save to create the ticket. Once the ticket is created, the success message and the ticket number are displayed as shown below.
Both the alerts will stop once the support agent accesses the Agent Chat Console page.
Enable Audio Autoplay from your browser to receive sound alerts. |
In case of network issue, a pop-up message appears on the Agent Chat Console, informing the Agent of the network interruption. During this time, Agent will not be able to send any messages or perform an action in an ongoing chat, Accept a new chat, or Transfer Chat to another group. However, the old conversations will be available to view. Once the network is back, Agent Chat Console is automatically refreshed and any pending messages from end-users are visible to the Agent.
Network reattempt time is a tenant-level setting and is configured to 10 seconds by default. You may reach out to the Serviceaide support team to change the configuration for your Tenant. |
The following video provides an overview of the Agent Chat Console. Once the Transfer to Agent process is initiated and the agent accepts the chat request in the Agent Chat Console, then the agent's name is added as a prefix to the messages in the chat channel.