Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Version History

« Previous Version 2 Next »

O Console de bate-papo do agente é uma interface usada por agentes de suporte para processar várias solicitações de entrada de usuários finais. Como administrador, você pode gerenciar e configurar as definições do Console de bate-papo do agente, como mensagens, intervalos de tempo limite para agentes e usuários finais e informações do usuário a serem exibidas no Console de bate-papo do agente.

Para gerenciar as configurações do Console de bate-papo do agente, vá para a página Definições do inquilino e clique na guia Console de bate-papo do agente , como mostrado abaixo.

The Agent Chat Console settings tab has three sections: Messages, Timeouts and Additional User Information

posts

In this section, you can customize the informational messages to be displayed to users in various scenarios during the support agent and end user chat process. Standard messages will be provided for each scenario. To edit standard messages, perform the steps provided below:

  1. Click Edit settings.

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

  3. Edit the messages as needed. It is recommended to set up simple and easy messages to help the end user understand the status of the conversation in the current agent's chat.

  4. Click the Save button to save your changes.

Limit time

The following timeout parameters and corresponding messages are required to configure and provide a better end user experience. Timeout messages are configured here to provide a better user experience for end users.

Critical queue timeout

Define how long an end user can wait for a support agent to accept the incoming chat request. When the timeout is reached, the request expires and the user automatically returns to the bot context.

Limit time

Standard value

Minimum limit

Maximum limit

Critical queue timeout

2

2

15

For example, the critical queue timeout is set to 10 minutes. In this case, the conversation will be in the request queue for 10 minutes. If the conversation has not yet been accepted by any available support agent, the conversation will time out and the end user will be returned to the bot for help with new requests.

Queue warning timeout

Define the time when the support agent will be notified that the user's conversation is about to time the critical queue timeout on the Agent Chat Console. The conversation will be highlighted in RED, notifying the support agent of the critical queue timeout approach.

If the conversation has not yet been accepted by any available support agent, the user will return to the agent Luma context and the conversation will be removed from the queue.

Limit time

Standard value

Minimum limit

Maximum limit

Queue warning timeout

1

1

10

For example, the Queue Warning Timeout is set to 2 minutes and the Critical Queue Timeout is set to 10 minutes. In this case, the support agent will be notified and the conversation will be highlighted in red after 8 minutes (10 min - 2 min) counting from the time the user's request is in the queue.

User idle timeout

Set the idle time limit for which an end user can be inactive (that is, not responding) in an ongoing conversation with an agent. After the time limit is reached, the conversation will expire and the end user will automatically return to the bot context. The support agent will still be able to view the chat conversation and close it at their discretion. The support agent will still be able to view the chat conversation and close it at their discretion.

It is also possible to configure the message to be sent to end users if the conversation expires due to the lack of response from the other side.

Limit time

Standard value

Minimum limit

Maximum limit

User idle timeout

5

1

15

For example, if you set the timeout to 5 minutes, the maximum time allowed for the user to be idle in the conversation is 5 minutes. If the user remains unresponsive, the conversation will expire and the user will return to the Luma bot.

Agent idle timeout

Set the time limit for which an agent can be idle (that is, not respond) in an ongoing conversation with an end user. After the time limit is reached, the conversation will expire and the end user will automatically return to the bot. The agent's idle timeout must always be above the end user's idle timeout.

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

Limit time

Standard value

Minimum limit

Maximum limit

Agent idle timeout

10

1

15

For example, if you set 12 minutes, the maximum time that the agent can leave the user waiting is 12 minutes. If the agent does not respond after this time, the user will return to the bot.

To update timeouts, follow these steps:

  1. Click Edit settings.

  2. Scroll to the Timeouts section or click Timeouts in the menu on the right.

  3. Update timeouts as needed.

  4. Click Save to save your changes.


Additional user information

The following timeout parameters and corresponding messages are required to configure and provide a better end user experience. Timeout messages are configured here to provide a better user experience for end users.

  • Queued and in progress fields : The fields configured here are displayed in User conversation, in Queues and in progress. This helps in distinguishing and identifying users so that the support agent can decide who to prioritize. The User profile, Channel and Custom user fields can be displayed in this section. To add fields, follow this procedure:

  1. Select Context . This represents the category of information to be displayed, such as User for user information and Channel for channel details.

  2. Select Field name . This is the actual information to be displayed. For example, for the User context, select Username, title, email ID, etc.

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

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

  5. Click Save to save your changes.

A maximum of 3 fields can be added.

These 3 fields will be displayed under the Username that initiated the transfer request for the agent in queues and in progress.

UNKNOWN ATTACHMENT

UNKNOWN ATTACHMENT

  • Fields in the chat window : The fields configured here are displayed in the Conversation Details section of the Agent's Chat Console. This provides more detailed information about the user the support agent is interacting with. To add fields, follow this procedure:

  1. Select Context . This represents the category of information to be displayed, such as User for user information and Channel for channel details.

  2. Select Field name . This is the actual information to be displayed. For example, for the User context, select Username, title, email ID, etc.

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

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

  5. Click Save to save your changes.

A maximum of 6 fields can be added.

UNKNOWN ATTACHMENT

UNKNOWN ATTACHMENT

  • No labels