Chat

You can manage and monitor the HR chat queue, as well as create an HR case from a chat.

Manage the HR chat queue

You can configure the HR department chat queue and review the chat records to measure how well employees are being assisted when they initiate a conversation.

Before you begin

To use the HR chat queue, the administrator must activate the Human Resources Application: HR Connect plugin.

Role required: admin or hr_admin

About this task

You can configure the assignment group for monitoring the chat queue and the messages that employees see when they initiate a conversation and while they are waiting.

You can review the chat records to see how long employees waited for a response and who is accepting the chat requests.

Procedure

  1. Navigate to Collaborate > Connect Support > Support Administration > Queues.
  2. Select HR Department Chat Queue from the Chat Queues list.
  3. Fill in the fields, as appropriate.
    Table 1. Chat Queue form
    Field Description
    Name Name of the queue.
    Active Not used in Connect.
    Assignment group User group that contains the support staff for the queue. Any user in the group can view the queue in the Connect sidebar and accept chats. No other users can access the queue. This field must be populated.
    Average wait time Average time it takes for an agent to accept a chat in the queue. This value is automatically calculated. Do not manually edit.
    Confirm problem Not used in Connect.
    Escalate to Different queue to which an agent can escalate a chat. For example, there is a queue for high priority support chats. When a queue is defined in this field, agents can access the Escalate option in conversations.
    Initial agent response Message that users see when an agent accepts their chat. For example, Thank you for contacting support. We are looking into your question now and will be with you shortly.
    Not available Message that users see when they attempt to start a chat outside the defined queue Schedule. You can use HTML to format the message and include links or media.
    Question Initial phrase that users see when they start a new chat in the queue. For example, How can I help you?
    Schedule Schedule that defines when the queue is available. Leave the field blank to make the queue available all the time. Users cannot start a new conversation in the queue outside the schedule hours.
  4. To review conversations associated with the queue, add the Chat Queue Entries related list and review the records for the following information.
    OptionDescription
    How long the user waited and the result Review information in the State and Wait time columns.
    Who is actively helping employees in the queue Review the names of agents in the Assigned to column.

Monitor the HR chat queue

Employees can ask a question from the Chat with HR link on the HR Portal. Their question is placed in the HR chat queue, and any HR agent monitoring the queue can respond to it.

About this task

By default, all members of the HR group monitor the HR chat queue. When a question is submitted to the queue, a pop-up notification appears.

Figure 1. HR chat queue notification

Procedure

  1. Navigate to Collaborate > Connect Support.
    The Connect workspace opens in a new tab.
  2. Click the support tab of the Connect sidebar, indicated by a headset icon (Support icon).
    The support tab displays Queues to which you belong. It also displays your open support conversations under Cases. When a user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue can accept the conversation.
    Figure 2. Support tab of Connect sidebar
    The support tab of the Connect sidebar displays queues you belong to and support cases
  3. Accept a conversation in one of the following ways.
    OptionDescription
    Accept a conversation from a queue Under Queues, click Accept by the queue.

    The conversation opens in the conversation pane and an entry appears in the Cases section of the sidebar.

    Accept a transfer request Under Cases, click Accept by a transfer request.
    Figure 3. Transfer request
    The transfer request contains buttons to Decline or Accept

    The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation.

  4. Respond to the user and help resolve the issue.
    By default, your messages are added to the conversation record as comments and are visible to the user.

What to do next

If necessary, you can open a new HR case or incident from the conversation for further investigation. You can also transfer the conversation to a different agent or queue, or escalate the conversation to a higher priority queue.

Create an HR case from a chat

If an HR chat results in the need to open a case, create the case directly from the conversation.

Before you begin

Role required: sn_hr_core.basic or sn_hr_core.case_writer.

About this task

When you create an HR case from a support conversation, the system copies the conversation history to the case activity stream as comments and work notes. Future messages are tracked in the case as well.

Procedure

  1. Navigate to Collaborate > Connect Support.
    The Connect workspace opens in a new tab.
  2. Click the support tab of the Connect sidebar, indicated by a headset icon (Support icon).
  3. Under Cases, open an HR conversation.
  4. At the bottom of the conversation, click the menu icon (Menu icon) to open the Connect actions menu.
  5. In the Connect actions menu, select Create HR Case.
    In the conversation tools area to the right of the conversation, a new case form opens in a record tab. The system automatically sets certain fields based on conversation details.
  6. Complete the form as necessary and click Submit.
    Any comments or work notes in the record conversation appear as comments on the incident form. Work notes do not appear in the chat for the ESS user. The chat agent can select whether a message is a Comment or Work Note in the conversation.
    1. In the record conversation, by the text entry field, click the message type icon (Message type icon).
    2. Select Comment or Work Note.
    3. Enter a message.
    By default, record conversation messages are added as comments.
    Note: If you add an attachment to a record conversation, it is attached to the underlying record as well.
    The system automatically shares the record in the conversation, copies the conversation to the record activity stream, and references the record on the Chat Queue Entry [chat_queue_entry] table. Any new journal fields added to the record do not appear in the chat. The system also changes the document ID for the conversation to reference the incident number instead of the entry in the Chat Queue Entry table.