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    Home Orlando Now Platform Capabilities Now Platform capabilities Agent Workspace Setting up workspace Setting up chat in workspace Workspace Agent Chat Set up Workspace Agent Chat

    Set up Workspace Agent Chat

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    Set up Workspace Agent Chat

    Configure Workspace Agent Chat to enable live agent chat with customers. Through Agent Chat, agents interact with customers, create incident or case records, or transfer chats to another agent or queue.

    Before you begin

    Configure the following before starting this task:
    • Install the Agent Chat plugin, com.glide.interaction.awa.
    • In Advanced Work Assignment:
      • Configure service channels.
      • Define work item queues.
      • Set up work assignments.
    • Update agent Live Feed profiles to display agent names and avatars in the chat client.

    Watch this video to get started with Workspace Agent Chat:

    Role required: workspace_admin

    About this task

    In addition to specifying the fulfiller interface for chat, use Chat Setup to do the following:
    • Activate or disable live chat (enabled by default).
    • Control the display of agent names and avatars in the chat window.
    • Activate the display of the estimated wait time for live chat support (transfer from the virtual agent to a live agent).
    • Set the system messages that are displayed when a live agent transfer occurs.
    Chat Setup also includes the Context related list for defining chat context variables that can be used in Virtual Agent topic scripts or in chat-related features. For example, you can use chat context variables to pass certain information from the topic to share with the live agent or control how bot conversations are routed to live agents. For details on using Live Agent and context variables, see Virtual Agent scripts.
    Note: All contexts are accessible via script, but only the queue context can be modified by a script.

    Procedure

    1. Navigate to Collaboration > Chat Setup.
      Note: The Collaboration module is unrelated to the Collaboration plugin.
    2. On the form, fill in the fields.
      Table 1. Chat Setup form
      Field Description
      Name Live Agent setup configuration.
      Live Chat Enabled Option to activate live chat. If you don't want to use live Agent Chat, clear this check box.
      Show Agent Names and Avatars

      Option to display agent names and avatars in the Agent Chat client when a live agent enters, transfers, or exits a chat. Agents set their names and pictures in their Live Feed profiles.

      If agent names and avatars are not displayed, agents remain anonymous.

      Live Chat Wait Status Option to display the estimated wait time in the chat client when a requester is transferred from a virtual agent to a live agent. The wait time is updated once per minute.

      The wait time is based on the Queue Average Wait Time minus the Time Waiting.

      CSM Fulfiller UI Chat support interface: Connect Support or Agent Workspace.
      Note: If you're configuring Agent Chat, you must select Agent Workspace as the fulfiller UI.
      CSM Queue Live Agent chat queue is used for Customer Service Management (CSM)if not specified in the chat interface or changed by a Virtual Agent topic.

      If you're using Agent Workspace, you don't need to specify a CSM queue.

      HR Fulfiller UI Chat support interface: Connect Support.
      HR Queue Live Agent chat queue is used for HR if not specified through the chat interface or changed by a Virtual Agent topic.
      ITSM Fulfiller UI Chat support interface: Connect Support or Agent Workspace.
      Note: If you're configuring Agent Chat, you must select Agent Workspace as the fulfiller UI.
      ITSM Queue Live Agent chat support queue is used for IT Service Management (ITSM) if not specified through the chat interface or specified by a topic.
      Global Fulfiller UI Chat support interface for the platform: Connect Support or Agent Workspace
      Note: If you're configuring Agent Chat, select Agent Workspace as the Global Fulfiller UI.
      Global Queue Queue used if Virtual Agent doesn't have information about the queue from the chat interface or a Virtual Agent topic.

      If you're using Agent Workspace, you don't need to specify a Global Queue.

      Transfer Message Message users see when they are transferred to a live agent or another queue. For example: "Please stand by while I connect you to a live agent."
      Note: You can define only one transfer message, which is displayed for all queues in your instance.
      No Agents Available Message Message that users see when a live agent is not available. For example: "No agents are available at the moment. Please try again later."
      Note: You can define only one agent availability message, which is displayed for all queues in your instance.

    What to do next

    You're almost done with Agent Chat configuration. From here, define and publish chat context variables to capture information that can be used in other chat-related features.

    Your final step is to enable the chat client on your end user portal, which is commonly called the Service Portal. After completing this step, you're done configuring Agent Chat.

    Two options are available for setting the Service Portal chat client for Virtual Agent and Live Agent:
    • Service Portal Agent Chat Configuration: Define a configuration that enables the chat client to persist across all portal pages for selected portals. End users can engage in chat on any portal page in specified portals.
    • Configure the legacy Service Portal widget for Virtual Agent: Add the Legacy Virtual Agent Service Portal widget to a single, selected portal page, from which your end users run the chat client.
    Related concepts
    • Virtual Agent
    Related topics
    • Conversation options

    Tags:

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    Choose your release version

      Set up Workspace Agent Chat

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Set up Workspace Agent Chat

      Configure Workspace Agent Chat to enable live agent chat with customers. Through Agent Chat, agents interact with customers, create incident or case records, or transfer chats to another agent or queue.

      Before you begin

      Configure the following before starting this task:
      • Install the Agent Chat plugin, com.glide.interaction.awa.
      • In Advanced Work Assignment:
        • Configure service channels.
        • Define work item queues.
        • Set up work assignments.
      • Update agent Live Feed profiles to display agent names and avatars in the chat client.

      Watch this video to get started with Workspace Agent Chat:

      Role required: workspace_admin

      About this task

      In addition to specifying the fulfiller interface for chat, use Chat Setup to do the following:
      • Activate or disable live chat (enabled by default).
      • Control the display of agent names and avatars in the chat window.
      • Activate the display of the estimated wait time for live chat support (transfer from the virtual agent to a live agent).
      • Set the system messages that are displayed when a live agent transfer occurs.
      Chat Setup also includes the Context related list for defining chat context variables that can be used in Virtual Agent topic scripts or in chat-related features. For example, you can use chat context variables to pass certain information from the topic to share with the live agent or control how bot conversations are routed to live agents. For details on using Live Agent and context variables, see Virtual Agent scripts.
      Note: All contexts are accessible via script, but only the queue context can be modified by a script.

      Procedure

      1. Navigate to Collaboration > Chat Setup.
        Note: The Collaboration module is unrelated to the Collaboration plugin.
      2. On the form, fill in the fields.
        Table 1. Chat Setup form
        Field Description
        Name Live Agent setup configuration.
        Live Chat Enabled Option to activate live chat. If you don't want to use live Agent Chat, clear this check box.
        Show Agent Names and Avatars

        Option to display agent names and avatars in the Agent Chat client when a live agent enters, transfers, or exits a chat. Agents set their names and pictures in their Live Feed profiles.

        If agent names and avatars are not displayed, agents remain anonymous.

        Live Chat Wait Status Option to display the estimated wait time in the chat client when a requester is transferred from a virtual agent to a live agent. The wait time is updated once per minute.

        The wait time is based on the Queue Average Wait Time minus the Time Waiting.

        CSM Fulfiller UI Chat support interface: Connect Support or Agent Workspace.
        Note: If you're configuring Agent Chat, you must select Agent Workspace as the fulfiller UI.
        CSM Queue Live Agent chat queue is used for Customer Service Management (CSM)if not specified in the chat interface or changed by a Virtual Agent topic.

        If you're using Agent Workspace, you don't need to specify a CSM queue.

        HR Fulfiller UI Chat support interface: Connect Support.
        HR Queue Live Agent chat queue is used for HR if not specified through the chat interface or changed by a Virtual Agent topic.
        ITSM Fulfiller UI Chat support interface: Connect Support or Agent Workspace.
        Note: If you're configuring Agent Chat, you must select Agent Workspace as the fulfiller UI.
        ITSM Queue Live Agent chat support queue is used for IT Service Management (ITSM) if not specified through the chat interface or specified by a topic.
        Global Fulfiller UI Chat support interface for the platform: Connect Support or Agent Workspace
        Note: If you're configuring Agent Chat, select Agent Workspace as the Global Fulfiller UI.
        Global Queue Queue used if Virtual Agent doesn't have information about the queue from the chat interface or a Virtual Agent topic.

        If you're using Agent Workspace, you don't need to specify a Global Queue.

        Transfer Message Message users see when they are transferred to a live agent or another queue. For example: "Please stand by while I connect you to a live agent."
        Note: You can define only one transfer message, which is displayed for all queues in your instance.
        No Agents Available Message Message that users see when a live agent is not available. For example: "No agents are available at the moment. Please try again later."
        Note: You can define only one agent availability message, which is displayed for all queues in your instance.

      What to do next

      You're almost done with Agent Chat configuration. From here, define and publish chat context variables to capture information that can be used in other chat-related features.

      Your final step is to enable the chat client on your end user portal, which is commonly called the Service Portal. After completing this step, you're done configuring Agent Chat.

      Two options are available for setting the Service Portal chat client for Virtual Agent and Live Agent:
      • Service Portal Agent Chat Configuration: Define a configuration that enables the chat client to persist across all portal pages for selected portals. End users can engage in chat on any portal page in specified portals.
      • Configure the legacy Service Portal widget for Virtual Agent: Add the Legacy Virtual Agent Service Portal widget to a single, selected portal page, from which your end users run the chat client.
      Related concepts
      • Virtual Agent
      Related topics
      • Conversation options

      Tags:

      Feedback

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