The IT Support Agent in Apex 2.0 leverages agentic AI to resolve user IT requests through intelligent catalog evaluation, dynamic prompting, and streamlined data collection. To ensure timely resolution of complex, sensitive, or unresolved issues, the agent can automatically escalate cases to qualified human agents, based on pre-defined criteria or explicit user requests. Special routing logic is applied for VIP users and aged tickets to further optimize user experience and support prioritization.
Escalating Aged SRs
This enhancement extends the existing human agent escalation logic to include SR-based triggers based on the request age. When a business user interacts with the IT Support Agent regarding a long-open SR, the system checks the SR age against a configured threshold. If the SR is considered "aged," the request is escalated to a human agent via Apex 2.0 LAT for prompt handling.
Agent performs the functionalities as follows:
Identify Aged SR Based on Configured Threshold: The system must check the age of the referenced SR against a configurable threshold (7 days). The age calculation is based on the SR creation date and the current date/time when the user query is received.
Note
The default threshold value is configurable.
Escalate to Human Agent Using Apex 2.0 LAT: If the SR exceeds the age threshold, the IT Support Agent escalates the query to a human agent using the Apex 2.0 LAT framework. Routing is performed automatically and seamlessly from the user’s perspective.
Notify the Business User of Escalation: The business user must receive a confirmation that their query is being routed to a human agent for further assistance.
Example: "Your Service Request SR123456 is older than 7 days and requires attention. You will be connected to a human agent for further support."
Logging and Traceability: All escalations and related actions is logged for audit purposes, including the SR number, user ID, timestamp, and routing details.
To validate the scenario, perform the following steps:
Log in to the Application as an Analyst.
Enter prompt to query about a Service Request.
User Prompt: Provide an update on SR255
AI Agent will check the age of the ticket and direct the user to a human agent on confirmation.
AI Agent: This service request has been open for 2 months, which requires special attention. I'm connecting you with a human agent who can better assist with this case. Please wait while I transfer you.
Figure: AI Agent Response
Live Agent Hub
The Live Agent Hub acts as a unified platform for Live Agents to view and manage conversations and conversation transfer requests. This hub allows Live Agents to access user details, historical conversation logs, and relevant data in real-time, facilitating a more informed response.
Live Agents have access to the following details in the Live Agent Hub window:
New Requests: New conversation requests from the end users appear on the New Requests panel (refer to the screenshot below). Live Agents can navigate to the New Requests panel to accept or reject the conversation transfer request.
Active Chats: All the active conversations which the Live Agent has accepted and having conversation appear on the Active Requests panel. The active conversations are displayed end user-wise along with the end user name. Click on the end user name to chat with a particular end user.
Chat History: The History panel displays the last five conversation history of a Live Agent with the name of the Live Agent, date and time of the conversation. Click on a particular history detail to view the entire conversation. Even if the end user ends the chat, the details of the conversation will appear on the History panel. (Refer the below screenshot)
User Details: The User Details panel on the right side of the Live Agent Hub screen displays information about the end user like the company name to which the end user belongs, location and email address.
If there is a new chat request from any end user, then the end user avatar under the New Requests section will appear. (Refer the following screenshot)
Figure: New chat request