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:

1. 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.

2. Active Requests: 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.

3. 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)
   Figure: Agent History

4. 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.

5. User's Record History: The User's Record History panel provides a log of the recent five tickets for the selected end user. There are two tabs in the User's Record History panel segregating Open and Closed tickets. (Refer the below screenshot)
   Figure: User's record history
   Once the Live Agent clicks on any ticket, it will open a new window where the details of the ticket can be found. The Incidents and Service Requests are displayed according to the Live Agent’s tenant access. For instance, if a Live Agent has IT tenant access but an Incident is generated in the HR tenant, that incident would not be visible to the Live Agent.

6. Action Panel: Live Agents can create an Incident or Service Request themselves through the Action Panel. (Refer the below screenshot). There are two tabs in the Action Panel – Create Incident and Create SR. Click on the respective tabs to log an Incident or SR.
   Figure: Action Panel

7. Eye Icon: The Eye icon near New Requests will enable Live Agents to quickly identify and understand which chats are being viewed by other Live Agents. (Refer the below screenshot)
   Figure: Eye icon in Live Agent Hub
   
   The Eye icon is visible to all other Live Agents (except the one who is viewing the chat) if any one Live Agent opens the chat request and is viewing it.
   
   If there is a new chat request from any end user, then the end user avatar under the New Requests section will have an orange border. (Refer the following screenshot)
   Figure: New chat request - orange border in End User avatar
   
   If any Live Agent has opened and viewed a chat request, then the respective border of the End User avatar under New Requests will change from orange to grey. The End User avatar of the chat requests which are not viewed by any of the Live Agents will have an orange border. (Refer the following sample screenshot)
   Figure: Grey border on End User avatar
   
   When the Live Agents hover-over the icon, then the tooltip will display the following information:

   1. If only one Live Agent is viewing the chat, then the tooltip will display ’Currently viewed by [Live Agent name]’ to other Live Agents. (Refer the sample screenshot)
      Figure: Eye Icon tooltip

   2. If there are two new chat requests and one is being viewed by a Live Agent, then all other Live Agents will see the Eye icon against the respective End User avatar. (Refer the following screenshot). Other chat requests which are not being viewed by any Live Agent will not have the Eye icon.
      Figure: Eye icon for chats viewed by Agents

   3. If more than one Live Agents are viewing the chat, then the tooltip will display 'Currently viewed by [no. of Agents] other Agents' to all other Agents who are not viewing the chat. (Refer the following screenshot)
      Figure: Eye icon tooltip displaying the number of Agents viewing the chat

Note

If Live Agent logs out of the Apex, then the Live Agent is automatically logged out of the Live Agent hub window and the below message is displayed.

Figure: Logged out message

Auto Notification to Agent

An auto notification is displayed on the Agent Hub’s chat window if there is no response from an analyst for ‘n’ minutes. The displayed notification message is "You have not responded to this user in the past ‘n’ minutes and ‘n’ seconds.

Figure: Auto Notification Message

Note

The time displayed is configurable on the application code level.

Auto Notification and Idle Indicator for Analyst

If an analyst delays to respond within ‘n’ minutes to any active chat, then a toast message is displayed as a notification and on My Active Requests an idle icon is displayed . On hovering over the idle icon, the same message is displayed.

Figure: Delayed Time

Once an analyst responds to the end user, idle icon and toast message will disappear.

Figure: Responded Analyst Chat

Note

When an analyst selects the End User name the idle icon and toast message is still seen until an analyst types and sends the message to the End User.

Copy Chat Transcript to Clipboard

Now, Analysts can effortlessly copy the entire chat transcript to clipboard. Enabling an analyst to read through the chat and use it while creating requests or logging incidents.

To copy the chat transcript, scroll to the end of the chat and click on the copy icon .

Figure: Copy Chat to Transcript

Once the chat is copied, a success message is displayed as “Chat transcript copied successfully“. The Chat transcript consists of End User and Analyst Name along with all the chat details. This is used on the requests or incidents to achieve excellence in service and for user communication management.

The copied chat transcript structure is displayed in the following figure:

Figure: Chat Transcript