LAT - Chat Transfer
- 10 Dec 2024
- 8 Minutes to read
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LAT - Chat Transfer
- Updated on 10 Dec 2024
- 8 Minutes to read
- Print
- PDF
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Chat Transfer functionality within the Live Agent hub streamlines and enhances customer interactions within the Digital Agent platform. This feature is designed to equip Live Agents with the capability to transfer ongoing chats to be added to a queue or to other Live Agents possessing the necessary skills or expertise whenever the need arises.
Chat Transfer functionality ensures smoother transitions during chat transfers, ultimately leading to increased levels of customer satisfaction and decreased response times.
User Persona
Analyst (Live Agent)
Benefits
Initiate Chat Transfer
Live Agent who is engaged in a chat with a user can transfer the chat to another Live Agent with specific skills or expertise. You can also transfer the chat to a queue, from where another Live Agent can accept the chat transfer.
To transfer a chat to another Live Agent, perform the following steps:
- Click
on the dashboard to open the Live Agent Hub in a new tab. Accept or ignore the chat from the Live Agent Hub. - Click Accept to accept the chat request from the end user.
- Once you accept the chat request from the end user, the conversation will appear under My Active Requests.
- Under My Active Requests, click
next to the name of the end user to transfer the chat to another Live Agent.
When you hover on the
, a tooltip will display the following information:
Figure: Chat Transfer tooltip - A pop-up is displayed where you provide details such as the reason to transfer the chat, Live Agent name, reason displayed to the end user for transferring the chat, and additional notes. The following pop-up is displayed:
Figure: Chat Transfer pop-up
Refer the below table for the different fields present in the Chat Transfer pop-up along with their description:
on the dashboard to open the Live Agent Hub in a new tab. Accept or ignore the chat from the Live Agent Hub.
next to the name of the end user to transfer the chat to another Live Agent.
, a tooltip will display the following information:
Figure: Chat Transfer pop-upTransfer To | |
|---|---|
Agent | Queue |
Select Agent to transfer the chat to a specific Live Agent. By default, this option is selected. When you select Agent, the following fields are displayed: | Select Queue to transfer the chat to the queue where a notification is sent to all the available Live Agents except the Live Agent who is transferring the chat. |
Agent Name*: Select the name of the Live Agent to whom you want to transfer the chat. Only names of the Live Agents who are logged in and available are listed in the dropdown menu (this information is available in the tooltip). You can search and select Live Agents by name irrespective of their Workgroup with LAT enabled. On hovering the information icon, the following tooltip is displayed: | Tenant*: Select the tenant (department) from the dropdown menu to which you want to transfer the chat. All the available tenants are listed in the dropdown menu. |
Reason to Transfer*: Select the reason to transfer the chat from the dropdown menu. When you hover on a particular reason, then a description is displayed that provides additional details about the reason. | |
Additional Notes to Agent: Provide any additional notes for the Live Agent to whom you are transferring the chat. These notes can be related to the end user’s issues or any other relevant information that will help the Live Agent to easily resolve the end user’s issues. | |
Reason to End User*: Select the reason for transferring the chat from the dropdown menu that will be displayed to the end user. On hovering the information icon, the following tooltip is displayed: | |
6. Click Submit to transfer the chat to a Live Agent. If you do not want to transfer the chat and close the pop-up, then click Cancel. Once you click Submit, the following message is displayed when the chat is successfully transferred:
Figure: Chat transfer successful message
Once the chat is successfully transferred, then the chat will no longer appear under the My Active Requests section.
If the chat transfer is unsuccessful, then the following message is displayed:
Figure: Chat transfer unsuccessful
The Live Agent will be able to continue the chat with the end user. Also, the Chat Transfer
icon will be there next to the end user name under My Active Requests section.
Note:
The end user is notified that there was an issue in transferring the chat and the chat is continued with the same Live Agent.
Reason to Transfer
The table below outlines the various reasons for initiating chat transfers, each accompanied by a descriptive explanation. These reasons are displayed in the dropdown menu which the Live Agents can select for initiating transfer chat.
Figure: Reason to transfer chat - dropdown menu
| Reason to Transfer | Description |
|---|---|
Technical Issues | Live Agents may face technical issues or system malfunctions that may prevent them to help the end user effectively. |
Language Barrier | If the end user chats in a language that the current Live Agent doesn't understand or is not fluent in, the chat may need to be transferred to a bilingual or multilingual Live Agent for better communication. |
Expertise | The current Live Agent might not possess the specialized knowledge or expertise needed to effectively deal with the specific issue or query of the end user. |
Escalation | When a situation escalates and requires higher-level intervention or managerial approval, the chat may be transferred to a supervisor or senior Live Agent. |
Queue Management | To evenly distribute the workload or effectively manage the chat queues, Live Agents have the option to transfer chats among themselves. |
Shift Change | Live Agents might find it necessary to transfer chats as their shift concludes, thereby ensuring that the customer's requirements are still fulfilled. |
Follow-up | If an end user requires a follow-up call or additional assistance later, the chat can be transferred to a Live Agent who can schedule and handle the follow-up. |
Customer Preference | If the end user expresses a preference for a particular Live Agent or has an ongoing relationship with a Live Agent, the chat may be transferred accordingly. |
Geographic Location | For businesses with a global presence, chats may be transferred to Live Agents in specific geographic regions based on the end user's location or language preference. |
Agent Availability | If the Live Agent currently handling the chat is not accessible because of breaks, meetings, or other obligations, the chat might need to be transferred to another available Live Agent. |
Dispute Resolution | Chats that involve disagreements or conflicts might need the intervention of a different Live Agent to help find a resolution. |
Training or Mentorship | Live Agents undergoing training or mentorship initiatives can transfer chats to their mentor or supervisor for guidance and coaching purposes. |
Technical Support Tiers | In technical support situations, chats can be transferred to various support levels depending on the complexity of the issue at hand. |
Product or Service Specialization | If the customer is asking about a particular product or service, the chat can be transferred to a Live Agent who specializes in that specific area. |
VIP or Priority Customers | Transfer the chats of high-value or VIP end users to dedicated Live Agents or special customer service teams. |
Reason to End User
The following reasons are displayed in the dropdown menu of Reason to End User which the Live Agent can select while transferring the chat. This reason is visible to the end user.
- Specialized Assistance
- Request Complexity
- Higher-level support
- Department-specific Inquiry
- Clarification and Detailed Assistance
Figure: Reason to End User - dropdown menu
Notification of Chat Transfer
Live agents receive various notifications about chat transfers, ensuring a seamless handoff from one Live Agent to another. These notifications include details about the customer's query, chat history, and other details, allowing Live Agents to quickly understand the issue and provide efficient assistance.
Notification to new Live Agent(s)
Once a Live Agent initiates the request to transfer a chat, other Live Agents or a specific Live Agent will receive a notification.
- If the Chat Transfer type is ‘Transfer to Queue’, the chat is transferred to the respective queue. However, a notification is sent only to those Live Agents who have not handled this chat at least once. Following message is displayed:
Figure: notification - Transfer to Queue - If the Chat Transfer type is ‘Transfer to Agent’, the chat is transferred to the specific Live Agent. You can transfer the chat to another Live Agent who has already handled the same conversation. The Live Agent to whom the chat is being transferred will receive the following notification:
Figure: Notification – Transfer to Agent
The notification includes details about chat transfer reason, Live Agent name who is transferring the chat along with Ignore and Accept button.
Note:
When a Live Agent receives a notification of chat transfer request, then the Live Agent cannot perform any action until they accept or ignore the chat transfer request.
Notification to previous Live Agent
Live Agent who initiated the chat transfer is notified with the following message once the chat is successfully transferred to the queue or a Live Agent.
Figure: Notification - successful chat transfer
Accept Chat Transfer
Available Live Agents receive a notification about the chat transfer request with complete details about previous Live Agent name, chat transfer reason, and name of the end user.
Figure: Notification - Chat Transfer
The new chat transfer request for the Live Agent to whom the chat is transferred will see the request under New Requests. An icon (
) is displayed next to the chat request when the chat is being transferred by other Live Agent. On hovering over the icon, you will see the following information:
Figure: New chat transfer request
To accept the chat transfer request, perform the following steps:
- Click Accept on the notification to accept the chat transfer request. Once the chat is successfully accepted, the following message is displayed:
Figure: Success messageNote:Live Agent who accepted the chat transfer request is able to view the complete chat history of the accepted chat. - Once you click Accept, the chat is reflected under My Active Requests section, and you can continue the conversation with the end user.
- To end the chat, click End Chat. The following message is displayed:
Figure: End chat message
While the chat transfer process is in progress and the Live Agent to whom the chat is transferred has not yet accepted or rejected the chat transfer request, the End Chat button for the previous Live Agent is disabled. (Refer the below figure)
Figure: Disabled end chat button and compose panel
Also, while the chat transfer is in process, the message compose panel is disabled and the previous Live Agent will not be able to chat with the end user. The following message is displayed mentioning the reason for chat transfer:
Figure: Chat transfer in progress
History
Live Agents can view the entire conversation history under the History section.
- Previous Live Agent can view the entire chat till the point the chat was transferred to another Live Agent.
- New Live Agents, if they accept and close any transferred chats, those chats will be displayed in the History section along with the complete chat history.
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