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.  

   Figure: Agent History

   Multi Language Display in History

   After ending the chat, the details in the History section is captured according the Chat History.

   
   Let’s consider the following Example:

   End User has requested for Live Agent help. By default, consider that the Language is EN (English). Later the Agent changes the Language to (FR) French and after the conversation the Agent ends the chat. The History section captures the first few lines in English and the remaining conversation in the French Language.

   Note

   The History section enables you to view conversation in various languages. However, the language cannot be changed.

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. Multi Language Support for Agents: When the End User’s chat arrives in the queue, you can change the Language as required.
   
   
   Figure: Language Selection
   
   The list of Languages which are displayed is based on the Web App configuration.
   
   Figure: Languages

   Note

   • Though you select Accept Chat or Reject Chat you must be able to select the required Language.

   • This is applicable for New and Accepted conversations.

   • Once the chat is ended, the Language cannot be changed.

   Multi Language Support Translation for Agents

   The multi-language support feature on the Live Agent (LAT) console allows agents to interact with users in various languages. Agents must select their preferred language within the LAT interface and communicate directly in that language, with messages automatically translated for seamless conversation between agents and end users. This functionality will enhance communication flexibility and improve user experiences across global regions.

   • Agent Language Selection: Enable agents to select their preferred language directly from the LAT Hub.
     

   • Automatic Message Translation: Incoming messages from end users, typed in their preferred language, will be automatically translated to the agent’s selected language. The system accurately translates the incoming message to the agent’s selected language, maintaining message context and meaning.

     

     Figure: Bot Language Translated

   Note

   • The language selection is considered for that particular session. Once an Agent re-starts a new session the language is  switched to the default configuration.

   • If multiple tabs are opened by an Analyst with the same session, the language selected is same as the original tab from which it is duplicated. This is reflected across all the duplicate tabs.

   Consider that you have selected a language other than the default, then all the content in the chat is displayed according to the selected language.

   

   Figure: Selected Language

8. 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.  

   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. 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

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

Create Incident from Popup

Now, Analysts can create Incidents from the Agent Hub chat screen and the Incident creation will open as a popup with details such as Caller, Symptom, Description and these will be auto populated on the popup screen from the chat details. If there is an issue while creating an incident, an error message is displayed as a banner notification with a message “Failed to create an incident. Please try again”

When an analyst clicks on Create Incident, it will create an incident, and a sample message is copied to the compose window as a canned response for an analyst to send the message to End User.

To create an Incident from the popup window, perform the following steps:

1. Upon receiving a new request from the End User, click Accept Chat on Top of the Agent Hub.
   This will enable Create Incident Action button.
   

2. Navigate to the Action Panel and click Create Incident.
   

   Figure: Action Panel
   

3. Incident Popup window will display the following details, verify and click Create Incident to create an Incident for the End User.
   

   • Caller Details: End user’s caller details is displayed such as Name and Email ID.

   • Symptom: The details are taken from the Copilot to the auto populated in the Symptom field. This field can further be edited by an analyst.

   • Description: This contains a short description and the entire chat transcript. For more details refer, Chat Transcript.
     

   

   Figure: Create Incident Popup

4. An Incident is created with a success message on the top of the chat window. An auto message is generated on an analyst’s chat window with an Incident number and stating that the incident is created successfully and an agent will get in touch shortly.
   
   The default message on the chat window is as follows, this message is configurable at the code level.
   "Incident <Incident_Number> has been created, and a support agent will be in touch with you shortly."
   

   Figure: Success Message
   

5. Click send button to send the message to the End User.

6. Navigate to the User’s Record History in the Open tab you will be able to find the Incident details.

   

   Figure: User’s Record History