Live Agent Transfer

The transfer of conversation between Copilot and an End User to a Live Agent (Analyst) is known as a "Live Agent Transfer" (LAT).

LAT basically provides an option to the end user to invoke Live Agents during the conversation with Copilot. This enables the end user to connect with the Live Human Agent and escalate to  immediate attention in order to a log an incident (INC) or create a service request (SR).

• End User Copilot

• Analyst Copilot

End User Copilot

As an End user, To connect to a Live Agent, perform the following steps:

1. Log in to the Application as an End User.

2. Click on the Copilot Assistant icon to prompt.
   

   Figure: AI Copilot
   

3. Enter prompt to connect with Live Agent and click on the send icon .
   

   Figure: End User Query
   

4. Copilot will require confirmation if you want to connect to a Live Agent.
   

5. Click Yes to connect with a Live Human Agent.

Analyst Copilot

Upon the End User requesting for a chat with an Analyst, all the Analysts are notified about the End User chat request on Analyst Application. The Live Chat will start blinking with all the notifications requested from End User.

To chat with the end user, perform the following steps:

1. Log in to the Application as an Analyst.
   

2. Click on the Live Chat on top corner of the application.
   

   Figure: Analyst Dashboard - Live Chat
   

3. You are navigated to the Live Agent Hub where you will a list of users waiting to chat with Analysts.
   

4. Click on the User to chat and address the query.
   

   Figure: Live Agent Hub
   

5. You are required to Accept Chat from the End User in order to chat and resolve the issue.
   

   Figure: Live Agent Hub
   

6. As an Analyst, you are enabled to create Incident and Service Request from the Action Panel based on the request from the End User. Upon clicking Create Incident you will be navigated to the Incident Creation page for the Analyst Persona.
   

   Figure: Live Agent Hub Chat

For more information, refer to LAT Documentation.