Sample session with a live agent

This topic demonstrates a sample interaction between a self-service user and a live agent. The session starts with a self-service user logging into the Self Service Portal, asking a question of the virtual agent, and then requesting a live agent. The session continues with the live agent logging into the Support Agent Console) and joining the chat session with the self-service user. The interaction shows the interfaces seen by both the self-service user and the live agent. A second self-service user logs into the Self Service Portal to demonstrate multiple chat sessions with the virtual agent.

This lesson uses the following designations to clarify which role is performing a step:

• Self-service User 1 (SS1)
• Self-service User 2 (SS2)
• Support Agent 1 (SA1)

These roles perform the following steps:

For a summary of the the actions illustrated in this sample interaction, see Summary of live agent session. To practice your own session with the live agent, see Practice with a live agent.   

(SS1) Log on to the Self Service Portal

1. Open a browser and enter the URL supplied by your system administrator.
   The Login screen appears.
2. Type your self-service user ID and press Enter.
   The Self Service Portal opens.

(SS1) Submit a question to the virtual agent to elicit a response

1. Type your question in the text box. For example, type the question What is JavaScript?.
2. Press Enter (or click Send).
   The virtual agent responds with the following answer: Browser-based scripting language
   
   

(SS1) Request a live agent

1. Click Chat With a Live Agent Now.
   The chat session is transferred to the live agent support queue.
   
   
2. Verify that a live agent is online, the customer information is assigned, and a new incident ticket has been created.

(SA1) Log on to BMC Remedy Mid Tier as a support agent

1. Open a browser and enter the BMC Remedy Mid Tier URL supplied by your system administrator.
   The Login screen appears.
2. Type your user name and password and click Log In.
   The BMC Remedy IT Service Management Home Page appears. 

(SA1) Access the Support Agent Console

1. From the IT Home Page, select Applications > Virtual Agent > Support Agent Console.
   
   

2. If this is the first time you accessed the Support Agent Console provide the appropriate information in the Preferences form and then click OK.
   The Support Agent Console appears.

   Important

   Do not use Google Chrome the first time that you log on to the Support Agent Console. You must save your preferences before you can use Google Chrome.

3. View the sessions that are pending assignment.
   Pending assignments are displayed in both the chat window and the Sessions section.

(SA1) Join the pending chat session with the self service user

1. In the Support Agent Console, verify that the session timer is progressing and that the session name is accurate.
2. Click the pending assignment in the chat window.
   The session opens and the entire chat log is displayed.
   
   

(SA1) Review the customer information and incident summary information

1. Click the Customer Information entry in the Associated Data tab to view the Customer Summary information.
   
   
2. Click the Incident: number entry in the Associated Data tab to view the Incident Summary information.

(SS1) Verify that the live agent has joined the chat session

In the Self Service Portal, verify that the support agent has joined the chat session. A message such as the following one appears: John Smith is online and ready to chat.

(SA1) Use Quick Text to chat with the self service user

In the Support Agent Console, click the Quick Text menu and select a question. For example, select How can I help you today?


The Support Agent Console shows that the message was sent.

(SS1) Verify that the agent responded

In the Self Service Portal, verify that the agent responded.

(SA1) Use a Question Script to chat with the self service user

In the Support Agent Console, click the Question Scripts menu and select a script. For example, select the Initial Welcome and Gather User Information script.

(SS1) Respond to the script questions

1. In the Self Service Portal, type a response to the script question and press Send. For example, respond with a daytime telephone number.
   
   
2. As the automated script continues to ask you questions, respond to each question with an appropriate answer. For example:
   
   Script: Thank you Alice, can you give me a cell number?
   SS1: 123-456-7890
   Script: OK, and how about confirming your email address.
   SS1: email@company.com
   Script: Thank you.
   
   The script is complete.

(SS1) Send message to the support agent to test header color change

In the Self Service Portal, type a message to the support analyst. For example, type header warning test.

The message is sent to the support agent.

(SA1) Verify that the header warning changed color

1. In the Support Agent Console, wait 30 seconds after you receive the header warning test message.
   The header on the chat window changes to a flashing yellow.
   
   

   Note

   The timing of the first header color change is configured in the Support Agent Console settings of the Virtual Agent Administration Console. The default is 30 seconds, but if this value is set differently in your system, wait the appropriate time to verify the color change.

2. Wait another 30 seconds, for a total of 60 seconds with no response from the support agent.
   The header on the Support Agent Console changes to a flashing red.

   Note

   The timing of the second header color change is also configured in the Support Agent Console settings of the Virtual Agent Administration Console. The default is 60 seconds, but if this value is set differently in your system, wait the appropriate time to verify the color change.

3. Type any response back to the self-service user.
   The header color returns to a static blue.

(SA1) Release the session

In the Support Agent Console, click Release.


The session is released back into the support queue. The status shows as Pending Assignment.

(SS1) Verify that the support agent released the session

In the Self Service Portal, verify the system message that the session has been released. The following message is displayed: agentName has released this ticket for reassignment.

(SA1) Reacquire the session

In the Support Agent Console, click the Pending Assignment link to reacquire the same session.

(SS1) Verify that the support agent reacquired the session

In the Self Service Portal, verify the system message stating that the agent is online and ready to chat.

(SA1) Change the number of windows to view (from 4 to 1)

In the Support Agent Console, use the Session Layout menu to change the view from 4 windows to 1.



The Support Agent Console displays only one chat window.

(SS1) Ask a new question and request a live agent

1. In the Self Service Portal, click New Question.
2. Type a question in the text box and press Enter. For example, type Are you a human being?
   The system responds with the following answer: No, I am an artificial entity.
   The previous test chat session is still displayed under the Live Chat Sessions section. Live chat sessions are identified by the first question or text that the self-service user typed.
   
   
3. Click Chat with Live Agent now to request a live agent.
   Both the Live Chat Sessions and My Open Incidents sections display both sessions.
   
   

(SA1) Verify pending assignments

In the Support Agent Console, verify that the Pending Assignment counter is red and shows one assignment.

(SA1) Change the number of windows to view (from 1 to 2)

In the Support Agent Console, use the Session Layout menu to change the view from 1 window to 2.


The console shows the active Test session in window 1 and the Are you a human being? session as a pending assignment in window 2. The session timer is actively counting.

(SA1) Accept the second chat session

In the Support Agent Console, click the Pending Assignment link in window 2.
The new chat opens as a separate session.

(SS2) Log on to the Self Service Portal as a different self service user, ask a question, and request a live agent

1. Log into the Self Service Portal as a second self-service user.
   The virtual agent greets the new user with the appropriate new user name.
2. Submit a question to the virtual agent to elicit an AIML response. For example, type What is your favorite food?
   The virtual agent responds with the following answer: I require only pizza
3. Click Chat with Live Agent Now.
   The chat session is sent to the live agent support queue.
   
   

(SA1) Verify pending assignments

In the Support Agent Console, verify that the Pending Assignment counter is red and shows one assignment.

(SA1) Change the number of windows to view (from 2 to 4)

In the Support Agent Console, use the Session Layout menu to change the view from 2 windows to 4. The Support Agent Console shows the active Test session in window 1 and the active Are you a human being? session in window 2. The new What is your favorite food? session is displayed as a pending assignment in window 3, with the session timer actively counting.

(SA1) Accept the third chat session

In the Support Agent Console, click the new Pending Assignment link in window 3. The new chat session opens as a separate session in window 3.

(SA1) Change the number of windows to view (from 4 to 2)

In the Support Agent Console, use the Session Layout menu to change the view from 4 windows to 2. The Support Agent Console displays a warning message: You cannot switch to this view while you have chats open in windows 3, or 4

(SA1) View the customer information for sessions 1 and 2

1. In the Support Agent Console, click in window 1 so that the focus is on that session.
2. Click the Customer Information entry on the Associated Data tab.
   The associated data is displayed for that session.
3. Click in window 2 so that the focus is on that session.
4. Click the Customer Information entry on the Associated Data tab.
   The associated data is displayed for that session.

(SA1) Send a URL link to the self service user

1. In the Support Agent Console, in window 2, click URL.
   
   
   
   The Open URL for Customer form opens.
   
   
2. Select an entry at the bottom of the form and click Send and then Close. For example, select CNN.
   
   
   
   The message Check out cnn, followed by a URL, appears on the Support Agent Console chat log.

(SS1) Verify that the URL opens in a new browser window

1. In the Self Service Portal, verify the message and associated link that appear in the chat log.
   
   
2. Click the link.
   The CNN web page opens in a new browser window.

(SA1) Transfer a file to the self service user

1. From the Support Agent Console, in window 1, click File xFer.
   
   
   The Remedy Chat File Transfer form appears.
   
   
2. In the form, click Add.
3. Click Choose File and browse to the file that you want to transfer to the self service user.
4. Click OK.
   The file to be transferred appears in the user session on the Self Service Portal.

(SS1) Verify that the file transferred into the chat session window

1. From the Self Service Portal, self-service User 1, verify the selected file is displayed.
   
   
2. Click the file name to download the file to your system.

(SA1) Expand the chat session window

In the Support Agent Console, in window 1, click Expand.


The entire chat log for the session appears in a separate window in a slightly expanded form that you can maximize to fit your monitor.

(SA1) Abandon the chat session

1. In the Support Agent Console, in window 3, click the Abandon button.
   The Set Request As Abandoned window appears.
2. Click OK.
   The chat session in window 3 closes. The Master Chat Record for this session is set to Status=Abandoned (which can be verified only by the BMC Remedy or Chat Administrator).

(SA1) Release the chat session

In the Support Agent Console, in window 2, click the Release button. The chat session is released back into the queue with a status of Pending Assignment.

(SA1) Close the chat session

1. In window 1, click the Close button.
   A confirmation dialog box displays the following message: Are you sure you want to close the session?
2. Click Yes to close the session.
   The Self Service Portal chat log displays a message that the agent has closed the session.