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:
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.
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.
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.
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.
In the Self Service Portal, verify that the agent responded.
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.
Note
The script starts a series of messages from the support agent to the self-service user. When the self-service user responds to a question, the next question in the script is sent. No action is required from the support agent until the script is complete.
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.
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.
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.
In the Support Agent Console, click Release.
The session is released back into the support queue. The status shows as Pending Assignment.
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.
In the Support Agent Console, click the Pending Assignment link to reacquire the same session.
In the Self Service Portal, verify the system message stating that the agent is online and ready to chat.
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.
In the Support Agent Console, verify that the Pending Assignment counter is red and shows one assignment.
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.
In the Support Agent Console, click the Pending Assignment link in window 2.
The new chat opens as a separate session.
In the Support Agent Console, verify that the Pending Assignment counter is red and shows one assignment.
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.
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.
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
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.
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.