Accessing and navigating the agent console
Support agents use Live Chat to resolve user queries. Agents can access the support console from Remedy with Smart IT or BMC Helix Business Workflows. You can view user information and use resources to help resolve the user's queries.
Agent console overview
The support agent from Smart IT (IT agent in Smart IT with ESChat_Agent permissions) or the case agent in BMC Helix Business Workflows sees the chat request from the self-service user in the Live Chat console.
Agent console UI elements
When you click Live Chat, the following page appears:
On the Live Chat page, you can see incoming chat requests from users and accept a chat session by clicking the chat request in the Queue or Transferred chat queues. Agents are also notified of incoming chats or messages. For more information, see Receiving-notifications-for-incoming-chats-or-messages.
The Live Chat page has the following UI elements:
Agent console UI elements | Description | Example |
|---|---|---|
Available | Indicates that you are available for a chat session. By default, this option is enabled. If the Agent Auto Accept feature is enabled by the administrator, the Available for option is displayed instead. You can select the number of chats that can be automatically assigned to you. |
|
Queue | Displays the number of chat sessions that are waiting to be assigned. |
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Transferred | Displays the number of chat sessions that are transferred to you. |
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Wait time for pending and transferred chats | Displays the relative wait time for chats in the the Queue and Transferred tabs. |
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Company and Support Queue | Displays the name of the company and the support queue that the chat is assigned to. If the chat is not assigned to a specific support queue, then the queue name is set to GENERAL. |
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Source of the chat | Indicates the source of the live chat request. Important: When the chat source is BMC Helix Chatbot, you cannot send an attachment. |
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To access the agent console
- From the Smart IT home page, click Live Chat.
- To accept a chat session, click one of the following options:
- Queue—To accept a fresh chat session initiated by a user.
- Transferred—To accept a chat session transferred by an agent.
- Start your conversation with the end-user.
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