This documentation supports the 20.02 version of Live Chat. To view an earlier version, select the version from the Product version menu.

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. 

Important

The Support Agent Console in BMC Remedy Mid Tier Server is disabled in Live Chat and cannot be enabled.

Agent console UI elements

When you click Live Chat, the following page appears:

Live Chat.PNG

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.

Available for.png

Queue

Displays the number of chat sessions that are waiting to be assigned.

pending count tooltip.png

Transferred

Displays the number of chat sessions that are transferred to you.

Transferred chat.png

Wait time for pending and transferred chats

Displays the relative wait time for chats in the the Queue and Transferred tabs.

Time counter.png

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.

Company and support queue name.png

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.

Live chat request source.png

To access the agent console

  1. From the Smart IT home page, click Live Chat
  2. 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.
  3. Start your conversation with the end-user. 

Related topics

Interacting-with-chat-users

Accessing-and-navigating-Self-Service-Portal

Orientation

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*