User Guide Agent Gadget

The agent who accepts the chat is the owner of the chat. The owner has additional rights to transfer chat and end chat. Chat owner is changed in the following scenarios

  1. Chat is in the conference state and the owner leaves the chat. One of the other agents of the chat becomes the owner.

  2. The owner transfers the chat to another agent. Now the agent, to whom chat is transferred, becomes the owner.

  3. A supervisor is part of the chat, through barge-in or hand raise accept, and the owner leaves the chat, the supervisor becomes the owner.

Agent chat gadget is the web application interface for contact center agents to receive and answer chat requests. The gadget may be loaded in Finesse as a finesse gadget.

Agent Gadget Features


Agent Login

When loaded as a Finesse agent gadget, login to chat server happens automatically using SSO with Finesse. For standalone login from a browser, an agent must provide credentials.

SSO with Cisco Finesse

For SSO with Finesse, Finesse gadget will pass following agent credentials to the agent chat gadget for auto-login.

  1. Agent id

  2. Agent password

  3. Extension


The agent will automatically be logged out of the chat solution upon logout from Cisco Finesse. If the agent doesn’t want to receive chats, the agent can change the chat-state to not-ready. Logout happens only via SSO with Finesse.


If the browser refreshes

Agent gadget would automatically be logged in via Finesse SSO.

If the network failure happens

Agent controls are disabled and the gadget waits for the connectivity to be restored.

The network is restored within reconnect-time,

The agent is logged in via Finesse SSO.

The network is restored after reconnect-time,

The agent is logged out and needs to re-login from the login screen.

Change State

The agent can change the state from the top-right corner. An agent should be in the ready state to receive new chat requests.


Incoming Chat Request

When the agent is in Ready state a new chat request may arrive. The agent will see a new chat notification as shown below.

In the following screenshot, a new chat request arrives from a customer name Faisal.


If the agent doesn’t accept the chat request, the request remains to wait for the agent to accept the request until either the agent accepts it or the agent is logged out or disconnected. In case the agent is logged out the request is rerouted to some other agent.

Chat Conversation

Once the agent accepts the incoming chat request a new conversation window with this new customer is opened on the agent gadget. All the messages sent by the customer are visible on this conversation interface. The conversation UI shows messages in a threaded zig-zag mode showing customer messages left-aligned and agent responses are right-aligned.

An agent can send a plain text message at any point in time in an open conversation.


Transfer Chat

The agent can transfer an active chat conversation to any of the available agents using the Transfer Chat control in the conversation header. It will show a list of agents in the ready state and same team. Select an agent from the list to transfer the chat.

Conference Chat

The chat owner has privileges to add a new participant in the chat for a conference. Click the Add Agent button to add an agent to the conference. It will show a list of agents in the ready state. Select an agent from the list to add the agent to the conversation.

Hand Raise

If the agent needs assistance from the supervisor, the agent can raise hand by clicking on the Hand Raise option.

  • List of available supervisors will be shown

  • Select one of the supervisors from the list

  • The supervisor will be notified

  • Once he accepts the hand raise request, he will be part of the conversation


Leave Conversation

Leave chat is a function available in a conference conversation. Any of the agents in the conference can leave chat with the Leave Conversation option. Follow the below steps to leave the chat

  • Click the Leave Conversation button as shown in the figure

  • A popup will appear to confirm you to leave the chat

  • Click on yes to leave the chat

  • Chat will be ended from your end.

End Conversation

  • An agent can end a conversation with the End Conversation option.

  • A popup will appear to confirm you to end the chat

  • Click on yes to end the chat

  • Chat will be ended for all the participants

  • Only Owner of the chat has rights to end the chat

Chat Owner

The agent who accepts the chat is the owner of the chat. The owner has additional rights to transfer chat and end chat. Chat owner is changed in the following scenarios

  1. Chat is in the conference state and the owner leaves the chat. One of the other agents of the chat becomes the owner

  2. The owner transfers the chat to another agent. Now the agent, to whom chat is transferred, becomes the owner

  3. The supervisor is part of chat, through barge-in or hand raise accept, and the owner leaves the chat, the supervisor becomes the owner

Suggested Answers

When a customer message arrives, suggested answers also receive. To access those answers, click backslash ( / ) in the message box, suggestions will appear as shown in the picture.


An agent can select a suggestion, modify it if needed and send the suggested answer. The confidence level of a suggestion may be any of the following

High-Confidence

Indicated with a green circle around the conversation title - the suggestion is most probably the right answer to the customer query

Medium Confidence

Indicated with an orange circle around the conversation title  - the suggestion may or may not be the right answer to the customer query

Low Confidence

Indicated with a red circle around the conversation title  - KB’s confidence level is very low for this suggestion but making it just in case the agent finds it appropriate and need to tweak KB article questions for a better prediction.

Confidence Level

The time of each response type (confidence level) is configurable.

Auto-Response

Agent gadgets may respond to a customer query automatically if the agent doesn’t respond within a configured response time. The best available suggestion will be sent to the customer.


Supervisor Features


Supervisor Chat Dashboard

All the active chats are visible to the supervisor on his dashboard in a list-view interface.

Silent Monitor

A supervisor has the right to see the active chat without notifying an agent. This is called silent monitoring. To start silent monitoring a chat, follow the steps as mentioned below

  1. Click on the customer name field on the dashboard.



  2. The supervisor view will be switched to chat details page


During a silent monitoring session, the supervisor is not allowed to send a message. To send a message, switch to Barge-in mode.

Barge-in

Once the supervisor is silently monitoring the chat. He can Barge In to join the chat by clicking on the barge-in button.

The agent is notified that the supervisor has joined the conversation.

Now the supervisor can send messages as well.

Accept Hand Raise

  • The agent does hand raise request

  • The request is received on supervisor end

  • The supervisor can accept the hand raise request

  • The supervisor becomes part of the conversation.

Whisper Message

Once the supervisor has joined the conversation through barge in or hand raise requests, he can send a whisper message. Whisper messages will not be sent to the customer but only to the agent.

For sending a whisper message, the supervisor checks the checkbox in front of the message box and sends the message.



Agent/Supervisor User Experience in the event of connection failover with the Chat server



Once the agent's connection is broken with the server, an error message is shown on the agent's interface, during fail-over agents cannot perform any task except switching between the already active chats.

Following are the scenario after re-connection

The connection is not established within reconnect timeThe agent is logged out and needs to log in manually once the connection is re-established
The connection is established within reconnect timeAgent's is auto logged in and can start a conversation from the point where he left. If there are any new messages or chats, they are updated accordingly on the agent's interface.


Reconnect Time

Reconnect-time is configurable


Issue

Unexpected Behavior

Unknown state

On chat-server restore:

  1. The agent's state is set to UNKNOWN.
  2. The agent needs to change it's the state from UNKNOWN to READY or NOT READY
  3. The agent cannot receive new chat requests until the agent changes the state to READY.

Unable to transfer/ conference chat

The supervisor can not transfer chat or add any other agent in the conversation

User experience on lost connection with the Chat Server

Once the agent's interface has lost the connection with the chat server, an error message is shown on the interface and the agent cannot perform any activity on the interface except switching between the already active chats.

Following are the scenarios on re-establishing the connection with the chat server

The connection is established after reconnect time

The agent is logged out.

The agent needs to log in manually after the connection is re-established

The connection is established within reconnect time

The agent is auto-logged in.

Conversations are restored in the updated state.

Related docs & files