Accessing Agent Chat Dashboard

  1. To access the "Agent Chat Dashboard” console, open the following URL:
  1. https://tenant-url/agent
    Figure 1. Figure 65 - Agent Chat dashboard
    https://lh5.googleusercontent.com/8B0NyYGBflksSvfBVrH7uebCNV1EOQSHbCmo3pLC5Jrdg4rZanBuiEd7colBaTA_Y7DogoQ6RAwK8DFNnAgueQgNwktgEPRPs87xi1IVJ3w3F1phLg5QGhz8zhZd7CW76bTUAl6CUIuj92MhQBQ2tfI
  2. The user connects with BigFix AEX for their issues through BigFix AEX Chat Window as shown in figure below:
    Figure 2. Figure 66 – BigFix AEX Chat Window
    https://lh3.googleusercontent.com/bLH-whTNvRyLqxMMwgxeBFxIOgYFZXO0zHZ_6lUwCQ7G_smLQLaC6KCYgI_sImjBJNZJVSY2WDnaHlu6dKhQwTCBfXyyo1ChjpohkGVl-dqWiH3_tMn5o68c-DGi6SL0nuryen4QxoVoZqsI3bbz_aE
    1. When user is not satisfied with the solution provided by BigFix AEX, he/she chooses the chat to be transferred to a live agent. A confirmation message for chat transfer is displayed to the user on the BigFix AEX Chat window.
    Figure 3. Figure 67 – Chat Transfer Message
    1. Once chat is transferred to the agent, user issues are added to the queue in the Agent Chat Dashboard. Queue: A queue is a list of items (basically users who are waiting in the queue to have chat with the live agent) for a specific desk that comes from the users. The agent can view the following information pertaining to users’ issues:
    • User Issue,
    • User Info,
    • Waiting Time
    Figure 4. Figure 68 – List of Items in Queue
    https://lh3.googleusercontent.com/IhhnxBqKczSPi0rD7Pcpbay54zPj5jD2Dyhymqi2BxwFWGheCSRrY86n94_NDvHlNber3a6ueONwa-392QxNMbLJbgiBtLaoqfZ-QLfLAZnIGObCNzrKU_VdGuFxvJf23SfX-3O10U9tzHT4pnx2yLY
    1. The agent accepts the chat by clicking on the “Accept” button from the queue. He accepts the requests based on certain period called the Race Condition Time Period set by the admin on the admin page.
  1. The Agent who has the least chat count and the least number of active chats is given to the client. Crypto Random is used for assigning an agent to the user in queue, if there are more than one agent who has the same number of active chats.
Figure 5. Figure 69 – Accept Button
https://lh3.googleusercontent.com/358CC0mA_dNeBFqOeWjazmdZ-sdSYSuEvDcpAXEhBm_GsAF2cJ6iq420hl3Zparfplpot5_wU7NyvQjzC8ao8YASpTFcNx3xqVODsdQfKLutKZVzau1Mb_CjnZdsW7vkeH6v5l_rgvKS9kjhTzGqdfg
  1. After the race condition time period is over, the agent is auto assigned to the user and the agent is notified with a message “You got the client” appears on the chat dashboard.
Figure 6. Figure 70 – Notification Message
https://lh5.googleusercontent.com/ambqqHT8Aisit2wlxDxTwIF_PtoySVBH8aXGqEU-I0MJ_xYdAYQW6i3gTGJL31HG4_LBKYx4Caw9tRaix80u1kGWRphnWjEAGHHX8cTT-CdhARVgfiy5oJr8ma1ZfHshx8Aa7tNYzT2kxwUmMhX3dOA
  1. Once the agent accepts the chat, the chat window appears as follows:
Figure 7. Figure 71 - Agent Chat Window
https://lh3.googleusercontent.com/2TXhXOBWxOkV4cigfstP3VqTKXUGFVIVGxyppTcMyJbiHFHho351WnLcygtKeqJ9SjUbD2Bmt_8bSyZXGZItuoVZAH811P4ePLiDrs9UlwgOA6XhfsrOz5PVCifWUIrgN2R_q1GrqztEv0oXYapvK-c
  1. The two default notification messages “Client has joined the room” and “user issue” appear on the Agent Dashboard when he accepts a chat by clicking on the Accept button from the queue.
Figure 8. Figure 72 – Default Messages
https://lh6.googleusercontent.com/XvtOLovUb6nO612K9MYM9Vth-QqJJ9Q6yzYY6PCdrb0IvAl0j5fbh6L5I8duugZ1Q9hwbRhWxSvhT_lHclK38srEY8nvtLoM-Oibj6XENsZ2NWIKJUKtIwjUX-ztEkK2MXlr6AZQZfqX1W1CAfkZl0Y
  1. When an agent accepts a chat from queue, the user issue is displayed as an active session.
  2. Agent can close the active chat anytime by clicking on cross icon and can reopen the active chat by clicking on the “Reopen” button.
Figure 9. Figure 73 – Active Session
https://lh3.googleusercontent.com/UrekfEvZA52-odFc5b2MAOfhdka_et-x3clH9NVL_WQ4PxvgGFz6ZTnNNTeG5z1Q428VzdLP--xiO2a_yWCFBLnjVN1UVimZecGZX5PZqzbSXPETzYvD9LKLEpHr11F_iRxoyplezSlueld-kHaRKsE
  1. The agents chat with the users in the chat area on Agent Assist Chat Dashboard. When the agent drops a message to the user, the message appears in the BigFix AEX Chat window.
Figure 10. Figure 74 – Chat Input
https://lh4.googleusercontent.com/SItt2MYGzQVrzWu0TN_hesHiK2X1GOI7H0ShGzNYB_gu99wvZkDScAkdtX3_dbdcsunVEzlGWQv1GqiGNEjAT2md8GK2vqdwJPvFZ7uqb2I05Ukb1S85G09jkNxc8fMvFGF8HG2-41F314PnHPcwNu0
Figure 11. Figure 75 – BigFix AEX Chat Window
  1. Similarly, when the user drops a message to an agent from the BigFix AEX Chat window, the same message appears in the Agent Assist chat dashboard window.
Figure 12. Figure 76 – BigFix AEX Chat Window
Figure 13. Figure 77 – Agent Chat Window
https://lh5.googleusercontent.com/EpSF-v-Y3cn0nsD_I0qqJ52EN32IAn3JcUpUHhPpkEq4sgsgRXzSBqJNXopzEiwDe3yd0xZuaCJG8QhwjAEOUxrLXnWbSkXZplJJghewOxVKCnM0ypatpM3r0IOM3-u7GOxl1GVm5bbEGkxRt9vS2hk

The following section covers the functions that an Agent can perform on the Agent Chat Dashboard: