AEX Agent Assist User Guide
The data contained in this document shall not be duplicated, used, or disclosed in whole or in part for any purpose. If a contract is awarded to chosen parties because of or in connection with the submission of this data, the client or prospective client shall have the right to duplicate, use, or disclose this data to the extent provided in the contract. This restriction does not limit the client’s or prospective client’s right to use the information contained in the data if it is obtained from another source without restriction. The data subject to this restriction is contained in all marked sheets.
Figure 1 – Cognitive Console 13
Figure 2 - Agent Assist Card 13
Figure 3 - Agent Assist Home Page 14
Figure 10 – Confirmation Message 17
Figure 11 – Success Message 17
Figure 16 – Inactivity Chat 21
Figure 18 - Room Connections 22
Figure 21 – Agent Assist Console 23
Figure 22 – Success Message 24
Figure 23 – Agent Un- Availability 24
Figure 24 - List of Custom Messages 25
Figure 25 – Create Custom Message 26
Figure 26 – Create Custom Messages (Cont.) 26
Figure 27 – Create Custom Messages (Cont.) 27
Figure 28 – Success Message 27
Figure 29 - Edit Custom Messages 28
Figure 30 – Success Message 28
Figure 31 – Success Message 28
Figure 32 – Recommendation to Learn 29
Figure 33 - Recommendation to Learn page 29
Figure 34 – Success Message 30
Figure 35 - Recommendation to Learn Tab in Conversation Designer Console 30
Figure 36 - List of Variations and SOPs approved by Supervisor. 31
Figure 37 - Accept the Variations or SOP by SME 31
Figure 38 – Success Message 32
Figure 39 - Usecase Added in Conversation Designer Console 32
Figure 40 - Agent Assist Admin Page 33
Figure 42 – Success Message 34
Figure 44 – Success Message 35
Figure 45 – Success Message 36
Figure 47 – Success Message 38
Figure 49 – Success Message 39
Figure 50 – Confirmation Message 39
Figure 51 – Success Message 39
Figure 58 – Custom Message Drop-Down List 48
Figure 59 – Create Custom Message 49
Figure 60 – Add Custom Messages (Cont.) 49
Figure 61 – Success Message 50
Figure 62 - Edit Custom Messages 50
Figure 63 – Success Message 51
Figure 64 – Success Message 51
Figure 65 - Agent Chat dashboard 51
Figure 66 – BigFix AEX Chat Window 52
Figure 67 – Chat Transfer Message 52
Figure 68 – List of Items in Queue 53
Figure 70 – Notification Message 54
Figure 71 - Agent Chat Window 54
Figure 72 – Default Messages 55
Figure 75 – BigFix AEX Chat Window 56
Figure 76 – BigFix AEX Chat Window 57
Figure 77 – Agent Chat Window 58
Figure 80 - Hold and Resume Messages in BigFix AEX Chat Window 60
Figure 81 - 78 Custom activity (pseudo name) icon on chat window 60
Figure 82 - Custom activity 61
Figure 83 – Edit a Personal Canned Message 62
Figure 84 - Send Personal Canned Message 62
Figure 85 - Attach Document Icon 63
Figure 86 – Agent Uploading File 63
Figure 87 - Attached File in Agent Chat Window 64
Figure 88 - Attached File Sent to User Visible in BigFix AEX Chat Window 64
Figure 89 - Send File Icon in BigFix AEX Chat Window 65
Figure 90 – User Uploading File 65
Figure 91 - Attached File in BigFix AEX Chat Window 66
Figure 92 - File Received by Agent in Agent Chat Window 66
Figure 93 - Transfer to An Agent 67
Figure 94 – Confirmation Message 67
Figure 95 – Success Message 68
Figure 96 - Transfer To Desk 68
Figure 97 – Confirmation Message 69
Figure 98 – Success Message 69
Figure 100 - Schedule Chat Message in BigFix AEX Chat Window 70
Figure 101 - Schedule Chat Confirmation Message in BigFix AEX Chat Window 71
Figure 102 - Schedule Chat Confirmation Message to Registered Email ID 71
Figure 103 - Web Notification for Schedule Chat 72
Figure 104 – Agent Joins the Scheduled Chat Through Web Notification Link 72
Figure 106 - Schedule Session 73
Figure 110 - SOP Response in BigFix AEX Chat Windows 75
Figure 112 – Confirmation Message 76
Figure 113 - Confirmation Message to Train BigFix AEX 77
Figure 115 – Adding Variations 78
Figure 116 – Success Message 78
Figure 117 - Conversation Closed Message] 79
Figure 118 – Chat History – Open Button 80
]Figure 119 – Transfer History 80
Figure 123 - Adding Canned Message 82
Figure 124 – Success Message 83
Figure 125 - Edit Canned Message 83
Figure 126 – Edit Canned Message 84
Figure 127 – Success Message 84
Figure 128 – Delete Canned Message 85
Figure 129 – Confirmation Message 85