If the agent needs to leave the chat, he must click on the
"Leave Chat" icon as shown in the following figure:
Figure 1. Figure 111 – Leave
Chat
The agent must choose the reason of leaving the chat. The
following options are available:
Issue Resolved - User is satisfied with the
solution provided by the agent.
Not Available - User is not satisfied with the
solution provided by the agent, however the agent needs to leave
the conversation for some reason.
Figure 2. Figure 112 –
Confirmation Message
The agent must select the appropriate reason for an active
transfer and click on the "Confirm"
button.
On clicking Confirm, the user gets a message
stating, "Would you like to train BigFix AEX?"
Click Yes to train the BigFix AEX or click
No if you don’t want to train the BigFix
AEX.
If the agent clicks on the Yes, he can only
suggest the usecases (SOP or Variations) that are configured in
BigFix AEX and are approved by the SME or supervisor in the
cognitive console.
Figure 4. Figure 114 – SOP
Response
If no use case is found from the trained Conversation designer,
it lists the conversations containing the same SOP name from all
the conversations trained in Conversation Designer. The agent can
select the use case from this list to train BigFix AEX.
If the Agent does not find the required use case from the list,
he can create a use case with SOP as a response. In such scenario,
click Yes when prompted to create a usecase with
SOP as response.
The agent must add at least five variations, then only the
Submit button gets enabled.
Figure 5. Figure 115 – Adding
Variations
Click Submit and the agent gets a success message.
Figure 6. Figure 116 – Success
Message
Once the chat is disconnected from the agent’s end, the
user gets a message in the BigFix AEX Chat window as shown in the
figure below:
