Live Chat Update: Agent Groups

Video Tutorial:

https://www.youtube.com/watch?v=WHNdAdrge88

Introduction

We have updated the Live Chat Agent feature.

The feature name is called as Agent Group.

Where to find this New Feature

Let’s see where you can see this feature:

Workspace Settings -> Agent Groups (this is the additional Section, we have newly added).

Now you can click on “+ group” to add a new group of Agents together, combine them as per your requirement to get the best Assignment.Possible.

How to set the New Agent Group

Group Name: “Support”
Assign Method: “Random”

Random - which will be around Robin method
Least Assigned.- In a Live chat agent, that has not many tickets assigned.

Lets select Random assign method as many users prefer to go for Random.

Online First: “Activate” (very Important feature)

Soon as Agent gets assigned, then only we check if the agent is Online.

If you want to go with only Live Assignments, choose this option.

Members Overview: The members you can assign as Live Agent.

Weighting: You can also put in the weighting - If this number is high - it means that the likelihood that this Chat Agent is getting assigned will be much much greater.

In Group: You can determine which Member you want to have inside of this new group created and then set the weighting options.

Once all the above settings are done, you can click on “Create” Button.

Now this group will show in the default overview of Agent Groups.

You can customise by going through the Pencil Icon or create one more new Group.

For example you have a Sales Team, a Support Team, a Developer Team, you can create all these kinds of groups .

This is the new group assignment for Agents.

Now you can segment your agents into separate groups and based on this Group, we will also be able to assign the users accordingly.

What an Online Status Verification means for Agents?

Or we can say, " How are we going to check the agent is Online?”

This works bit different than the regular live chat platforms.

In UChat, the way we track a Live Chat Agent is Onine is if they have the Live Chat Section in Open Condition.

This means, If we go towards Live Chat for a user means we are now able to check and verify that this Live Chat Agent (Myself in this case) is currently Online.

Incase you move away from this window, that means we are not able to track whether or not the Live Chat Agent is Online.

We need to make sure, that the Live Chat Agent is Online with the Live Chat Section in Open Condition and in that Tab in the browser.

Two ways to access Live Chat

Main Dashboard > Live Chat (from the top Menu next to Dashboard)

Open the Bot > Live Chat (Select from the left side Menu) This is Live Chat for individual Chatbots.

By this we can check the Agent Online status.

Keep the Chat page open on the Dashboard or inside the Bot, that does not matter, as long as the Agent is Present Online on this Specific Window.

How does the Live Chat work inside a Flow Builder?

Let’s create a sample workflow:

Create a subflow in the name of ”Live Chat Agent Assignment”

Action Block -> Basic Actions ->Assign to Agent or Assign to Agent Group.

Let’s select Agent Group.
You can see some options over here.
1. None
2. Default Group 1 - All users (Random)
3. Default Group 2 - All users (Least Assigned)
4. Default Group 3 - Only Agents (Random)
5. Default Group 4 - Only Agents (Least Assigned)
6. (groups customised)

Difference between Group 1-2 and Group 3-4 are:

Group 1 & 2 assigns to all the Users or members inside of the Workspace.
Group 3 & 4 assigns only to the Agent Role Permision itself.
Incase if you don’t want any of the presets you already have, eg., Support Group set up, where we already integrate all of those settings and also provide with available team members inside here.

Updates in the Condition Block

Now you can check a few extra agent settings:

List of Conditions connected to Agent:

Last agent interaction (minutes ago)
Is assigned to agent
Is assigned agent Online
Has agents Online

Let’s go use “is assigned agent Online” in the condition block.

Incase if the agent is not Online or is not in Live Chat, then we are able to go with this Condition block and assign a different agent.

Also we check if the chatbot has any agents available online. If no, we could say “okay, currently we don’t have live chat support, but we will get back to you in particular Business Hours.

We also have a System field called “Last Agent Interaction”, by which you can check the Last Agent Interaction between a certain time frame.

After
Before
Date on
Date between
Time between
Time after
Time before
We have a whole bunch of conditions sets.

With these updates, we have brought some really powerful and amazing features regarding the assignment of Live Chat Agents as well as checking their Online Status, and also the last interaction time of that specific Agent.

By this you are able to provide much better Customer Support Experience for your users.