hello everyone good morning good evening welcome to today's conversational interface Academy session before starting the topic I would quickly like to talk about some of the resources do visit our communities our community is rebranded and redesigned to find information easily by navigating through the pages so we have separate Community for virtual agent and nlu agent chat AWA and sidebar there's tons of information content articles and latest questions and latest information available I do see most of you are also responding to some of the other customer questions thank you for your contribution uh feel free to ask any of your questions in our communities for our experts to respond every session is recorded and posted into our YouTube channels please do subscribe to our servicenow now community and look for conversational interfaces Academy playlist you can always revisit any of our previous sessions in this channel once again um the new year and we have renamed our virtual agent Academy to conversational interfaces Academy so we have announced in the previous session I'm going to announce once again here so please be aware it's a conversational interface Academy starting from 2023 onwards the reason for this is we have added agent chat and sidebar and sometimes we also do connect product sessions in these Academies no scheduling or registration changes for you still every alternate Tuesday we do at the same time so please inform your colleagues who are interested to learn more about our virtual agent nlu agent chat and sidebar with that said let's get into the today's topic today's topic is how to transfer a chat to another agent or a queue myself ready I'm an outbound product manager working in conversational interfaces team foreign how to transfer a chat to another agent and how to transfer HR to another queue and also will talk about how to provide access to requester to see a downloadable transcripts I'll do a demo for all these are three cases and then we'll take q a if you have any questions in between please do Post in our q a so that our team will try to respond foreign how to transfer a chat to another agent let's say we we have any requester able who has some problem with his laptop and he need to get an help faster so he starts his chat and our advanced work assignment routes to the available live agent Beth angelen so Beth interacts with Abel and says let me find a right agent let's say bet is in the general chat queue and she picks all the chats and then assigned to other agent or to the cues in this scenario and Beth tries to look who are the available agents who can help able she find an agent available in help desk and she knows Pride can help able here so she's transferring the chat to Fred and now Fred join the chat window with a requester and try to help him investigating further of his issue and provide the help faster the outcomes of having this capability is it helps resolving your customer issues faster transferring to the right agent who has the knowledge about the issue it improves agents efficiency and allow your agents to work on meaningful issues all available online agents will be visible in your agents panel so that the agent can search the right agent and transfer the chart I will show this during the demo time how an agent transfers to other agent so let's get into the second scenario transfer a chat to another queue let's say the same request or able looking for a help to fix his laptop it's been assigned to our live agent path and this time pat doesn't know any agent so she wants to know what are the available choose let's say there are two queues it helped us queue sales supports you and on the background of those queues it help desk has two agents like Fred and David and sales support too as team bet will not be aware who are the agents in those queues but she can see which online agent uh how many online agents available in those queues and then she can think which is the right cue so for Abel's laptop issue it helped us is the best queue because she transfers the chat to it helped us and based on the Q assignment rules and the conditions that's been defined in advanced work assignment the queue will look for the right agent and assign the chat to the right agent and the right agent comes into the chat window with able and start helping him in the outcomes for assigning to the queue it helps your customers issues solved faster and helps the agents to perform efficiently working on the meaningful issues all the available active queues in your advanced work assignments will be as visible in agents Channel panel now I hear a common question from many customers because as per the standard Behavior we have let the live agent get out of the chat when a chat is transferred to Q the reason for this is every queue defined by the customers has different set of rules there might be different wait time so we don't want the live agent keep waiting there and until the queue finds the agent to help them able so for that reason we are letting the live agent get out of the chat and let the queue take care of assigning other agent to the requester I'll show this also in our demo now the third scenario is allowed requesters to download the transcript so for this there is a configuration required to activate downloadable transcript to let that download button available in the chat window for the requester so this happens only when the conversation is ended then a downloadable button displays and requester when he clicks on it a text file gets download on his system and when he clicks on the test file it does show the entire conversation who joined in between and which agent has had all those info available let's say if you are using free chat service or post chat service those information could not be captured into the downloadable transcript so only the main conversation gets into the file with that said let's jump into the demo let's say I opened able as our requester and then I have an agent Fred in agent workspace and then I have Beth angelen in her agent workspace okay on Abel side he goes to service portal to look for the chat icon so he clicks on chat icon [Music] and try tries to connect to your live agent foreign s available online so his request has not been assigned to any agent I'm trying to make Fred also available and Beth angelen as for our demo we need two agents and one requester so let me start this conversation again able looking for the live agent as mentioned pet is in general chat queue so every chat first comes to her so she accepts the chat and starts replying to Abel [Music] and if you look here the chat is being sent to you uh Abel in his chat message say able says my laptop is not working now let's say Beth is uh not an expert to fix in a laptop but she does know that he's an agent who can help help her to fix this issue for the requester so if you look in a bad chat window at the bottom there is an icon available to transfer to another agent so when she clicks on the icon it shows all the available agents who are online so for our demo I kept only Fred online so that's why Fred alone is available here you can also start transfer to agent by using a quick action Slash Da now back clicks on thread and assign this chat to her now if you look here in pets inbox there is a notification which shows that the chat is transferred to Fred and in fact inbox he received a chat from Beth angelen and there is a reject and accept so I'd say Fred accepts it and when Fred accepts a chat immediately on request aside if you observed Fred has joined the chat this is visible to the requester now Fred starts interacting with Abel let's say he thinks he is already found the issue for Abel and he informed him he is going to send an email with all the steps to reset his system and the message is being sent to you able here now let's say there is a choice for uh bet once she transfers to Fred she's still present in the chat window along with requester and Fred if Beth decides she doesn't want to stay in the chat she can always manually close the chat and let Fred and Abel interact with each other so when Beth loves immediately there is a notification displayed in requesters window that angelin has left foreign now let's do the second uh scenario demo here so I'm canceling this chat and also keeping threads agent box claim starting a new session new interaction here let's say again Abel needs some help and he's looking for live agent Abel says uh his problem is not solved and he still need some expert help now here let's say Beth doesn't know any agents who can help but she does know there are some uh appeals available to which he can transfer the chat and the queue looks for the right agent to help able so in this scenario she will click on the icon transfer to queue and if you look here there are five queues that's been defined in this uh in the system by the Admin and out of these five there's a technical support chat which bets feels that's a right cue to transfer Abel's conversation to and if you also observe here there is one available agent you can also activate assigning to transferring to queue by using a quick action slash teach you now let's click on this queue now if you'll see here on able site transferring to pick support check and Beth Angeline has left so Beth is left out of this chat because it's been assigned to another queue now on the other queue based on the Queue conditions it assigned to Fred because he is part of that queue now Fred joins into the conversation and there is a queue notification is being sent to able to let him know that there is a uh like thank you for contacting support and the agent is looking into the cushion to help and let's say the conversation is being entered right so once any conversation is ended for the end user there is a download button which is visible on his chat window so he clicks on download the downloads a file on his machine now when I click on this text file it does show the entire conversation that's been happened between the requester and the Agents if there is a virtual agent that you've been defined for any auto responses that is also captured in this text messages so this is about the demo so now let's see some of the settings and configurations that you need to activate these capabilities I'm logging as an admin here Step One is go to conversational interfaces settings page click on agent chat make sure your agent chat is active and here you have lot many other capabilities and the configurations available for today's demo I am going to talk only about transcripts one if your transcripts is off make this on that lets the download button visible for the requester and make the requester to download a text file on his system soap and let's say if you want to provide any wait time and you don't want to provide any wait time you can also uh change this to none if you choose wait time it does show to the requester how much time it takes to assign to let an agent to in start interacting with him let's say if you define for your Q wait time one minutes or two minutes that number will show on the requester's chat window you can also change any of these messages based on your custom need now once this is done the Second Step that we need is to go to Advanced work assignment now here in advanced work assignment Define your groups like for our demo I choose agent chat group as my general chat group in which Beth angelen agent is online and I choose tech support as a ID Hub desk group in which Fred is active also make sure your groups have to be true let's say if I quickly click on A's and chat group you will see a bunch of Agents added to this group out of this path Angeline is one and the second one is you can also look all the available agents and what's the status in for now only fried and pet are available and you also need to Define for transferring to queue you need to Define your cues for the service Channel chat and make them active as I want agent chat Q as the first default chat to go so I have ordered this as the first one so that every charts goes to back from there Beth can assign to any other queues like tech support shots so these are the configurations that's required for activating transfer a chat to an agent and transfer a chat to an EQ and the downloadable transcripts with this we can open q a okay I'm looking at some of the open cushions that's available here so can you transfer to an autopilot list of questions or answers based on what the user searches for autopilot is a bunch of steps that you will group it and keep it as in a series let's say your agent wants to ask some common questions to your requester she can trigger using the quick action slash autopilot and send those questions to the requester once requester answers all those questions the control comes back to your agent and continue the interaction with the agents but the transfer to agent transfer to Q is like completely giving the control to other agents whereas I know pilot is more like in a collecting the bunch of answers for a common set of questions the other question is if the two agents assign assignment group is different does the interaction record captures the assignment group of agent who accepted the transfer queue requested uh as you will see in your work items which agent uh in a group is interacting with that particular chat interaction record thank you the next question is what is the best practice recommended approach to block certain agent cues from being selectable as a transfer destination for example we do not want itchat agents to be able to transfer a chat to an HR cues it's a very good cushion uh for out of the box we have given a generic solution for all the customers it will our agent panel will show all the active queues available in it if you want like hrq one the other option is to have them configured in separate instances if both HR and IT agents and the queues are in the same instance is thus visible in the agent chat panel for you can also customized but uh from servicenow we have not provided any customizations for the options other than the general best practice setting when the chat is closed with x foreign on work in progress in our case we need to close with button and chat okay got it uh let's say uh your uh General agent who received a chat and assigned a chat to another trans uh another agent and she wants to come out of it and she clicks on the uh the close button on her chat window so she only comes out whereas the chat is still continuing so the status of that interaction is work in progress can we capture seconds in the live agent transcript or response agreement is 45 seconds manager should be able to track the time stamp in seconds as well uh this I need to check once again in our instance we do have an option when you set your wait time for the queues you can Define hours minutes and seconds so whichever the format that you have provided that will be visible for the requester and also in your transcripts uh the text file does has the timings in it like how many seconds and um how many minutes the agents has taken to respond to the requester foreign can you share a webinar link and that goes into detail in configuring sidebar settings such as member query quick action configuration emails connect chat used to send emails to agents Etc uh I did an interaction uh sidebar Academy in December last year you will find this Academy in our YouTube channels in conversational interface academies uh you will also find the list of all our uh com I mean completed academies in our communities the last info is I'm going to uh do another Academy session how a manager helps his or her agents and how he monitors the agent's performance so that followed by a manager dashboard so please watch out for that academy uh uh invites thank you for joining