welcome to today's conversational interface Academy session good morning good afternoon good evening for the folks who are joining from different time zones before starting the session I want to touch base onto our additional resources we have our community forums available for virtual agent and nlu and a separate Forum available for agent chat AWA and sidebar um please do take a look there's a lot of customers posting their questions there might be some common questions or common issues that you might be facing and I also thank you um people who have contributed to our community answering some of the customer questions and giving us the feedbacks for any articles or any blogs that's been posted in our compute Community thank you so much again all our Academy sessions are recorded and posted into our YouTube Channel please do subscribe our conversational Independence Academy if you have missed any session you can always go back to the playlist and uh watch those sessions today's session so after today's session I'll also be posting the recording into the YouTube if there is any additional resources like any links to any Community articles or or product documentation you will see that under the description in our YouTube channel foreign right so today's topic is how managers help their agents and monitor works so myself product management I manage agent chat sidebar connect products viraksha he has joined today to talk about Workforce optimization which is an advanced feature for managers where they can go look their agents performance and help them guide them train them and Coach them he will be providing all those details and he's part of our product management team for customer and Industry workflows here is today's agenda today's agenda covers two topics so I'm going to cover um how many agent gets help from the manager which is our agent whisper feature so manager helping agents privately or publicly both or belongs to agent whisper so when you search our service note documentations you can search with uh with the keyword agent whisker find the information for the manager helping privately and publicly after the use cases I'll be showing an exercise how an agent gets the help so once it is done I'll be handing over to virag who will be uh talking about the workforce optimization and the manager workspace capabilities and he'll also show a quick demo covering two important features like channels and teams which is very useful for the managers to understand their team's performance and then if you have any questions during our talk on demo feel free to post it in our q a I have my teams who will be at right will try to answer your questions but at the very end of the session we'll be leaving like five minutes for the Q a I'll be going through all the questions that you have posted in the Q a and try to respond with that said let's get into the topic let's say like how an agent gets an help from the private chat if there is any requester who has some issue with his software license and he needs some help to get it reset now he uh started his chat and then our advanced work assignment looked for the available live agent back and the chat is being assigned to her now Beth is looking uh into the chat that she received from Abel let's see for our use case that is new or she is in the general uh live chat agent who wants to chat with her manager before she responds to Abel or maybe she doesn't have the right information so with that she can look for the quick action slash help and start a private chat with the manager asking him for the help so then manager says okay this is a known issue ask the customer to raise a ticket let the let the ticket go to the support team and support team help him fixing the issue on his side so with the private chat it helps the it helps the agents to perform well and also get the help from the manager and there's a seamless experience for the requester while agent is chatting with the manager so the chat that's happening between live agent and the manager is not visible to the requester in his chat window and also using the chat uh private chat capability let's say the agent wants to write some summary in her chat window she can also post the summary of the chat or any notes in her chat window this information is not visible to the requester but let's say for manager if he wants to look into those informations he can always go back and look at the private and help and guide the agents and even the agent if they want to come back and revisit what they have written the summary they can also look into those private chat notes and understand the summary details now with that let's get into the next scenario like how an agent initiate a public chart with a manager let's say the same requester and this time his issue is not resolved and he likes to connect with the supervisor and want to escalate and get in uh help as soon as possible the same way or our intelligent routing advanced work assignment has assigned the chat to the available live agent let's say again here Beth is our available live agent now she's trying to connect the manager and bring him into the chat conversation with requester here she used a quick action slash help and start a public chat with the manager now the manager looks into the conversations and understands Beth is trying to add him to interact with the requester able now he directly chat with Abel saying that hey I'm the supervisor I understand your frustration let me try to help you with alternate options so in this case requester will see both bets and managers chat in his chat window so this makes the requester feel good that there isn't a supervisor who join into the chat and providing an additional help so the outcomes for this is it resolves a frustrated customers issues faster involving many uh involving and managing manager into the chat it improves the agent's efficiency let's say if it is a new agent and trying to get and how the manager can also help and Coach them so end user will have the visibility how the agent and the manager are chatting within the chat to resolve his issue now on the manager side let's say the manager is in his own workspace now for the example I have used a CSM configurable workspaces there are two options available for the manager so one is you can stay in his workspace agent workspace and have the help requested option available in his menu whenever any agent requests for the help those interactions will come into the help requested list and manager can click on it and decide to join into those calls of let's see if the manager is not part of the agent workspace and he lives in his own manager workspace that's where the workforce optimization come into the picture which viral will be covering after my demo now for the for this demo I'm keeping that manager in his agent workspace so if you want any of your user to become in a manager for the agent group you have to do uh two steps so one is configure your agent chat groups and Define who is the manager for those groups and the second thing is if you want your user to see the Hulk requested blessed in his agent workspace a role is required which is AWA underscore manager without this role manager cannot see the help requested list in his agent workspace now with that said let's jump into the uh exercise for the sake of our demo so I'm going to use uh three users able is my requester or an end user who has an issue on trying to connect with the live agent Beth angelen is the live agent and Fred is a manager so an open Agent able instance and then I'm also opening beta Angeles this is her instance now here what I'm going to do is in Pat angelen I'm trying to put her into a suitable workspace and make her available online so the interactions will get into her agent inbox now on the other side I'm adding Fred who is the manager for our demo I have decided to keep him in his workspace itself so as I said if you want the manager to be in his manager workspace that's a different workspace so please be aware which workspace you're choosing if you have any questions always ask your account Executives uh to get the clear details as I have already assigned the role to Fred I see help requested here so let's uh start the chat one so on evil side he'll start the click on chat icon and he can directly look for the live agent support and if you see here on bedside she receives the request the evil says now here what Beck does as she needs some help from her manager so she will click on quick action slash help and ask I need your help so if You observe here the chat I clicked on private chat the minute you click on private chat the chat icon background color will change to Yellow this helps you to know that this particular chat is going in private now on fretside who is her manager let's look how the information will get appeared here so you can always look here there's a chat that has been open for path is uh four three now if you look in track the instance there is a chat 43 is entered into his help requested so he clicks on it and now if You observe here he is able to see what interaction has been happened between path and Beth unable and now he can decide to join publicly or privately since that is been asking in a private message and he feels there is nothing for him to require to directly interact with the end user he can choose to reply her back as a private message okay so this is one use case now I'll go back to the Second Use case and I'm going to close all these charts just for the clarity and also if You observe the minute I close the chat uh window and went back into Fred's help requested the Fred has left the private conversation so as long as he is active on the chat window he'll be active in the chat the minute he comes out of his chat window immediately he'll be pulled out of the chat now let's say on this one I'm going to start a new conversation this time Abel wants to escalate the mess issue and he is looking for the live agent again and Beth angelen receives it she at access now if you look up here now what Beth can do is he doesn't need to start a private chat so she decides to go public chat and and clicks on quick action help now if you look on Abel's requester site he is not uh seeing any of the chat the Beth has posted uh send in her chat window because the Fred has not had decided to join into this one let's say in his give me one minute okay so now if you look in Fred's side he's able to see the chat interaction here he clicks on it and then when he clicks on join the conversation if you see here immediately there is a mess notification being displayed in Beth's chat Fred Larry has joined and the same message has been shown in the requester site as well no requester knows that thread is has joined the chat and he's going to help him thank you and now on the requester side if you see thread is able to see the backs and sorry Abel is able to see Beth angelens and Fred messages in his chat window so this is how the private and public messages works now I want to show one more thing if we go on to the bed side let's say the pet decides that hey I need a note here like she can add some note no requested side he don't look that private message but Fred can see that private message so the advantage of this one is let's say after this conversation the manager is going to look at all the transcripts within agents that he can quickly look into all these colored ones and understand what communication privately happened and how he helped and how bad is getting trained now with that said I also want to uh talk about downloadable transcripts if you are activated the downloadable transcripts for private and public charge there will be two transcripts will get downloaded one for the requester which doesn't show any of the private messages in it and the other one for the agents which will show the entire chat whether it can be a public on private one and whomever she is inviting uh with her private chat let's say if the Fred is a manager or if there is multiple managers the multiple managers are chatting all that information will get stored into the uh transcript now with that I want to show what do you need on the admin side so just give me one minute I have to re-login in my instance now here go to your users and make sure your user has AWA underscore manager assigned to him if not uh click on edit and you can look for the role and can have them attached but uh in this case I have already added aw underscore manager so that's why it's not coming under the collection tab but if you have not done it will show here and then just add it into uh into the role list now I quickly want to show another one on the Fred side how Workforce optimization workspace looks like on hand let's say in this case I'm not using any of the configurable workspaces here so directly we can go to manage your workspace now to get the manager workspace this is where we need the workforce optimization so now I'm going to stop my um my topic I'm going to hand over to you without okay yeah so um like some of the already introduce myself I am a product manager in customer and Industry workflows and I've been double lock manager for Workforce optimization for customer service but this is a plugin which is available with uh itsm and idsm and CSM as of Tokyo and in Utah it is getting added to hrsd and field service management as well uh it is part of the Enterprise uh tire and the capabilities that we have here are basically like everything to do with uh Channel management team performance um scheduling forecasting and coaching uh and uh today I'm going to focus on uh the agenda of today's topic which is how this product can help uh managers effectively manage their teams uh and monitor charts and help them make progress uh on the work that they are doing and accordingly I'll kind of quickly show your demo and get you introduced to this product with reference to channel management and team performance uh we'll not talk about other capabilities that this particular product has so can you can you move forward so it has Channel management scheduling forecasting team performance coaching [Music] um and so on and it needs Enterprise license can you go to the next slide as well and it is uh okay so I'll just kind of quickly share my screen and take it from here so so what I'm going to show quickly is the manager workspace uh this is where most of the experiences get delivered all of these are different tabs and now um navigating to the manager workspace you see like a landing page but then we focus on channel management capabilities so the capabilities here are uh this is a Persona Amy Jones she is currently managing these three teams and all the work that these three teams are doing right now are only channel uh so these three teams are doing work on phone chat and email cases so you can get a unified view of all the queued work all the queues all agents that Amy cares about or any mes monitoring and there is a navigation model to it as well so as in if she wants to kind of filter it and say like let me just focus on service support team for now she can do that and the queues and agents of service support will get filtered all the work which is happening here is also getting filtered on these cards it's a quick snapshot of what are the most important kpis that are tracked on every channel like active chats average hundred time agents available right now result charts today abundant charts and so on and these are various queues across all channels she can choose to navigate into a channel specific view here additionally she can also see all the active interactions which are happening between her teeth members and customers so she can see that there are 10 active chats and these are the active chats that she can see here and uh let's say she wants to see uh this active chat which is happening between agent will makina and open for those Wyndham from the portal she can immediately go from manager workspace and start monitoring the start conversation and she can like whisper uh help or just silently observe this chat so this is something that we already saw today so I'll just go back to the chat uh one rattling part and here what you will see is that there is some cute work which is pending in which is not which has not got assigned to any of the agents right now so I think it's timed out so let me generate one more chat so let's say um this is a portal chat from here there's a customer who comes and wants to start a chat and this is getting routed and this should essentially get routed through um through advanced work assignment but it is not getting routed because uh uh because of Agents not getting available and so on so then it will appear in the queued work as an interaction so let's see okay so this filter is stopping it so let me clear the filter and see the cute work across all teams so I see this queued work which is a cute chat which is not getting assigned to agents because the agents might be busy so from here she could click on manual allocation so here she can see a view of all the agents who are available currently and who have capacity uh and if there are skill requirements then you can see how many skills are matching if they are in shifts then you can see like how many hours are remaining in the shift right now and which assignment groups they belong to so from here uh like manager can assign this to an agent and uh and then this gets allocated to an agent and the agent can start interacting on the chart so there is a manual allocation experience from manager workspace that can be leveraged and this again is spending except so Newton Steward has to ex to accept this chart before he or she can start working on it so on the agent workspace side let's say this is Gina she is she is currently busy and that's why she was not showing up so she can make herself as available and let's try to see if we can connect this particular chat with Gina from manager workspace so in manager workspace essentially uh like this uh all the acute work uh manager has the control of who gets this so let's say Newton is not accepting it so now uh this can be located to Gina as well so now manager is pushing it to Gina Gina on the agent workspace side gets this notification saying that this chat has been allocated to you by Amy Jones so even if she is like above capacity she gets this notification and a nudge that this has been manually manually pushed to you so you can accept it and start working on it so this is the manual allocation capability that you have on manager workspace there is one more capability that I wanted to quickly show you was uh like you get to see the status of all the queues in terms of how many work items are waiting what is the average waiting time uh average utilization service level this all this is configurable at the queue level and you can see this in this view all these kpis are down enabled as well um and then you can also see the agents mapped to this uh chat Channel and they're actually live present States um so Wilma Gina and all these agents are available and you could manage your code also kind of code and change the present state by selecting multiple agents or one agent at a time and let's say Wilma is set to available but a manager is seeing that she she is not on a desk so then she can select Wilma and see that she's available but then she could put her to busy this is a very common scenario uh when when you have agents who are not responding so this is uh these are some of the capabilities that you can get from Channel Management in um in Workforce optimization and I want to quickly kind of go to another set of capabilities which we call as team Performance Management so here under team Performance Management you can set kpis of different teams uh on different types of works that work that they are doing so for these teams the kpis are case based uh for operations teams the kpis are sales uh chat chat based like charts handled abundant chats schedule appearance and so on um and this is at a team level and it is basically like you can select a date to see the team performance between 1st January to 31st of January and these numbers will show you the exact uh performance of this overall team and you can also drill down and see like how each and individual agent in this team contributed to these kpis in this time window of January and you can see that you can see who are performing not good versus who are the Star performers and so on on various parameters that are completely configurable and you can even drill down to agent 360 agent performance view for this particular period which you are selected which can actually be changed and here you see uh the kpis of like current work like how much work she is holding right now like how many active chats she is managing how many Active cases from here you can go and monitor it for a specific agent as well and you can see the historical kpi from uh from this date to this date 21st January to 20th of February for uh Gina Hershey performs so you could have like more informed conversation about a performance uh you could also influence uh the capacity and capacity utilization on various chats which is an which is completely built on top of advanced work assignment and you could also see a split of presence history for today in terms of like she was available for 22 minutes and 16 minutes she was busy upcoming time off so would you training and skills so in a nutshell there is a lot of capability in Workforce optimization I've just touched upon a few which are relevant to the topic today and uh with this I'll just kind of hand it over back to Sam and we'll be happy to answer questions on chat and Q a I'll be like do you want to touch base what uh our customers need to get the workforce optimization with respect to CSM itsm yeah so like I said uh in the beginning like these applications are available in the store app um and uh the entitlement of this so you can you could try this application on your instance but you are entitled to use it uh only if you uh get to the Enterprise license uh and it is bundled with like industry vertical Solutions also that we sell and uh till Tokyo it is available with CSM and itsm products uh but with Utah it is available with HR and field service as well so the best way to kind of get your hands onto these cool capabilities for managers especially built for the managers for process owners and Business Leaders I would recommend that you talk to your account executor or account team that you are engaged with to get more details about this so with that we'll um will have like 10 5 minutes for our q a I do see uh how people have posted in the chats and my our team has responded if any unanswered questions please do Post in Q a it's easy for me to go through and respond so there's a question from Anonymous attendee is it possible to place a timer on each multi-chat I think Peter this is uh this is a quotient for Workforce optimization do you want to take this question um yeah I not completely get it like uh each chat is timed uh and we we do kind of stamp the duration of the chat once the chat interaction is closed but I think the question is more like can we see the timer for the agent to see like how the chat is so yes that should be possible um if the timer field is not available uh it will require some bit of configuration there's another question from Ryan want to confirm from the demo and documentation what role is required to view current agent present State States what role is required to change an agent State uh so ran there is two things so if you are focusing on agent workspace so you do have AWA advanced work assignment where you can Define your agents present status and if you want to add anything more than available offline or anything you can always have those configured in advanced work assignment now for the second one if you are asking this question towards a Workforce optimization where virag has showed uh like in the teams how the agent presence is being changed by the manager and reset to I mean change to another presence so without do you want to answer that just to yeah so uh the the capability to change the agent present State uh should be tied to a specific manager role as well I think it's aw manager but I'll have to double check on that I don't know how to guess right now uh but yes that capability to change the agent presence uh is currently bundled with the channel management module in Workforce optimization uh that's what the documentation will say but is there a specific role which will allow you to do it from the list view um I am not 100 sure on that thank you the last question so the agent can better manage the queue we need some more details on this one uh are you mentioning this towards the workforce optimization or is it towards the agent workspace where we Define our cues in advance work assignment so I'll jump into the next question can a chat be presented to multiple agents at once and then drop off or disappear from the view of others once accepted by Any Given agent So within our agent uh workspace we don't uh have this capability assigning the same chat to multiple agents so with that said uh thanks for joining today's session if you have any more questions you can always go to our communities and ask any of the questions and we do have our FAQs and some of the useful articles and documentations so please do take a look at uh at it and you can always reply or comment to those asking any of your questions thank you