Migrate from Connect Support to Advanced Work Assignment and Workspace Agent Chat

Hi, 

Is it possible to initiate chat in Connect interface on the portal and open up in the Agent Workspace for the agents?

Thanks

Hi Tarun,

Under Collaboration > Chat Setup there are Fulfiller UI options for either Connect Support or Agent Workspace which is illustrated in the screenshot below. Here's a link to our product documentation for more information.

* Note: The Connect Support Fulfiller UI option will only be available to customers who have already activated the Connect Support plugin prior to upgrading to Paris. If customers are on Paris but haven’t activated Connect Support, they will no longer have this option as the plugin has moved into a development only state.

@Samantha.Santo - Thanks for your response. I am aware of setting the Fulfiller UI in Chat Setup record but it doesn't satisfy the use case I have. In our instance, Connect chat is already activated and being used by employees to chat with the agents. With implementation of Agent Workspace, we don't want to change the employee experience, i.e., we would like the employees to still initiate the chat in the same (Connect) interface on the portal but in the backend that chat should pop up in Agent Workspace. Do you know of a way of making that work?

As far as I know, the chat needs to be initiated in Virtual Agent interface in the portal for it to pop up in the Agent Workspace for the agent in the backend.

Regards,

Tarun

@Tarun Gupta Detailed information on how to setup Service Portal Agent Chat Configurations is provided on our product documentation site here.

Hi,
I haven't played with this much but I have a few suggestions for you.

A. If you only want the Virtual Agent icon to route the users to a live agent chat and you don't want to use the virtual agent for anything else on a specific page you could:

1. Create a virtual agent topic that does not ask any questions etc but just routes the user straight to a live agent chat (see docs for details on using virtual agent designer)
2. Once the topic is created make a note of the sys_id of the topic (this can be found in the url when you preview the topic)
3. Add the virtual agent widget to your portal page/pages as desired (see docs for details on editing portal pages)
4. Open the options schema for the individual instances of the widget (it's the pencil icon on the instance of the widget on the page when in the page designer) 
   
5. Then add the the following to the Virtual Agent Client URL Parameters field sysparm_topic=fc6eb2d12f2220107a1affecf699b682
   (replacing the sys_id in red with the topics sys_id that you created in step 1)
   
   
   
   
6. Then save the changes.

Now when clicked the Virtual Agent will directly open into the topic you created, routing your users straight to a live chat.

B. If you want to alternatively add a button similar to the link that you was previously available where by you could route users straight to a chat with a specific queue, you could add a html widget with a hyperlink to route them straight to the same topic as mentioned previous. To do this:

1. Create a virtual agent topic that does not ask any questions etc but just routes the user straight to a live agent chat (see docs for details on using virtual agent designer)
2. Once created make a note of the sys_id of the topic (this can be found in the url when you preview the topic)
3. Add a html widget to the relevant page/pages (see docs for details on editing portal pages)
4. Open the options schema of the instance of the widget on the page (as mentioned above)
5. Add a open the source code of the html and add a link to the topic like the example below (replacing the red sys_id with the sys_id of your topic). Format the link as you see fit
   
   <p><a href="$sn-va-web-client-app.do?sysparm_topic=fc6eb2d12f2220107a1affecf699b682" target="_blank"><img style="max-width: 40%; max-height: 480px;" src="unanswered-question.svg" /></a></p>
   
   
   
   this is just a very simple link with an OOTB image from the db_image library (the text in green) that, when clicked, will open the virtual agent topic in a new window (thanks to the target ="_blank"). The only down side is that the target window will be the same size as the existing browser window so will look a bit big!!!
   If you want to make the target window open in a specific size etc then you will need to employ some more advanced code in the html (I found a good reference for this here) you will also need to whitelist any advanced code elements in the html sanitizer otherwise they will get stripped out on saving the html widget.
   
   

C. You can also surface links as Content Items in the catalog, this is similar to above but places the link in amongst other catalog items (I guess this isn't your use case but might be useful for others reading this article) (see the docs for more details on Content Items)

1. Create a virtual agent topic that does not ask any questions etc but just routes the user straight to a live agent chat (see docs for details on using virtual agent designer)
2. Once created make a note of the sys_id of the topic (this can be found in the url when you preview the topic)
3. Add a Content Item to the relevant Catalog and Category choosing the type as either:

• Catalog Content and edit the html as suggested above for the html
• External Content and enter the url as below (replacing the red topic sys_id)
  
  $sn-va-web-client-app.do?sysparm_topic=fc6eb2d12f2220107a1affecf699b682
  
  FYI: the External Content type will allow you to specify that the link opens in a new tab but it does not appear to allow any advanced coding to define the target windows size etc.

One final point if you want to hit the virtual agent topic from an external source then you will need to add the full url like below (update the red text to match your needs):

https://your_instance.service-now.com/$sn-va-web-client-app.do?sysparm_topic=fc6eb2d12f2220107a1affecf699b682

Hi, 

Is it possible for Chat Agents to have visibility (not on a dashboard, but somewhere on the agent chat interface) into the chats that have been waiting the longest?

Thanks!

@stefaniesing Advanced Work Assignment dashboard for interactions has an indicator for percentage of all interaction work items that have exceeded the target wait time. There are three reports for work item age including # of interaction work items that agents have accepted in the past hour, # of interactions work items that agents have abandoned in the past hour, and average amount of time that customers have spent waiting for an agent response in the past hour.

This information is captured in our detailed documentation here.

Thank you!

You're welcome! Happy to help!

Hello,

Is there something like the Follow function available and what about UI16, any changes there too?

Thank you

Hi Andrea,

This article refers to the Connect Support product while the follow feature is apart of the Connect Chat product. The follow feature and Connect Chat will remain as is.

Thank you

This is amazing