Agent Chat & Advanced Work Assignment(AWA) Complete Workshop

[Samyuktha Reddy]

Please click below link to find end to end workshop session on Agent Chat and Advanced Work Assignment(AWA).

Do subscribe the link to get notified when new videos posted in this playlist.

Agent Chat & AWA Workshop Youtube Playlist Link

Topics covered in the above workshop:

Agent Chat Topics:​

• Overview of Agent Chat/Workspace  and Demo​
• Quick Actions ​
• Transfers  to Queues / Agents​
• Response Templates ​​
• Pre/Post Chat Survey  and Demo​​
• Agent Whisper and Demo​​
• Dynamic Translation​ and Demo ​​
• Emoji/Configurable Toolbar ​
• Agent Autopilot and Demo​

 AWA Topics:​​

• Basic functionality for Routing and Assignment and Demo
• Use Context Variables for Routing  ​
• Virtual Agent Considerations ​
• Bypassing VA​
• Live Agent Available Topic Block​
• Agent Affinity ​
• Shift Based Assignment ​​​
• External Routing  ​
• Messaging Channels  ​
• Demo of SMS Service Channel ​
• AWA Dashboards ​
• Performance Management ​
• Operations Dashboard ​
• Workforce Optimization – Channel Management ​​
• Interaction Wrap-Up

Thanks,

Samyuktha Reddy

[avuppala]

@Samyuktha Reddy 

Thank you for this. I have a question. Do we have any dashboard that is made available to track the monitor things like incoming work items, agent availability, etc?

[Eliza]

Hi @avuppala,

We have a number of dashboards available for Advanced Work Assignment - you can view an overview of them in the video here.

Additionally, you can view the product documentation for these dashboards here.