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Chat acess for service manager agents


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Afternoon,

We are trialling live chat and have noticed that if a ticket has a source of Chat only users with a Chat role and license are able to access the original chat content

When a chat agent raises a request from a chat we don't want them to have to copy all chat content into the request to allow the new resolver to be able to have the key information.

We also cannot afford to license over 100 agents for chat on the odd chance they get a request that has chat as the source.

Can someone please help, am I missing a role that can help? I haven't been able to see anything that helps this in the documentation

 

many thanks

Andy

 

 

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Hi @AndyGilly

Unfortunately its not possible for users without a livechat license to access live chat session so the chat script will need to passed into the request when this is raised.  We will investigate if its possible to make this process occur automatically when a request is raised, and let you know when we have a solution

Thanks

Trevor H

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@AndyGilly

This requirement has been discussed internally and is currently under review.  The requirement has been penned as the ability to see a transcript of the chat in a request, even if you are not an agent of the LiveChat application.  What we envisage is an integration that would have two modes of operation, Transcript and Agent.  In the case of Agent mode (that is, where the user of ServiceManager is also a User Agent if the chat application) then the integration would effectively be an interactive chat session from right within the request its self.  Independently of that,  there would be Transcript mode, where any User Agent that has the LiveChat application could at any point raise a request from a chat, which would create a transcript (snapshot) of the chat and copy that transcript into the request, or if the chat has been updated, any Agent can push an updated chat transcript to the request.   

Unlike the Agent Mode which would be a live view on the chat its self and all of the chat related content, there would be some obvious limitations with the transcript inasmuch as it would be a textual transcript, and a snapshot at a point in time (usually when the request is created from the chat  session), any subsequent updates to the chat would not be reflected in the tickets transcript, unless an Agent pressed the Update Request Transcript option.  The transcripts would also not include embedded multimedia such as images, file attachments, videos and other such stuff that may be included in chat streams. 

Another distinct difference would be if we add features (which are not there today) which allow the conversation between the service desk ticket and the ticket originator to continue through the chat, this would only be possible by Service Manager users who are also LiveChat users, essentially this capability would be part of the "interactive" integration. 

We are finalising the requirements at the moment, but at the moment , thats the outline of what we are planning to implement/provide. 

Thanks,

Gerry

 

 

 

 

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thanks @Gerry, sounds good to me

We very much just need the original chat transcript within the service manager request, so the assignee of the request can see the service desk activities that have taken place before the need for the request to be created and allocated to a differing team

Noted the limitations in media not being part of that transaction between the two applications. I am sure the team can work around that, but it would be a great feature if images and attachments did get passed to the request. One for the backlog maybe

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@AndyGilly

Quote

Noted the limitations in media not being part of that transaction between the two applications. I am sure the team can work around that, but it would be a great feature if images and attachments did get passed to the request. One for the backlog maybe

The problem with this is, once you get into multimedia content, then you are into much more complex data structures and storage requirements, re-creating all of that in a request in Service Manager would effectively be re-creating a substantial part of the LiveChat application. Then down the line when we add, as, video chat, we will then be asked to include that, and so on.  So doing anything beyond the textual transcript is not something we are likely to do - if there is a need to have full access to the chat content in this way then we would be suggesting LiveChat agent subscriptions. 

Hope that makes sense. 

Gerry

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ok, thanks understood @Gerry

I guess i was just looking at error msgs etc that would add value to resolver whilst not asking the chat agent to have to copy and paste across to the service manager request post creating that ticket

but understand the complexity

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