Did you know that you can add an additional agent to an existing chat session in Case Management?
With the Multi-Agent configuration, agents can add another agent to an active chat session.
This strategy minimizes hand-offs to other parties when a solution lies beyond an agent's knowledge or skill set. Instead, multiple parties with a variety of expertise can address employees' queries simultaneously, resolve the issue quickly, and close the case in a timely manner.
When agents need to transfer an employee's case to another agent, the Multi-Agent feature allows them to convey case details in chat with the recipient before re-engaging the employee.
Employees can also engage multiple agents as needed, which is especially useful for complex troubleshooting.
Procedure for Agents
Step 1
- Login as an Admin user.
- Open Case Management Admin.
- Open Application Settings.
- Locate the Chat Section.
- Set the switch control for Multi-Agent Chats to On.
Step 2
- As an agent with an open chat, when the configuration for Multi-Agent Chat = On, the chat menu will display the Add Agent button.
- Click on the Add Agent button.
Step 3
- The Add Agent pop-up list of all available agents who are members of the Tier 1-Tier 3 Service Groups for the case's topic appears.
- Use the search field to locate an agent in search field or sort the list of agents.
- Select an agent. (Only one additional agent can be added at a time.)
- Click Add.
Step 4
- After clicking Add, the chat request is sent to the second agent.
- The header on the chat slide out will read as “Request To Join A Chat.”
- The new header tells the agent this chat is coming from an agent and not an employee.
- As with chat requests that employees submit, the agent can accept, reject, or let the request timeout.
Step 5
- If the additional agent accepts the chat request, a message will display in the chat window to inform the initial agent and employee that an agent was added to the chat.
- If the request to the additional agent is rejected or times out, messages regarding the status of the request will appear in the original agent's view.
- Employees will not see these messages.
Step 6
- The chat will remain open/active as long as there are two people in the chat.
- Once all participants have ended the chat, the chat dialogue will be attached to the Employee Case and Agent Case in the Notes and Attachments section.
For questions or more information, contact your HRSD Customer Success Manager.
