Did you know about the chat configuration for HR Case Management?
Agents can use the chat channel to:
- Communicate immediately and directly with employees
- Request additional details about the employee's query
- Allow employees to clarify their questions
- Add an additional agent to the chat session to minimize hand-offs to other parties
- Resolve employees' queries efficiently
- Close cases quickly
Chat is available only to service users with the ServiceRep or ServiceMgr roles.
Configuring Chat Channel Messaging
CMsetup administrators configure the chat channel feature's details throughout the application including those for locales when multiple languages are used.
After your organization has implemented chat, CMsetup administrators can configure the standard messages viewed by users in specific situations such as:
- When a chat request is received
- When the employee or agent is typing
For systems that use multiple languages, the CMsetup administrator must also configure the translations for locale messages.
These message settings are contained in the chat channel configurable lists.
About Chat Channel Configurable Lists
Chat channel messaging settings apply to a variety of specific situations such as:
- Acceptance
- Last Received
- Offer
- Request Received
- Session Ended
Note:
The configurable items for the chat channel are limited to those that appear in Configurable Lists > Chat Channel.
Accessing the Chat Channel Configurable Lists
1. Log into the portal as a CMsetup administrator user.
2. Open Case Management Admin.
3. Click Configurable Lists.
4. Click Chat Channel.
5. The list of situation types appears. Click on one.
6. The situation's Properties panel appears on the right. Click in the Text field to edit the situation's message.
7. Click Update.
Establishing an Admin Group
CMsetup administrators must establish a service group as an admin group.
Only ServiceAdmins should be members of an admin group.
Admin group members:
- Do not accept chats
- Are not assigned to cases
- Provide administrators visibility to cases with specific topics to which the service group is assigned in the Routing Manager
Procedure
1. Log into the portal as a CMsetup administrator user.
2. Open Case Management Admin.
3. Click Service Groups.
4. Click the service group with the ServiceAdmin role.
5. The Service Group Details panel appears. In the menu at the top, click Chat.
6. Click the Enable Chat toggle to set it to Yes as appropriate.
7. From the Route To drop-down list, click a selection, e.g., Service Group or Agent. This setting is for routing chat alerts to all available, chat-authorized members of the service group or to an individual agent that is determined by the system to be least busy.
8. From the Chat Display Name drop-down list, click a selection, e.g., Alias or First Name. This setting display the Agent’s first name or an alias in the chat dialogue window.
9. The Alias setting is read-only. It appears if Alias was selected for the Chat Display Name setting. The default value is agent. Edit it in the Configurable Lists - Chat Channel settings.
10. The Acceptance Msg setting displays the acceptance message and is read-only. Example text appears by default. Edit its text in the Configurable Lists - Chat Channel settings.
11. Under Serving Chat From, set each self-service module that this service group serves to Yes.
12. Click Update.
Chat User Authorization and Settings
CMsetup administrators can:
- Give users with the ServiceMgr role access to the Manager Dashboard
- Authorize users with ServiceRep or ServiceMgr roles to chat
- Set the chat users' maximum number of concurrent chats
Procedure
1. Log into the portal as a CMsetup administrator user.
2. Open Case Management Admin.
3. Click Service Groups.
4. Click the service group with the ServiceAdmin role.
5. The Service Group Details panel appears. In the menu at the top, click Members.
6. Click Assigned.
7. Double-click a user name.
8. In the Designated Manager column, select Yes or No. A designated manager has access to the Manager Dashboard. This setting is only available only for users with the ServiceMgr role.
9. In the Chat Authorized column, select Yes or No. This setting authorizes the user to chat. Chat is available only to users with the ServiceRep or ServiceMgr roles.
10. In the Chat Limit column, select the maximum number of chats in which the user can be engaged simultaneously.
11. Click Update.
Configuring Chat Settings
When chat is enabled, self-service employees who submit new cases can interact with agents in a chat format.
Chat can be implemented for any combination of self-service modules.
CMsetup administrators can:
- Configure a chat notification sound
- Set the maximum time that an employee who is requesting a chat can wait for an agent to accept the request before the session times out
- Configure the Chat Wrap-Up Timer. Organizations can define how long agents can place their chat availability on hold. This feature is useful for agents who prefer to remain unavailable while they accept additional chats and complete their work to resolve cases.
Wrap-Up Timer Details
- A wrap-up time limit can be set for the application. This limit applies to each chat session and with each agent.
- Agents can add wrap-up time to their individual chats above the number of minutes that is set at the application level.
- Wrap-up time added to multiple active chats is not concurrent. For example, when an agent adds five minutes to each of three chats, the agent is unavailable for 15 minutes.
- If an agent is ready to accept new chats before the wrap-up timer expires, the agent can advance the timer to 0 (zero) and immediately become available.
Procedure
1. Log into the portal as a CMsetup administrator user.
2. Open Case Management Admin.
3 Click Application Settings.
4. On the Applications page, under Chat, if service groups and members have been configured for Chat, click the Chat Channel toggle set it to On.
5. To enable users to initiate chats from the Ask HR module, click on the Ad Hoc toggle to set it to On. The Chat Channel setting must also be set to On in order to do so.
6. From the Sound drop-down list, make a section. Click the speaker icon to sample it. This sound alerts agents when a new chat request arrives. When an agent is engaged in chat sessions with multiple employees, the top-most window hides all others. When an employee in a chat in any hidden window sends a message to the agent, the sound is triggered. When the employee in the top-most window sends a message, no sound is triggered. Individual agents can choose and disable chat sounds.
7. In the Chat Timeout (Sec) field, enter the number of seconds that an employee requesting chat can wait for an agent to accept the request before the session times out. The minimum is 10 seconds.
8. Click on the Wrap Up Timer to set it to Yes and activate the feature.
9. In the Default Time (Min) field, specify the wrap up time that starts when a case is closed. This setting applies to all service center users.
10. In the Maximum Time (Min) field, specify the maximum time that a service center user can add to the default wrap up time any time a case is closed.
11. Click Update.
Enabling Chat (for Agents)
1. Log into the portal as a CMsetup administrator user.
2. Open Case Management Admin.
3. Open Application Settings.
4. Locate the Chat Section.
5. Set the switch control for Chat Channel to On.
6. Set the switch control for Multi-Agent Chats to On.
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
