What is a team?

A team is a group of agents who are trained to handle user queries related to a specific topic. The team can be divided based on the subject matter/location of a user/expertise of agents. The logic for team routing can be defined as per the business requirement.

How to create a team?

Navigate to Teams section of Smart Agent Chat tool to create a new Team.

1 - Provide a Team name

The team name is used for internal purpose for the Team Leaders & Agents. A user will never be able to see the team name on the chat window.

2 - Select Team Owner (Client)

Select the Account(Client) to which the team belongs.

3 - Click on Save

Now your Team has been created. You can select this Team as the Default Team in the Business Manager.

How to Manage Agents of a Team?

In the Manage Agents section of Team, you can -

1. Add agents
2. Remove agents
3. View no. of queues, active, waiting for user chats
4. Set chat concurrency
5. View agent status
6. View agent chats

Add/Remove Agents

In the Manage Agents section, click on Add Agents button to add agents in the team.

Once the agent accounts have been created on the Haptik Platform, you can search for their username and add them in the team by clicking on the green tick icon.

Remove an agent from the Team -

To remove the agent from the Team, you can click on the delete icon, as shown below -

View no. of queues, active, waiting for user chats

You can check the current chats in different states which have been to the agents, once the agents start to receive the chats.

Set chat concurrency

You can set the chat concurrency for the agents i.e., the number of chats an agent will recieve at a particular moment. If an agent named gogo has a concurrency set at 3, then gogo will be responsible to handle 3 different user chats at a given moment of time.

The chat concurrency ranges from 1 to 5 and 3 is the default chat concurrency.

View agent status

You can check if the agents are online or offline from the same section.

View agent chats

To see the chats handled by a particular agent, you can click on the View Chats button, this will redirect you to Chats tab in the Teams section.

Change Team Settings

Go to the Settings section in Teams to reach the General Settings and turn the Active toggle on to configure the settings present in this tab. The main panel contains the following settings.

• The Team Name and Team Owner are pre-filled and non-editable but you can edit the Team Description field.
• The Chat Settings section help you Select Chat Assignment Method.
  

The panel to the right consists of five major settings as below.

1. Select a language

If you have multilingual IVA, you can first select the language from the dropdown to configure the following messages.

2. TEAM OFFLINE MESSAGE SETTINGS

If a team status id is defined as offline, the team should configure it. When users send a message and all agents have logged out, you can setup a default message for the end user. For example, this message could say "Sorry, no agents are available at the moment. We will respond to you as soon an agent is online".

This message will come when none of the agents assigned to that business is Online. This is also customizable and also we can adjust whether we want to complete the chat in this case or not.

There is a toggle of Marking Chat as complete. This means -

• If the Toggle is ON, i.e Green colour - All the chats will be completed when agents are Offline.

• If the Toggle is OFF, i.e Red colour - All the chats will remain in Pending/Queued State when agents are Offline.

3. TEAM DELAY MESSAGE SETTINGS

Similar to the Team Offline message, you can configure the delay message that is sent to users with a set delay time. This message will be sent to the user when all agents are busy will other chats. This is customizable and we can adjust the time after which this message will be sent.

4. USER RECALL MESSAGE SETTINGS

Similar to the Delay message, you can configure the recall message to get the user back in the conversation. This message is sent once the chat has started with the agent but the user has stopped replying in between to the Agent. The time can be configured between 0s to 8m.

5. QUEUE WAITING MESSAGE SETTINGS

Queue Position and Average Queue Time are the two key settings here that can be used to provide more accurate ETA. Queue position would be dynamically updated as the user moves ahead in the queue and average queue time is updated every hour except the first hour of the day.

The settings are kept in the similar format and these variables needs to be added in the the messages in the two buckets.

• When there are less than 6 users in the queue
• When there are 6 or more than 6 users in the queue

Customize Sending Patterns: This section lets you customize the waiting messages’ sending pattern with the help of properties given, like sending the message right away or sending it sometime later. It also lets you set the frequency of the message to be sent. 

Customize [queue_position]: This section lets you customize the message to be sent informing them about the queue position in the line. It lets you Cap the count, or display the reduced position, as can be seen below. For example say after more than 10 positions, you do not want to show the exact position that may lead users to drop off. So, you can add 10+ in text i.e. for positions more than 10, it would be shown as 10+.

Customize [avg_queue_time]: Similar to above, you can customize the average queue time to be sent to the user by capping the value or rounding off the time as per your requirement. 

If the average queue time exceeds 3 mins, instead of that you can send in a few mins so that users do not drop because of high queue time.

After making all the adjustments, don't forget to Save all the changes you have done. The feature is in Beta state and would be available for everyone soon.