Let us continue the omnichannel configuration for live agent transfer from PVA from the previous post.
Now lets add the PVA bot in Add bot section. Click on “Add bot”.
From the list of available bots, select the recently created bot
If the bot is not published, it gives the warning as well to publish the bot 😊
The selected bot is added to this workstream
Check the settings in Work Distribution Settings
Click on advanced settings
Under Advanced settings, we have to add the context variables
Click on the Add Context variables
It would show existing variables and click on Add new variables
As we have done the set up in PVA, when PVA bot escalates to the omnichannel live agent, it sends va_Scope parameter to the omnichannel and it would have value as “bot” showing that this conversation has been escalated by a bot. Let us create this variable so that we can use it in setting up the rules.
The variable has been created.
Now lets create a ruleset to identify the request originated from. Click on Create Ruleset
Give the name to the ruleset.
Click on create rule to create a route to queue rule
Provide name to the rule and add conditions
Select the Context item value contains data and then va_Scope does not equal to bot then route to default queue
The rule has been created
Just note that any changes in the omnichannel configuration takes 15 mins to reflect in actual working.
Now our workstream is ready and we just copy the widget script to a notepad and create html page from that script , by adding html tags to it. Save this file as “.html “
Now if we browse this html page, we can see the bot is available as soon as open the page at the right bottom of the page. similarly we can use this script anywhere in portals, apps etc.
When we click on the let’s chat, bot starts responding the user
As user asks questions, it starts answering
Now in case user wants to talk to the human agent, user types “talk” and bot understands that user wats to talk to agent and initiates the transfer to agent
In Customer service workspace , the agent gets call that says that it has been escalated from the bot.
As agent accepts the call, agent’s conversation with the user starts
Hope you have got idea about how to implement live agent escalations from PVA to Omnichannel live agent from my recent series of posts.
Lets see other ways of live agent escalations in upcoming posts.
Till then continue chatting 😊!!
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