Our IT Service Desk wants to utilize the Virtual Agent (VA) and Agent Chat. The questions I have for you all are as follows:
- What lessons did you learn when installing OOTB functionality for Agent Chat? Have there been improvements to the Agent chat? We are not utilizing agent chat at the moment because the application needs to be open on its own page, and the agents need to keep an eye on incoming chats since there was not a pop-up window alerting the agents. Is that option to be looked at now, or do we still need to find a way to get the window to pop up for new chats? Regarding VA, do you happen to know which one of you implemented the lite version vs. the full version? What are some things you recommend to look up before implementing the application? We want to do both, but if that is too much to take in at once, which app would you recommend installing first? When you implement VA, do you do it using your internal resources, or did you hire external help?
