virtual agent

[Manasa_116]

Hi everyone,

I have a question regarding the AWA Work Assignment & Interactions for Virtual Agent. 

When an agent is not available (i.e outside of his business hours). Is there a way to view that information in the Interactions ? Is there a column in Interactions which shows that the agent is out of his/her Business hours ?

Thankyou !!

Regards,

Manasa

[Muralidharan BS]

The interaction will not be offered to users who are away unless you have set it up that way. When the chat was offered can be found in awa_interaction_work_item table. 

[Manasa_116]

Hi Muralidharan,

Yes. But my question is more about how to identify if an agent is in or outside their business hours in the Interaction table ?

So When the Business reviews the Interaction list, they will be aware if the agent is in or out their business hours. 

Thankyou

[Lynda1]

the Business should know the support hours. There is a Live Handoff Time on the interactions and there is a Closed time stamp. We look at both because a chat will go to the queue when chat is open, gets accepted and closes after the business hours..

[Lynda1]

One should know the live chat hours that is setup in the queue settings. I know our live chat hours are 8-4 and want to know how the Virtual Agent is doing between those hours, I use this table va_view_conversation_interaction_task and this is the filter I use to get chats in the Live Chat open hours