Using chat in Agent Workspace for HR Case Management

Agent chat for Agent Workspace for HR Case Management enables you to ask questions and receive information through live or virtual agent chat.

Activation

Ensure you have activated the Agent Chat [com.glide.interaction.awa] plugin prior to using this feature. For more information on setting up chat, see Agent Workspace chat.

HR groups

Ensure that your HR agents are part of an HR group or subgroup. Having subgroups helps to ensure HR agents with the correct skills and knowledge pair up when an employee initiates a chat.

For example, an employee initiates a chat requesting information about your company's benefits. Having a benefits subgroup with agents that specialize in your company's benefits ensures the employee's chat is directed to the correct agents.

For more information about HR groups, see Manage HR Groups.

Interaction records

Agent chat automatically creates interaction records. When an employee initiates a chat with an HR agent, an Interaction case is automatically created.

Quick actions

Using quick actions, you can:

• Create an HR case.
• Show applicable response templates.
• Transfer chat to another agent.
• Transfer chat to another queue.

Virtual agent

Automating chat can enhance the employee experience by addressing queries immediately. At any time during a virtual chat, the employee can request to interact with a live HR agent.

For more information on virtual agent, see Virtual Agent for HR Service Delivery.