How to use pipeline action: Connect To Agent With Escalation

The connect to agent with escalation feature allows agent users to transfer chats to other pipeline stages/agent lists allowing for multi-level support. This feature is helpful for service desks with groups of agents that support specific categories of support queries such as HR or App Support.

Connect To Agent With Escalation Features

Ensure the following feature is enabled:

ChimeV5.Pipeline.ConnectToAgentWithEscalation

Pipeline Configuration

Key: ID of the pipeline item
Next Stage: ID of the piepline item to invoke if the chat was connected to an agent. Leave blank to end chat
Drop Stage: ID of the pipeline item to invoke if the chat was ended before connecting to an agent. Leave blank to end chat
Maximum Wait Time: Number of seconds that a chat can wait without being connected to an agent before timing out
On Waiting Timeout Next Stage: ID of the next piepline item to invoke if the chat is not routed to an agent before the max waiting time
Still Searching for Agent Message Interval: Number of seconds between sending the still searching for agent message
Agent Accept Timeout: Number of seconds before a prompt to an agent to accept a chat expires
Routing Mode: Method that will be used to select agents to route to (Broadcast Routing or Round-Robin Hunt Routing)
Agent List: The list of agents that will be routed to and prompted
Escalation Options: Options for escalating the chat ot another pipeline stage or agent list

Adaptive Card Messages:

Guest Initial Waiting Message: Message sent to the guest when starting to search for an agent
Still Searching for Agent Message: Message sent to the guest periodically when still searching for an agent
Guest Connected to Agent: Message sent to the guest when they are connected to an agent
Agent Connect to Guest: Message sent to the agent when they are connected to the guest
Agent Left Chat: Message sent to the guest when the agent levaes the chat
Guest Left Chat: Message sent to the agent when the guest leaves the chat
Guest Escalated Message: Message sent to the guest when they are escalated to another agent or agent list

Agent Experience

Agents can escalate a chat by selecting the esclate button or inputting /escalate. Agents are then prompted with escalation options and upon selection are disconnected from the chat.

Seeker Experience

Incoming users after being escalated are notified in chat and start to route for a new agent to talk to.

Metadata & Flow

When the chat session has ended the metadata and flow tab are both populated. The flow tab shows when the agent escalated the chat and to which pipeline stage/agent list they transfered to. Metadata also shows this with some additional details: