Clarity Service Management

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Support Automation query

  • 1.  Support Automation query

    Posted 10-18-2018 06:34 AM

    Hi Team

     

    We have configured Support Automation feature in our servicedesk and we have few concerns on it

     

    1. When an end user create Live Chat , The Analyst Role User is not able to see any queue in Support Automation tab. but admin user can see queues

     

    2.When Analyst request for session , end user notified by popup msg but not for Analyst. Popup msg should be for Analyst also.How can enable it?

     

    3.Multiple end users launch support automation request. How can Analyst know which  session assigned to him?



  • 2.  Re: Support Automation query

    Posted 10-18-2018 11:41 AM

    1. When an end user create Live Chat , The Analyst Role User is not able to see any queue in Support Automation tab. but admin user can see queues ---

     

    The queues that an analyst can see is dictated by their Support Automation Access Level. Can you view the Role details, and determine what Support Automation Access Level is assigned to them? If there are none, you can assign the default "Analyst".

     

    2.When Analyst request for session , end user notified by popup msg but not for Analyst. Popup msg should be for Analyst also.How can enable it?

     

    There is currently no method for alerting an analyst of an incoming session aside from email notification. An Idea exists to have this enhanced:

     

    Support Automation on-screen popup notification of customer in "Live Chat" queue 

     

     

     

    3.Multiple end users launch support automation request. How can Analyst know which  session assigned to him?

     

    I'm not completely sure I understand what you mean. Can you please provide more details on this scenario?



  • 3.  Re: Support Automation query

    Posted 10-18-2018 01:00 PM

    Hi Alex

     

    see below, access already defined to analyst. pls help where to check more

     

     

     

    Elaborating point 3:

     We have multiple different teams end users in sdm. 

     

    when Contact center team End user request for live chat and also other team IT Helpdesk end user also request for live chat....then the admin user can see the queue 'users on hold' --> 2 in support automation tab. once the user click on live assistance button , SA tool open and the he can chat. My question is that will it be same to the Analyst role also? because Analyst should only see his concern live chat request and not all queue...



  • 4.  Re: Support Automation query

    Posted 10-18-2018 01:12 PM

    From the Support Automation Analyst Role, if you go to "Support Automation" tab, what displays?

     

    Also to be honest, I'm still not sure I understand the other concern. Perhaps some screenshots could help?



  • 5.  Re: Support Automation query

    Posted 10-18-2018 03:20 PM

    Hi ALex

     

    see the screenshot for support automation tab

     



  • 6.  Re: Support Automation query

    Posted 10-19-2018 10:10 AM

    Aamir,

     

    Does the Administrator role have a different Support Automation Access level other than "Analyst"?