Escalate AI Chats With Multi-Level Support
Escalate Agent Chat Service Tier
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 pipeline 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 pipeline 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 to 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
Incoming User Experience
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 transferred to. Metadata also shows this with some additional details:
Reports
We have associated reports that are added when the escalation feature is enabled allowing for easy tracking of escalated chat sessions.
Level 1 Escalated Chats
Level 1 Chats Handled vs Escalated Over Time
Level 1 Chats Handled vs Escalated by Agent