Incident Integration
An incident is automatically created by the virtual agent and assigned to the support agent before the support agent begins chatting with a self service user. The incident is closed automatically when the agent closes the chat session. This ensures that chat sessions map to incidents within the ITIL framework.
Assignment Engine
When incidents are handle via phone, ACD systems route them appropriately based on the issue. An incident handled via chat requires the same kind of routing capability. Since VCR is Remedy-based, it leverages the existing Remedy workflow to route the chat session to the appropriate individual or group.
Service Request
If a user needs to order a new blackberry, the virtual agent has the intelligence to know that the user requires a service request and delivers the appropriate service request item ready to execute. A live chat agent can also send the correct service request item.
Knowledge
Remedy Knowledge Management is tightly integrated so that the virtual agent or live agents can send knowledge base articles to self service users to solve problems and answer questions. Additional knowledge sources can be easily integrated as well.
Agent to Agent Transfer
Chat sessions can easily be re-assigned or transferred between agents and queues.
Remote Control
Any remote control tool can be integrated to the Support Agent Console to enable a support agent to take control of a user’s machine to expedite resolution.
Analytics
Monitoring and reporting is critical to efficient management of the chat traffic. Managers have consoles with real-time statistics and the ability to take appropriate action right from the console. VCR can also utilizes existing Remedy metrics to create combined reports.
Group Chat Rooms
Subject Matter Experts can be quickly alerted and accessed by chat agents to get immediate access to more advanced solution information and reduce escalations. This knowledge can then be automatically taught to the virtual agent, improving self service success.
