Authors: Anna Sobkowiak - ServiceNow Developer, Agnieszka Milecka - Marketing Manager
Within the ServiceNow Platform ITSM, there are 2 real-time chat capabilities for agents, each with distinct functions:
Connect Support is built on the ServiceNow Connect Platform and is a real-time messaging tool. It provides assistance to end users as well as enables support agents to track their cases, find solutions and resolve problems through support tab of the Connect sidebar or in new tab in full-screen. In Paris release and beyond, Connect Support will not receive enhancements nor non-priority bug fixes, though you can continue to use it, but the recommendation is to migrate it to Agent Chat.
Introduced in the ServiceNow Madrid release, Workspace Agent is an easy-to-navigate user interface that enables to open multiple issues and tools at the same time, in a tabbed format, without going to a different screen. It includes all tools that agent needs to:
Workspace Agent improves your agent experience and is tailored to the kind of issue that the agents work on. Integrated with chat on the same page, helps easily communicate with end users from the same interface while finding, researching and resolving issues.
Through Agent Chat in Workspace Agent Chat, agents communicate with customers, create incident or case records, or transfer chats to another agent or queue. In turn end users use Live Agent widget on any portal page for chat conversations.
The list of key migration steps in implementing Workspace Agent Chat includes:
There are couple of things to consider while setting up Workspace Agent Chat:
Advanced Work Assignment (AWA) introduces a smart and automatic way of assigning work items to agents, based on their availability, capacity and skills (if defined). Agent Workspace can’t use Connect Support, therefore it’s necessary to configure new AWA queues.
The basic configuration of AWA determines:
Different service channels can be defined to request different services (chat, cases, incidents etc) and each can individually define agent capacity and utilization conditions.
A work item is a single piece of work (task or interaction) routed and assigned to an agent. Defining separate work item queues using own criteria (such as product or customer attributes), allows AWA to automatically route work items to queues based on those routing conditions. Each queue should have defined assignment groups that handle incoming work items. Additionally each queue can have separate settings:
After work items are routed to correct queue and corresponding agent group, AWA assigns items to most qualified agent based on one of work assignment rules:
Agents see their assignments and availability in their Agent Workspace Inbox. Additionally they can reject work items or set up a timer in which agent can reject or accept a particular work item. For control of the agent experience in Workspace Agent Chat, it allows to define agent presence states as well as rejection controls. AWA allows also to consider agent skills in assignment as well – this requires the installation of Skills Management plugin.
The agent can also transfer the chat work item to another agent or queue if needed. There are also response templates available for the agent to enable the sendout of reusable, quick and consistent messages to users.
The Orlando release of ServiceNow introduced 2 interesting features to Workspace Agent Chat: Agent Affinity and Idle live chats.
Agent Affinity feature allows to create additional rules for AWA queues in order to customize AWA assignment process and identify the agent best suited for a work item instead of orienting a new agent every time. Affinity rule types:
Idle live chats deliver active live chat sessions which are automatically checked every 2 minutes if a requester responded within last 3 minutes. If not, the session becomes idle and the requester gets a reminder message, asking if they are still there. If there is no response within next 3 minutes, Idle live chat automatically cancels the chat session.
The migration to Workspace Agent Chat in Agent Workspace brings an opportunity to give the agents new user experience:
However, Workspace Agent Chat is a better chat experience not only for agents but also for end users. Now they can receive more individual and dedicated support than before.
Let us know if you have specific needs that either Workspace Agent Chat or the ServiceNow Platform can answer.