Virtual Agent Implementation Lab

Live Agent Chat with Agent 3.0

Workspace 65-10m

Lab Objectives
You will achieve the following objective: Enable Live Agent Chat with Agent Workspace
Scope: This lab requires you to work within the Global scope.

Scenario
Picxel’s IT Support agents already use Agent Workspace to work on incidents and requests.
However, Picxel wants to enable its employees to chat directly with agents within the same
interface.

Enable Live Agent Chat for Agent Workspace

A. Configure Advanced Work Assignment Settings

1. Navigate to Advanced Work Assignment > Service Channels.

2. Open the Chat record.

3. Scroll down and select the Queues tab. Then click on Agent Chat Queue to open the
Queue window for that record.

4. In the Agent Chat Queue window, click the Delete button. A confirmation warning
dialog will display. Confirm that you want to delete the record.

5. Back in the Queues tab of the Chat Service Channel window, click New and complete
the form as follows:
• Name: Picxel IT Support
• Short description: Live Agent Support
• Target Wait time: 00:02:00 (2 min)
• Max wait time: 00:20:00 (20 min)

6. Right-click on the form header and select Save.

7. Then, on the Assignment Eligibility tab, click New and complete the form as follows:
• Agent assignment rule: Chat – Most Capacity
• Groups: Picxel IT Support

8. Click Submit.

9. Navigate to Advanced Work Assignment > Management > Groups.

10. Click on the Picxel IT Support group record.

11. On the Roles related list tab, click Edit.

12. In the Edit Members dialog, select the awa_agent role from the Collection and click
Save.

13. In the Group window, click Update.

Lab Verification
1. Impersonate Beth Anglin.

2. Navigate to Workspace Experience > Workspaces > Agent Workspace Home.

3. The Inbox icon should be visible on the navigation bar, as shown below

4. Close the Beth Anglin Agent Workspace tabbed window.

5. Next, click on Beth Anglin and choose End Impersonation.

Congratulations on completing the lab!