Using chat in Agent Workspace for HR Case Management

Agent chat for Agent Workspace for HR Case Management enables you to ask questions and receive information through live or virtual agent chat.

• Activation

  Confirm that you have activated the Agent Chat [com.glide.interaction.awa] plugin before using this feature.

• HR groups

  Verify that your HR agents are part of an HR group or subgroup. Having subgroups helps to pair HR agents with the correct skills and knowledge when an employee initiates a chat.

  For example, an employee initiates a chat requesting information about your company's benefits. Having a benefits subgroup with agents that specialize in your company's benefits directs the employee's chat to the correct agents.

  For more information about HR groups, see Manage HR Groups.

• Interaction records

  Agent chat automatically creates interaction records. When an employee initiates a chat with an HR agent, an Interaction case is automatically created.

• Quick actions

  Using quick actions, you can:

  • Create an HR case.
  • Show applicable response templates.
  • Transfer chat to another agent.
  • Transfer chat to another queue.
  • Virtual agent

  Automating chat can enhance the employee experience by addressing queries immediately. At any time during a virtual chat, the employee can request to interact with a live HR agent.

  For more information on virtual agent, see Virtual Agent for HR Service Delivery.