Engagement Settings for Proactive Engagement
It allows you to configure and define how an end user should be engaged to self-solve the issue.
Virtual Agent and Desktop Assistant are the notification channels used to notify the user. As a fallback, an incident can be created, or the user is routed to a live agent. The following field names are displayed in the Engagement settings tab while creating a Proactive Engagement resolution from the metric rules.
| Field name | Description | Options |
|---|---|---|
| User engagement | Decide if this resolution needs end user engagement or could be executed silently when triggered. | - Engage user - Silent execution \(remedial action\) - Notification only \(self-help instructions and URL\). |
| Engagement channel | Select the channel of engagement.Note: Install com.glide.cs.chatbot to avail virtual agent as the engagement channel. | Virtual Agent |
| Notification channel | Channel where the user will be proactively notified. Configure the notification channels from `sn_pren-channel-configuration` from Metric rule triggering Proactive Engagement through alerts. This channel is applicable only if the engagement type is Notification only. | - Virtual Agent - Desktop Assistant - Email Notification |
| User Notification message | Details the message that should be sent to engage the user. | Custom messageExample: Your device is running low on disk space. Would you like help to free up some space? |
| Resolution needs consent | Decide if user's consent is needed for the resolution before executing any action on the end-user device. This option is available only for Remedial Action and Create Incident resolution types. | Yes/No |
| User consent message | Details the message where user consent is required. | Custom messageExample: Can we free up some disk space using Windows disk clean-up? This will only clear temp files and recycle bin. Your work will not be affected in any way. |
| Choose email notification | This option is applicable only when we select self-help instructions or URL and select Email notification as the notification channel.Note: Choose email notification is visible only for notification channel Email. | Proactive Engagement notification. |
| Issue reference name | The issue reference name is used to identify the issue when communicating with the user. | low disk space/disconnected Zscaler |
| Fallback when self-remediation is not successful. | Select the fallback option that will be triggered when the resolution fails. | Create incident/Route to live agent |
These engagement settings are furnished when you configure the metric rule. To configure a new metric rule, see Configuring Proactive Engagement resolutions with DEX.
Parent Topic:Proactive Engagement reference