Create Agents groups with a Supervisor ​

When creating solutions for large contact centers where hundreds of Agents work simultaneously on thousands of conversations there's often a need to break people into smaller teams or groups based on skillsets, levels of expertise or just randomly. Very often each group has a senior supervisor Agent whos role is to observe the team (or several teams) at work and support or correct the individual Agents in case they require assistance of a more senior member.

In ths tutorial you will learn how tools available from the Human in the Loop toolkit could be utilized to create several Agent groups (where Agents only have access to conversations from their respective groups) and a group of Agent Supervisors that are able to see conversations through all of the groups. You will also learn how to create separate Session Views for each group, so that Agent Supervisors can quickly filter out conversations from other groups.

This tutorial assumes that Human in the Loop has already been installed and you know how to access it's main UI components - Agent UI and HitL Settings. The tutorial will be based on the simplest version of RWC + HitL flow available from the library to focus on the concepts relevant for the task of creating disticnt Agent Groups.

Create a simple RWC + HitL flow ​

  1. Download HitL RWC toolkit starter flow from the library.
  2. Reattach the Require Agent subtree.
  3. Make sure Enable HitL step is set up correctly.
  4. Save & Activate.

As a result, you will have a very simple RWC chat bot that greets the Visitor and tries to connect them with the first Available Agent. Every Agent in Available status would be able to see the New Conversation notification and claim it.

Create Rule Groups ​

By default after a fresh HitL installation there is only one Rule group available called Default with the single rule |hitl which allows every Agent in that group (and by Default every Agent in account is in that group) to see all conversations tagged with hitl tag. Let's imagine our example organization has 3 different departments that each has it's own Agent group to process requests in - IT, Marketing and Accounts.

  1. Open Rule groups in HitL Settings.
  2. Add new Group called Supervisors with a the rule |supervisor in it.
  3. Repeat step #2 for other groups - IT (|it), Marketing (|marketing) and Accounts (|accounts).

Assign Agents to Groups ​

Now let's assign our Agents to those newly created groups. We have 5 people in our imaginable organization - Josephine, Christina, Scarlett, Emma and Ryan. Let's assign Josephine to IT, Christina to Marketing, Scarlett to Accounts and Emma with Ryan to be Supervisors.

  1. Open Access settings in HitL Settings.
  2. Open Josephine's settings and add IT to her rule groups. Hit Save button.
  3. Open Christina's settings and add Marketing to her rule groups. Hit Save button.
  4. Open Scarlett's settings and add Accounts to her rule groups. Hit Save button.
  5. Open Emma's settings and add Supervisors to her rule groups. Hit Save button.
  6. Open Ryan's settings and add Supervisors to her rule groups. Hit Save button.

Modify flow to assign proper Tags to conversation ​

Now with Agents distibuted throughout the Groups we can modify flow logic to route conversations in different Queues. This is done by properly tagging them. We will simplify the process of figuring out which group a conversation should be routed to, cause that is outside of the scope of this tutorial. In real world scenarios a coplex Bot-to-Vitor conversation comes before routing to a human agent and by the time it escalates the Visitor intention is already known and the dicision of which group the conversation should be routed to could be made. In this tutorial we would simply ask a Visitor which group of Agents they want to engage.

  1. In Enable HitL step replace hitl tag with supervisor. This will make sure only those in the Supervisors group would be able to see all the conversations starting in this flow.
  2. Replace Send Message (RWC) step called Greeting with Request Response (RWC) step, let's call it get group. This will be the way to get the group to route to.
  3. Choose Option from list for Input component.
  4. Add a prompt message to Text message. Hello, welcome to the group RWC + HitL Demo flow. Please choose a Group from the list to talk to an Agent from. for example.
  5. Add 3 options to the list:
  • Marketing with marketing for a value
  • IT with it for a value
  • Accounts with accounts for a value
  1. Add Manage Session Properties (HitL) step after it. Let's call it add tags. This step would add proper Rule Tag to the conversation to route it to the selected group.
  2. Add getGroup.value Merge Field to Rule tags -> Add list. This would set whatever value the Visitor has chosen on a get group step as a rule tag of the conversation.
  3. Add getGroup.value Merge Field to Tags -> Add list. This would set whatever value the Visitor has chosen on a get group step as a conversation tag of the conversation. Which we will make use of later when creating Conversation Filters (or Views).
  4. Re-attach the subtree.
  5. Save and Activate the flow.

Create Additional Conversation Views (or Filters) ​

By this step we would already have a working solution that would route conversations to distinct Agent Groups and Supervisor Agents would be able to have access to all of them. We can further improve it by introducing additional Conversation Views for Supervisors to view all available conversations filtered out by Group they were routed to.

  1. Open Session views in HitL Settings.
  2. Add new View called IT Conversations with it in Tags and All claimed, Waiting to be claimed, Session with bot, Closed toggles on.
  3. Repeat step #2 for other filters - Marketing Conversations (marketing) and Accounts Conversations (accounts).

These additional Views are set up so that all the conversations (Closed and Ongoing) would be show when selected in Agent UI. Ypu could of course modify them as you see fit - to show only Ongoing or only Claimed Ongoing, etc.