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Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Agent Analyst for Technician Operations & Team Leaders

Agent Analyst for Technician Operations & Team Leaders

Chat Profiles are now available within the Agent Application, which allows the Virtual Agent feature to be utilised by Agents for quick actions and trend analysis. Various improvements to chat have also been made.

 

 

 

 

 

Chat Profiles for Agents

 

From the Chat profile Configuration screen, you can choose "Agent app" as a value for Access. You can then select which agents this should show for based on their roles, or everyone.

 

The same functionality exists for Agent chat profiles as User chat profiles - a chat flow can be configured or a Virtual Agent conversation step using a User Virtual Agent can be added.

 

Agent App chat profiles are not available for end-users or on the chat embeddable.

 

 

 

Each chat profile that's available for agents will show its own icon in the bottom right corner of the screen. If an open chat for the chat profile does not exist when opening the chat a new chat using the specified chat profile will be created, otherwise the previous chat will be resumed.

 

 

 

 

Agent App Virtual Agents

 

A new "Use" for Virtual Agents has been introduced called "Virtual Analyst".

 

These are configured the same way as End-User Chat virtual agent but their functions differ from these.

 

An Agent App Virtual Agent has specific functions to help Agents resolve tickets, get answers from the knowledge base, search for information, conduct data analysis and report on trends. These functions include;

 

  • Searching the Knowledge base (using AI search)
  • Getting details of a specific article
  • Listing the agents assigned tickets
  • Searching tickets (using AI search)
  • Getting details of a specific ticket
  • Adding a private note to a ticket
  • Doing a "Quick action" on a ticket
  • Refreshing AI matches for a ticket
  • Applying AI suggestions on a ticket
  • Assigning a ticket to the logged-in agent
  • Creating a new ticket
  • Logging time (using the quick time feature)
  • Running a report using natural language

When getting ticket details, the Virtual Agent is also passed details on any ticket and article AI matches, allowing it to effectively summarise and suggest replies or resolutions to tickets based on this info.

 

The logged-in Agents' permissions are carried over to the Virtual Agent functions.

 

Agent App Virtual Agents need to be added to Agent App Chat profiles. 

 

Default Agent App Virtual Agents

 

Hosted customers will receive access to 2 default Agent App Virtual Agents that are ready to be used in an Agent App Chat profile.

 

Halo Agent App Default Virtual Agent v1 is a default out-of-the-box Virtual Agent which can carry out all of the functions mentioned above.

 

Halo Documentation Virtual Agent v1 is a Virtual Agent which has access to read a vector database containing the Halo configuration Knowledge Base articles, to attempt to help Halo administrators with any Halo-related questions.

 

These default Virtual Agents utilise Halo's default OpenAI connection.

 

You can create your own Virtual Agents in-app when Halo is connected to your OpenAI or Azure OpenAI account. This allows for fine-tuning of the Virtual Agent instructions.

 

 

Chat Improvements for Agents

 

Several minor quality-of-life improvements have been made to agent chat, such as;

 

  • Chat message suggestions have been added to allow the agent to quickly select a pre-written message to send to the virtual agent. These are configured on the chat profile step, and some suggested values are automatically added when you add an Agent App Virtual Agent to the chat profile step. These are static and do not show based on the previous message, but instead serve as prompts of things you can ask the virtual agent. These suggestions can be made to show if ticket details is open, an article is open, or anywhere else in the app (as a catch-all). 

  • Agent chats linked to chat profiles now implement the settings for chat window height and width at the chat profile level, allowing you to make the chat window for Virtual agent conversations larger in the agent app
  • Copy link on messages sent by the virtual agent
  • Links to tickets and articles now open in the same window
  • Allowed feedback to work with Virtual agents
  • Various minor bug fixes and minor improvements to Agent chat and virtual agents

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