HC Active Mode
Step 1: Log into the Hybrid Chats application developed by Skybuffer.
Step 2: You will be able to see four Fiori applications. The highlighted Hybrid Chats Operator Workplace application is specifically designed to enable you to monitor all the conversations in the real-time mode, step in and out any conversation when necessary.
Step 3: Hybrid Chats Dashboard Details. Tools
There are filters according to which the operator can view conversations on the dashboard:
1. Enterprise tenants
2. Assignment- Operator can select his conversations, unassigned ones etc.3) Confidence. This filter is based on the conversation confidence level: Reliable, Doubtful or Weak
4. Categories- This filter shows conversations for selected categories only.
5. Language- This filter shows conversations for selected languages only.
6. Only Show Conversations Distributed and Assigned to Me – can be activated when there is a high number of conversations.
7. Disable Tickets Grouping – when active, there will be 3 visible groups of conversation tiles on dashboard – Mine, Other Operators, Unassigned.
There is an option for the operator to manually change their status of availability:
Other navigation tools include:
The dashboard shows all the conversations (selected on the basis of certain criteria as described above, or all existing ones), so the operator can monitor the course of all conversations and react immediately should there be any case requiring their involvement – e.g. when the AI Model fails to recognize the request correctly. Such dialogues are immediately highlighted red, and all the operators online are sent an alert notification so that they could promptly join a particular conversation and provide their assistance.
These settings for sending notifications can be customized according to the Customer’s preferences.
As soon as the operator clicks this pop-up notification, they are immediately in this dialogue in the Hybrid Chats and are automatically assigned to it as the processing operator. The fallback message gets cancelled, the user can only see the phrase Hold on, please until the operator provides their reply to the user from the Hybrid Chats or sends a special message to the AI Model triggering its necessary skill.
NOTE: Please make sure you allow the Hybrid Chats application to send notifications (here is how you can manage it in Chrome)
There is a possibility to minimize the size of the conversation tiles on the Operator Workplace dashboard. This functionality makes it possible to see the full picture and consistently decide on the item to focus on during the high load period.
Step 4: Tickets Grouping and Distribution
Hybrid Chats can receive a big number of conversations at once. Often customer agents/ operators are working online to process the chats. There are a few tools built in to manage tickets distribution between operators.
Automatic Tickets Distribution
All incoming conversations are automatically distributed to all operators with status Active or At Work. The algorithm takes current workload into consideration and tries to evenly share chats between operators. Operators who are still online but will activate the status of Not Active will not be assigned any new conversations.
To view conversations only conversations distributed to me, toggle this option in filters menu.
Mind that switching off distributed filter does not stop distribution process itself. It only affects the view on the page.
It is possible to view to whom the conversation is distributed, by opening the conversation, clicking on the information icon to the right of the client name, and checking the Distributed to field.
Sample use case:
There are 50 active conversations on the OWP board. There are 5 active operators currently online. That means that each operator should have around 10 conversations (50 / 5 operators = 10 ) distributed to them.
Then, another operator starts work and signs in to OWP. Four new conversations appear. The algorithm will attempt to evenly divide the new chats. In this case the operator who just started working will get all the new 4 conversations distributed to them, because compared to others they had the lowest (zero) chat workload.
Ticket Assignment
Just because a conversation is distributed to a certain operator, doesn’t mean that it is assigned to them. While distribution happens automatically, ticket assignment happens only on specific operator action. This can be sending message to user or clicking on Assign to me button.
Assignment status more than distribution specifies which operator is interacting with a given conversation.
NOTE: It is even possible that a conversation is distributed to operator A, but is assigned to operator B, for example when the conversation was forwarded.
Grouping Tickets on OWP Board.
There is a possibility to filter tickets based on the assignment status. When Tickets Grouping is active, conversations are shown in Mine, Other Operators, Unassigned groups.
Step 5: Operator Workplace Dashboard Details
The operator can open any conversation and see its detailed information including the following.
At the top left-hand corner of the Dashboard, you can see the user’s name (if it is already provided). By clicking the Information button next to it, you will receive general data about the user and the request: the user’s email address and telephone number (if they are already provided or found in the backend system), the conversation ID by which it can be found and studied later on, the operator assigned to this dialogue (if assignment is already completed), the channel type, the channel name, creation date and time.
At the top of the Dashboard, you can find the Request categories (up to 4 levels of the request categories detected automatically, can be changed manually). Next there is the Bot Status (if it is set to off, no AI is used, and the dialogue can be conducted by operators only).
On the right-hand side of the dashboard, you can see a list of quick replies.
Step 6: Assignment Decision
You can assign yourselves as the processing operator to any conversation using the button of Assign to Me, or transfer this conversation to any other operator with the button of Forward.
The End Chat button is used to close the current conversation – for the user this dialogue will be closed.
If you call to action the Forward pop-up list, you will be able to see all available operators and their teams to choose from.
Step 7: Operator’s Replies
The operator can message directly to the user from the field of Reply in Chat, and the user will see this message as coming from the AI Model thanks to the implemented seamless integration. There is an option for the operator to send a voice message, too, which will be automatically transferred to text in the conversation:
To facilitate and speed up the process of communication, the operator can make use of Quick Replies (frequently used ready-made messages) from the provided list (can be compiled for any group of users), which will be displayed in the conversation with the user, too.
There is another option – to write to the AI directly if the operator knows what skill to trigger for the conversation to successfully continue. So, the operator can type a clear request in the field of Message to AI and send it thus moving the conversation forward. This procedure will not be visible for the user.
The option of Internal note. This can be some information left by the operator for the attention of the internal team. It will be saved in the system on the user’s ticket, too.
Step 8: Manual Mode
At the top of the Dashboard, you can find the Manual Mode toggle.
If it is disabled, the AI is used in the dialogue, and the Bot Status change function is also possible to use. 
When the dialogue is switched to the manual mode, no AI is used, and the dialogue can be conducted by operators only (even when all operators left the conversation).
In this case, in the webchat (or another connector) the client will see a message about the operator joining. Also, there is a possibility of tracking this joining of a new operator within the same dialogue in the manual mode.
When this mode is disabled, a corresponding message appears in the user’s dialogue.
To support several conversations with users at the same time, there is a possibility to highlight new user messages on the Operator Dashboard (for My Conversations in Manual Mode). When active in one dialogue, the operator is notified about new messages from the user in another dialogue with a label showing the number of unread messages right on the dialogue tile.
Step 9: Edit Mode and Delete Function for Operator Message
To make communication experience smooth and consistent, there is a possibility to edit and delete messages sent by the operator from HC Operator Workplace. Click the right mouse button on the operator’s message to see the context menu.
Delete and edit actions are logged in the conversation history.
The user is notified of the edited message in webchat.
