Agent Answers

The Agent Answers gadget displays suggestions or recommendations (also called as Answers) in real time during the conversation between an agent and a customer. These answers are the excerpts from articles and/or matching Question and Answers (Q&As) from Frequently Asked Questions (FAQs) documented in the knowledge base. Displaying answers on the gadget augments the efficiency and capabilities of an agent to respond to the customer more effectively.

Behavior of Agent Answers feature in the following call scenario:

• Consultation: When an agent is consulting with another agent, no new answers will appear for the first agent.

  For example, when Agent 1 is consulting Agent 2, customer will be put on hold. No new answers will be shown for Agent 1 and no answers will be populated for Agent 2.

• Transfer and conference call scenarios are not supported.