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Queue Assistant

  • Updated

Index: 

  1. Introduction
  2. How It Works
  3. Installation and Configuration
  4. Usage Examples
  5. Support

 

Increase customer service efficiency with Queue Assistant!

This powerful tool was developed to assist in the management and monitoring of queues and service agents, providing a more efficient and organized service.

 

Introduction

Don't waste any more time with disorganized queues and delayed service! With Queue Assistant, you'll have full control over service queues, assignment of functionality restrictions for different user profiles, and real-time tracking of agent activity status.

Queue Assistant is an extension developed with the goal of facilitating the management and monitoring of queues and service agents, as well as allowing the assignment of functionality restrictions for different user profiles.

This extension is available in three languages: English, Spanish, and Portuguese.

 

How It Works

Queue Assistant offers the following functionalities to optimize the management of queues and service agents:

 

- Definition of the order of service in the queue based on the position of each agent.

- Configuration of service hours for agents, allowing for the establishment of specific availability periods.

- Tracking of agent activity status, such as checking who is online or offline.

- Assignment of queue management to a designated manager.

- Tracking of agent positions in the queue.

- CRUD operations (Create, Read, Update, Delete) to add, view, edit, and delete agents and managers.

- It is compatible with any channel that has integration with Blip.

 

Installation and Configuration

When activating the extension from the Blip Store, it can be installed in the router bot.

Follow the steps below to install the extension:

 

1. Log in to the Blip platform.

2. Access the Blip Store.

3. Search for "Queue Assistant" and select the extension.

4. Install the extension in the desired bot.

After activating it, you need to make a POST request to the following address: https://take-api-desk-queue-assistant.hmg-cs.blip.ai/desk/choose-team (API Swagger) within the service bot before the human service block, to select a specific agent before starting the service. You should pass the following model in the request body:


{ "identity": "string", "botAuthKey": "string", "deskLine": "string", "organization": "string", "contactExtrasLineName": "string" } 

 

Where each field has the following meanings:

  • identity: user identifier.
  • botAuthKey: authentication key of the service bot.
  • deskLine: the service queue in which the plugin will select the agent.
  • organization: the name of the organization where the service bot is located (contract view).
  • contactExtrasLineName: the field located in the contact extras, where the selected queue (selected agent) will be assigned.

To demonstrate the installation of Queue Assistant, I used a test bot with the following structure:

  • The configuration of the extension should be done in the block preceding the human service block.
  • In this case, the block is "Human service transfer notice".

 

1 - Installation settings

1.1 - Script

In the output actions, we will create an action to execute a script, and in the input variables, we will set "contact.identity". In this example, I am saving the result as "chooseTeamRequest".

 

In the script, the following parameters were used:

function run() {

   return {

     "identity": "{{contact.identity}}",//Se for router usar  {{tunnel.identity}}

     "botAuthKey": "Cabeçalho de autenticação (Authorization)", //(key do bot)

     "deskLine": "Default",//fila criada no gestor do plugin

     "organization": "visão de contrato",//nome do contrato

     "contactExtrasLineName": "fila"//definição do extras contato

   }

}

 

1.2 - Request

Now, in the sequence, we need to make a request to the API using the POST method to the following endpoint:

 

For the test environment:

https://take-api-desk-queue-assistant.hmg-cs.blip.ai/desk/choose-team

For the production environment:

https://take-api-desk-queue-assistant.cs.blip.ai/desk/choose-team

In the request body, we will place the script result as a variable, like this:

{{chooseTeamRequest}}

I am saving this example as follows:

 

Response status:

chooseTeamStatus

Response body:

chooseTeamResponse

 

This is how it looks like:

 

1.3 - Contact definition

Lastly, let's create a contact definition by adding it to the contact extras. In this example, we will use the key "line" and the value will be the result from the response of the request {{chooseTeamResponse}}.

 

 

So, our exit condition would be as follows:

 

 

2 - Manager Settings

With the configurations ready, we now need to configure directly in the plugin.

Once downloaded, open it in Blip.





On this screen, on the left side, we have the queues registered in the bot and the agents linked to them. To start, we will need to register the agents who will be assigned to the default queue we configured during installation.

To do this, click on "Add agent" and register the agents who will be serving in the queue.

In the example, I have added only two users:

 

Note that below their names, both have their position in the queue. This information will be used to determine the ticket distribution order.

 

When validating in the monitoring, we can confirm that the distribution is following what was registered in the manager.

 

 

Where:

In the first interaction, the ticket was assigned to the user "General Support". Then, it was assigned to "Lucas" and so on, following the distribution cycle.



 

Now, let's get to work!

 

Usage Examples

User Manual by Profile

 

Administrator

The administrator can add, delete, edit, and view agents and managers, as well as manage all queues, monitor online agents, and view the position in the queue for each agent.

 

To do this, the administrator's email must be registered in the bot's team (where the plugin will be used) with the "Admin" permission:

 

  1. Click on "Team" to add a new member to the team:


Please add the administrator's email with the "Admin" permission:


 

Functionalities:

  • Viewing the service queue and online agents:
  1. Select the queue you want to monitor using the "Select" component located on the left.


  1. If the agents are online, they will be displayed on the left in a list of up to 10 names, which updates every time an agent starts serving a user.


  • Viewing all data of registered users (agents and managers): the users will appear in the list on the right.

 

 

  • Viewing all data of registered users (agents and managers): the users will appear in the list on the right.


Editing and deleting a user: On the main page, after selecting the user, simply click on the "more options" icon and select the desired action.


  • Registering a user:
  1. Add the user's email to be registered with the "Custom" permission, so that they have access only to the plugin.





 

Please click on the button to add a new user.



 

3. About the registration fields:

  • Email: Required field for both manager and attendant.
  • Lines: Required field, as it defines the queues that the manager will handle or the queue in which the attendant will provide service.
  • Simultaneous ticket number: Optional field for an attendant, which refers to the number of simultaneous tickets they can handle.
  • Service hours: Required field for registering an attendant, as it informs the attendant's service hours (in hh:mm format) and the days they work. It is important to note that the attendant will only serve during these registered days and hours.
  • Manager: Indicates whether the registered user is a manager.

 

Manager:

The manager can add, delete, edit, and view attendants in the queue they manage, as well as monitor online attendants and view the position of each attendant in the queue.

 

The functionalities are the same as described in the previous section (Administrator Profile), with one difference: the manager can only manage the data of the attendants.

 

Attendant:

The attendant can only view their own information and track their position in the service queue, which updates every time another attendant starts serving a user. For this, the attendant must be online in Blip Desk.





 

Support

If you have any questions or encounter any issues with the extension, please contact us for support. We will be happy to assist you.

 

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃

 

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