Engagement Settings for Proactive Engagement
Summarize
Summary of Engagement Settings for Proactive Engagement
The Engagement Settings for Proactive Engagement allow you to customize how end users are engaged to self-solve issues. This feature primarily utilizes the Virtual Agent as the notification channel, with options for fallback actions, such as incident creation or routing to a live agent.
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Key Features
- User Engagement: Choose whether to engage the user or execute the resolution silently.
- Engagement Channel: Select the Virtual Agent as the notification channel for proactive user engagement. Ensure the installation of com.glide.cs.chatbot to use this feature.
- User Notification Message: Customize messages to inform users about issues and assistance options.
- Resolution Needs Consent: Determine if user consent is required before executing actions on their devices.
- Fallback Options: Specify actions (incident creation or live agent routing) if self-remediation is unsuccessful.
Key Outcomes
By configuring these settings, you can effectively engage users in resolving issues, enhance user experience through proactive notifications, and ensure that fallback measures are in place when necessary. This leads to improved resolution rates and minimizes disruptions for end users.
It allows you to configure and define how an end user should be engaged to self-solve the issue. Virtual agent is the only notification channel used to engage with the user. As a fallback, an incident can be created or route to a live agent.
Virtual Agent is the only notification channel used to engage with the user. As a fallback, an incident can be created, or user is routed to a live agent. The following field names are displayed in the Engagement settings tab while creating a Proactive Engagement resolution from the metric rules.
| Field name | Description | Options |
|---|---|---|
| User engagement | Decide if this resolution needs end user engagement or could be executed silently when triggered. |
|
| Engagement channel | Select the channel of engagement. Note: Install com.glide.cs.chatbot to avail virtual agent as the engagement channel. |
Virtual Agent |
| Notification channel | Channel where the user will be proactively notified. Configure the notification channels from sn_pren-channel-configuration from Metric rule triggering Proactive Engagement through alerts. This channel is applicable only if the engagement type is Notification only. |
|
| User Notification message | Details the message that should be sent to engage the user. | Custom message Example: Your device is running low on disk space. Would you like help to free up some space? |
| Resolution needs consent | Decide if user's consent is needed for the resolution before executing any action on the end-user device. This option is available only for Remedial Action and Create Incident resolution types. | Yes/No |
| User consent message | Details the message where user consent is required. | Custom message Example: Can we free up some disk space using Windows disk clean-up? This will only clear temp files and recycle bin. Your work will not be affected in any way. |
| Choose email notification | This option is applicable only when we select self-help instructions or URL and select Email notification as the notification channel. Note: Choose email notification is visible only for notification channel
Email. |
Proactive Engagement notification. |
| Issue reference name | The issue reference name is used to identify the issue when communicating with the user. | low disk space/disconnected Zscaler |
| Fallback when self-remediation is not successful. | Select the fallback option that will be triggered when the resolution fails. | Create incident/Route to live agent |
These engagement settings are furnished when you configure the metric rule. To configure a new metric rule, see Configuring Proactive Engagement resolutions with DEX.