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Moveworks Setup - Handoff

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What is Handoff?

Moveworks Smart Handoff directs the user to the correct set of destinations when no resolution is provided by the bot.

The Smart Handoff feature:

  • Intelligently routes employees to the right team or destination for further help.
  • Has configurable backstop after Moveworks attempts to answer the question.
  • Powered by domain recognition and user metadata.

As part of Enterprise Answers, Smart Handoff hands the user off to the right set of destinations when no resolution is provided, as shown in the image below. These destinations include the following:

  • Filing into Ticketing System
  • Live Agent Handoff - URL-based, API, or channel (Teams, Slack Channel)
  • URL - to self-service portal, e.g. https://linktoportal.com/
  • Chat Channel ID (if Slack) - CXXXXXXXXX (Slack Channel ID)
  • Slack handle - @John Smith
  • Email Address - [email protected]
  • Another Bot - URL-based
  • …and more

Learn more about handoff here : Smart Handoff

Overview of the Handoff module

This module is primarily divided into three sections:

  1. Configure General Handoff Settings: In this section, you need to define the available categories in the handoff section and establish handoff strategies for items within these categories. There are three main types of handoffs that can be configured:

    1. File Ticket Handoff:
      1. Utilize default ticket workflow.
      2. Employ rich ticket filing.
    2. Agent Handoff.
    3. Deflection Handoff:
      1. URL.
      2. Email.
      3. Chat Channel.

  2. Set Up Live Agent Settings: Configure the type of agent handoff for a specific item. There are several types of support available for this which include:

    1. Channel Handoff: Users can be redirected to a chat channel where agents can address their issues.
    2. API Handoff: This is exclusively supported for Vayusphere, where a chat session can be initiated and the user can be redirected.
    3. URL Handoff: Users can be redirected to a URL via the Moveworks bot.
    4. Agent Broker Handoff: Moveworks also facilitates agent-broker handoff, thereby enabling a chat session between the agent and user within the bot itself. This ensures a smooth transition of messages and issue resolution. Currently, this is only supported for the following integrations:
      1. ServiceNow.
      2. 8x8.
      3. Amazon Connect.

  3. Configure Agent Settings: These settings control the overall Agent broker handoff settings.

Configuring Handoff

Handoff settings

  1. In this configuration, you are required to activate those categories which will be displayed to the user during the handoff process, as portrayed in the image.

  1. Moreover, specify each item that is present within the categories. Items can represent multiple options to which you intend to redirect a user.

  2. Add Item Display Key: This is necessary if you intend to use agent handoff. Ensure that the same key name is provided in the Live Agent settings for proper linkage.

  3. Select Item Domain: Choose the appropriate domain for the item.

  4. Choose Deflection Action: If you wish to enable deflection handoff, select a deflection action from the following options:

    1. URL
    2. Email
    3. Chat channel ID
    4. Rich ticket filing form

  5. Specify Handoff Type: Exclude this step if you've already activated URL/Email/Chat Channel Deflection handoff. Choose one of the following depending on your preference:

    1. File Ticket Handoff: Opt for this if you desire ticket creation through the usual route or if you've previously selected Rich Ticket Filing.
    2. Agent Handoff: Choose this to enable agent handoff.

  6. Link Click Track Option: Opt for this if you wish to prevent Moveworks from counting link clicks for resolutions and displaying a shortened version of the URL.

  7. Access to User-Created Ticket Data: Enable this if you desire to access the user's data while filing the ticket. It is recommended to keep this enabled if you've chosen File Ticket Handoff via the traditional route.

  8. Skip Draft Review Option: Choose this if you prefer to bypass the draft review stage.

  9. Pre-Trigger Rule: This Domain Specific Language (DSL) rule determines when the handoff gets triggered. This is typically tied to the domain—if a handoff is detected for a domain, it gets activated. Educate yourself more about DSL here:

  10. Select Category Display Key: Choose the categories that an item can fall under. Multiple categories can be selected. Once set, this item will appear in all the chosen categories.

Live agent settings

https://help.moveworks.com/docs/moveworks-setup-live-agent-settings

Agent settings

https://help.moveworks.com/docs/moveworks-setup-message-brokering-settings

Updated 2 months ago