Live Agent Handoff in Dialogflow

[karl-gardner]

I am trying to get the live agent handoff signaling to work with Dialogflow CX in the new analytics section in the GUI:

https://cloud.google.com/dialogflow/cx/docs/concept/analytics#conversation-outcomes

However, in the documentation it is not clear what is actually signaling these live agent handoff measures in the analytics. I see here that you can provide a response in fulfillment section for a live agent handoff: 

https://cloud.google.com/dialogflow/cx/docs/concept/fulfillment#handoff

but all I see when I enable this is the following:

I’m guessing this is some sort of JSON message for the integration that is being used. I tested using this fulfillment and the prebuilt Flow Failed Human Escalation event and it does not seem to record that their was a "Live Agent Handoff" in the analytics section. So what is that actually measuring and how do I get it enabled?

Thanks,

Karl

[xavidop]

Hi Karl,

yeah, that payload is a custom payload that will be sent to your Live Agent platform. In terms of analytics, Dialogflow CX is as if it was a transition but in this case, to a live agent. You will need to test it to actually see that number going up.

So to your quesiton, when is this analytic being incremented? this is when you call a webhook with the Live agent handoff payload.

Here are some examples I found:
https://www.twilio.com/docs/voice/virtual-agent/dialogflow-cx-onboarding#live-agent-hand-off

https://abhishekagrawalblog.medium.com/connect-dialogflow-cx-with-ccaip-and-perform-handoff-to-a-hum...

Best,

Xavi

[karl-gardner]

Hello @xavidop 

Thanks for the response! I also saw this Twilio webpage as I am using Twilio as the integration. However, as the json payload:

https://cloud.google.com/dialogflow/cx/docs/concept/fulfillment#handoff

is for sending to the integration, e.g. Twilio, would having anything in the payload be signaling to the analytics page:

Here, I actually see that I have 10 Live Agent Handoffs where before i wasn't seeing any. Maybe it takes a couple days to register?

[xavidop]

that is something that could be possible as well. On Alexa (I know it is a different platform), it takes like 5 days to see real results. If you have properly configured the live hand-off it will definitely show up there!

[karl-gardner · Accepted solution]

Interesting. Guess it takes a whole day to process. I see it now from my testing:

I wonder why I can see conversation history right away but not analytics. Maybe it just takes some time to process.