Hi, I am trying to limit the virtual agent topics that are shown / allowed to the user based on their company. I know it must exist here somewhere but I just cant find the relevant article. Can anyone point me in the right direction please.
Hi Everyone, I am looking to add a few custom tables from different scopes to the global search functionality. Additionally, I am seeking to add the application scopes needed to the global search dropdown. Could you please guide me through the setup ...
Hi Everyone, I'm trying to transfer the Chat to Live agent based on user needs. If the user wants technical support the chat should get transferred to "Technical support" Group agents or if user wants subscription/non-technical support then the chat ...
Even when the Live Agent are available virtual agent is not routing to a proper queue and showing no agents available message. Please help me on this
I am trying to follow the VA Academy set up an IT que and HR que routing for live chat. When going to the Advanced Work Assignment > Que to set the "work item routing condition", "context.application" variable does not show up. - have confirmed that...
Hi, we've been trying to achieve a situation, when an agent rejects the incoming interaction and his/her Status changes automatically from Available or Busy (or any other desired state). Is there any OOTB solution for this or do you have any ideas on...
We are trying to set AWA to only assign INCs to users within the same group that have the mandatory skill. We have skills assigning to INCs and skills assigned to users, however if there are no users with that required skill logged in it will assign ...
Hello,I’m currently configuring the Agent Chat functionality.After some testing I noticed that can a agent have a visibility to current queue to check waiting user chatORcan agent once free can go back to queue to pick up a chat, which is waiting.
Hi Everyone,I have 2 agents in group, who are responsible to accept chats on workspace.One agent is able to accept interaction and chat whereas the other one is unable to see any work item on workspace.Ms teams shows message ‘Please standby while I a...
Hello All,We have integrated Virtual chat bot to Teams, in the chat the Agent Name is not getting displayed as a header in Teams but its reflecting at SNOW end. Please let me know who I can get it visible on Teams as well.Thanks
Hi Community, I am looking to configure the Global Search display result, As of now in the below image, when i search using a text from the source it displays the "title [yellow]" as the main line with big character size, my requirement is to get the...
Hi everyone.I need your help, I have two instances, one in development and one in Poroduccion. The development instance is with the usual NEXT Experience theme. The stats of the instance are Vancouver patch4-hotfix1a and the stats of the Production i...
We are wanting to show metrics on truly rejected chat interactions, but are seeing within the awa_interaction_work_item table an interaction that shows a value of 'true' in the Rejected column also shows a status of "Accepted". We're looking to under...
Is it possible to configure data set component to handle text-overflow? It looks a bit off when the card cuts off the short description in grid view, but short descript looks ok in list view