Live Agent Support
In Live agent support even when agents are available then also in service portal contact support it is showing message "no chat agents currently available".Attaching Screenshot
Forum Posts
AWA - Resize Work Items after assignment
We're currently using Advanced Work Assignment to automatically assign cases to our HR agents. Right now, we're just using a default work item size of 1 point which works for most cases. Our agents have requested the ability to modify the the Work It...
Auto-Assignment of Chats in Connect Chat
Hi All Just wondering if anybody has worked on auto-assignment of chats in Connect Chat.I know connect chat is deprecated and no longer support in UTAH but was wanting to know if anybody has had a solution around auto-assignment of Chats to Agents wi...
Get Record Count returned by contextual search in workspace
Hi All,We have a requirement in which we need the count of all the records returned by the contextual search in Workspace.We have configured the Contextual Search in CSM configurable workspace. Can anyone suggest a way to achieve this with UI Builder...
Service Operations Workspace - Configuring Experts on-call
Hello all, We are currently in the process of upgrading to Tokyo and are setting up the Service Operations Workspace for our Service Desk agents. We are trying to configure the 'Experts on-call' button on the side menu of an Incident.When selecting ...
Resolved! Quick action to execute a Flow Designer Action? Possible?
Can anyone provide a simple script in Agent Chat - Quick Actions to execute a Flow Designer action and to pass a simple response back to the chat screen? Is there an example of how to do this that I may have missed, is this even possible? Thanks
Agent Chat-No agents available
When all agents are busy and a new chat comes in the user is getting the message (no available agents).We do not want VA Chat to display this message, we want the system to keep rotating through the agents until one is available and display a message...
How to run custom topic when Virtual Agent Only is enabled
Hi all, I am using Virtual Agent (specifically in MS Teams, but I don't think that matters for this question), and am wanting to disable the "virtual agent" functionality and instead use just live agent. I've found that I can do this by using the "Li...
Agent Chat Reporting - Available Agents
When there are no Agents signed in an online if i initiate a chat the Max wait time message is instantly displayed in the chat window. Is it possible to report on this. I would like to be able to see how many chats have been initiated and there are n...
Chat transfer priority.
Hi, Currently we are using AWA and Agent Chat on Tokyo. We were wondering if there is a way to set up some kind of priority for when one queue transfers a chat to another queue. Example: if all agents are busy the next available agent would get the...
How to configure a "Create incident" quick action in Live Chat (AWA)
Hello,I just activated the Agent Chat plugin and I configured service channels, work item queues and work assignment rules. I see that I can create an incident when I clique on the "create incident" button in the right top corner in the agent's works...
Customize Contact Support Form
Is it possible to customize the below form to reomve "Send Email" option? Or alternatively, how to edit the email address associated with the form? Thanks!
Resolved! Agent Chat and Advance Work Assignment VS Sidebar
Hello All,We are transitioning to Tokyo and since been made aware that Connect chat and Connect support are deprecated. My question is since Sidebar is limited to a few configurable workspaces for this Tokyo version which is preferred the Sidebar or ...
Is it possible to create a different timeout message for each Chat?
Hi,I have 2 chat services with 2 separate queues. Both chats check client inactivity time, after X minutes the conversation is closed automatically (this is native on the Scheduled Script Execution: Idle Chat Timer Task), however for both chats the i...
Resolved! Advanced Work Assignment (AWA) - How to configure to show manual assignments in inbox?
Does anyone know if it's possible to configure AWA to also show work items (tickets) in the agent's inbox that have manually been assigned directly to the agent? Thanks!
