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Agent Chat and Virtual Agent

Hello, We currently have a Virtual Agent and Agent Chat set up successfully, we are looking to see if we can present a widget which goes directly to Agent Chat and bypasses Virtual Agent for a subset of users. This is due to them not being ready for ...

Resolved! How to display ticket on agent screen

Hi all, Please is it possible to make either an existing ticket details or newly created ticket details populate/display on Agent screen? E.g. Whenever we are getting data from another system, can we populate the data in a new form on the Agent scree...

ID NOBLE by Tera Expert
  • 1371 Views
  • 9 replies
  • 1 helpfuls

AWA Work Item Not Being Assigned

I'm working through getting AWA set up for the 1st time. I've got the service channel, queue, assignment eligibility, and agent assignment rule.  I see the work item gets created but it never pops up for the agent to accept.  What am i missing?

Matt O_1 by Tera Contributor
  • 2635 Views
  • 4 replies
  • 3 helpfuls
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