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...
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...
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!
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 ...
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!
Hello, I was trying to test the new SideBar functionality out in my developer instance and couldn't get the "Discuss" button to show up when viewing a HR case on the HR Agent Workspace. I have installed the 'omni-experience standard feature set' appl...
Servicenow Version San Diego, patch 7b. I am trying to do some testing with Advanced Work Assignment on a custom Service Channel. I setup the Service Channel, Queues, Assignment Rule and Presence States. I impersonated two users and generated an int...
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 ...
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...
If a Service Desk only wanted to provide Agent Chat for specific Applications or Services, what would be the most efficient way to do this as I don't believe it is possible to build this into the AWA Routing conditions for the Chat Queue?
Hello, Currently, one of our Agent can hear the new chat sound whenever he opens Agent Workspace and click on 'Status Button' on Agent Workspace to change the status. He can hear the sound even when there is no new chat.These 2 properties are set as ...
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?