How AWA Agent Presence and Capacities is filtering agents

Hi community, I want to ask you about AWA Agent Presence and Capacities, the thing is how can I edit this table that I am not aloud to see (I am Admin). For example this table and after completing all the necessary config (Channnels, queues, etc) I a...

Service now with after chat survey

Hi,I just wanted to check if anyone tried to install a survey for a chat window so when the window is about to close, the customer can survey.

developer edition

Guys, is gen ai is available in zurich developer edition latest release...

how to generate excel from ai response

Live Chat - Agent timeout settings

Hi All, could you please guide in configuring the below requirements for Live Chat :1. Can you please assist me with the requirement where if all the agents are full to the max capacity, the system allows the user to wait for 15 min?we have already s...

Sometimes Autopilot Getting Assigned Automatically in Agent Chat Even though it's not configured

Hi all,I need some help understanding an issue in agent chat. we have not configured autopilot, but sometimes it is still automatically assigning to autopilot to end chat sessions . i will add screenshot below for reference As any faced same issue or...

In the end of a response from VA, I want a link/button of 'Get help from an agent'

 After the VA respond through Bot Response text(shown in the image - "In how to report sickness topic" , I need two more options, i.e.Get help from an agentEnd this conversationSo, how can i achieve this?

Agent Chat Availability - Agents still available after closing the browser

Hey all! I'm working to implement Agent Chat for my client and I've noticed while testing that the Service Desk user I'm using will stay as "Available" in their Presence Status even hours / days after I closed that browser with that session. I confir...

AWA work items & interactions - how do correctly transfer or re-assign to others in the same queue?

We're facing an issue that hasn't been a problem prior to upgrading to Yokohama. We have a small IT Support queue where there is often one dedicated Live Agent available. Sometimes, the queue gets busy and others in the queue will stay offline but ma...

Best Practices for Managing Roles and Groups in ServiceNow WSD with Limited Licenses

Hello everyone, I'm currently working on optimizing our use of ServiceNow Workplace Service Delivery (WSD) with a limited number of licenses (150). I want to ensure that we efficiently manage roles and assign them to groups to make the most of our av...

Building a chat interface in ServiceNow using ServiceNow AI (RAG & Vector Search)

Hello Community,I am exploring a requirement to create a chat-style interface in ServiceNow.The scenario is:For a given record, a user will upload a document into ServiceNow.The AI should respond only from the contents of that document when a user as...

Any API is available to get ACL/Role assigned to AI Agents

In the recent zurich release ServiceNow introduced new feature with which we can directly assign roles to Agents (Define who can access the AI Agent) through ServiceNow UITo get those assigned roles/ACL do we have any API available ??And is it possib...