Record Producer
I have a record producer that creates an incident.Issue: Multiple incidents are getting created for a single submission.What are the common reasons for this behaviour?
Forum Posts
Why don’t complaints created outside business hours appear in the queue after schedule opens?
We have configured a schedule on an AWA queue so that work is assigned only between 9:00 AM and 4:00 PM BST.Our expectation:If a complaint is created outside this time range, it should remain in the queue and then appear in “Queued Work” once the sch...
Need help to create Agent chat reports
Hi Team,I’m trying to create reports/dashboards for Virtual Agent metrics. Currently, I can generate reports only from the interaction and aws_interaction tables. The required data appears to be in the conversation table, but reporting on it requires...
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...
Resolved! Why does the agent’s name appear in the "Last Updated By" field when work is assigned by AWA?
Hello all,We noticed something in Advanced Work Assignment (AWA) and wanted to check if this is expected behavior.When a work item gets auto‑assigned by AWA, the update on “Assigned to” field in the activity section shows the agent’s name instead of...
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...
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...
Resolved! New Service Channel on Interaction table
Hi All, we are working on a requirement where we need multiple service channel on Interaction table (for different Live Chat configured) due to below cases:1. Team A is using OOB 'Chat' service channel with Max capacity as 4 for Live Chat12. Team B i...
Resolved! How to change the color of “End Conversation” buttons in Agent Chat?
Hi,I’m trying to change the color of the End Conversation buttons in the Agent Chat window. I inspected the elements in the browser and found the following CSS definition: This same color is also used for the Send icon.However, I can’t find where --b...
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...
