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