We are looking at implementing Advanced Work Assignment for our HR department. My question is do you have to utilize the Agent Inbox or can you just use the HR Agent Workspace like normal (ex: accessing cases assigned to you via a List)? Thanks very...
Hello, we are in the process of launching our agent chat implementation. We're not initially using virtual agent, I have a greeting configured to just pass straight to an available agent. We had a question about the idle timers though. It looks to me...
Hi All,When a user clicks the link to KB article in the search result, a new tab in browser should pop up showing the KB. Say “(KB) XYZ” is clicked (see screenshots below) in the search resultThere is no need to show the following in the chat so that...
I am experiencing an issue in Agent Workspace where the Comments fields are not functioning as expected. I've already reviewed the ACLs, and they appear to be correctly configured, but the issue still persists.
Hello all,I have the following request to fulfill for the Agent chat: Agents should be able to pause chat session timeouts The purpose of this functionality is that when Agent needs to for example take a remote connection session with the Caller, nei...
Summary:I'd like to confirm whether it's possible to implement a chat-style communication feature between users on a custom table in the Next Experience environment. Objective:To enable users to exchange messages directly on a custom table (not exten...
Hi,In the AWA queue, is it possible to put a variable in the initial agent response?I would like to put the Agent's name and the Customer's name, like this:"Hi {CustomerName}! My name is {AgentName}, how can I help you?"If not, is there any other way...
Hi All,When a user clicks the link to KB article in the search result, a new tab in browser should pop up showing the KB. Say “(KB) XYZ” is clicked (see screenshots below) in the search resultThere is no need to show the following in the chat so that...
Hi, I have a scenario where we must route the incidents using the AWA based on skills and skill levels. Everything was set according to the ServiceNow instructions. When the incident is created, the BR is executed, and the skill/skill level requireme...
Hello, I hope I'm in the right spot. I'm currently configuring our AWA and Live Agent set up and had a couple questions I was hoping to get some assistance with. I have gone through docs, and now U courses. We're using this for our service desk at t...
Hello Community,We're experiencing a persistent issue with Advanced Work Assignment (AWA) in Agent Workspace (Chat) and would appreciate your insight.Problem Summary:One specific agent is not receiving any AWA chat notifications or work item offers, ...
I need help inserting "Agent Assist" in the "Service Operations Workspace" for RITMs. The Agent Assist appears for Incidents in the sidebar but does not appear for RITMs
Hello, I'm aware that Supervisors can see the number of Chats in Queue, Avg Wait Time, whos online etc...But is there something similar that we can enable for Agents so they can see - Chats waiting in Queue,- How many Chats they handled,- Their own ...
There is a data flow. Application Service ABC is sending data to Application Service XYZ.
Hello, I am working on the new Genesys Cloud <> ServiceNow Integration and I am interested in controlling the reject reason experience. When the User presses "Reject" on the Alerting Inbox, I do NOT want the Reject Reason Modal to pop. I have not fou...
