We have enabled DTAC last week. Agents have reported lag in translation. At times, messages received on workspace were not translated immediately. After Agents switched or refreshed window the translated messages were visible. Has anyone else experie...
In Advanced Work Assignment (AWA), enable 'Enforce Skill Matching' and 'Enforce Mandatory Skills' in the AWA queue to ensure that tasks are assigned only to agents in the group who have the 'IT' skill."example:If a group have 5 persons and only two p...
Hi I have been trying to explore functionality around sidebar discussion. I want to understand is it OOB feature if a user is mentioned in the sidebar discussion , will the user be automatically added to the participant. If yes, then i don't see tha...
What would prevent a survey from being presented after completing a chat? I want to reuse our same incident survey after the closure of an agent chat, but it's not selectable under Advanced Work Assignment > Queues > Chat > Post Chat Survey. I recrea...
I am trying to configure Service Now live Agent chat, but I am constantly getting the following error There are no agents available at the moment. Please try again later.Screenshot -> I installed the advanced work assignment plugin, and configured ...
Setting up Advanced work assignment - Created a new service channelCreated a new queueCreated the Assignment rule and specified the group.Made sure that the presence setting for 'Available' includes my new service channel. When I go to the Adminstrat...
Hi All, When any incident is triggered to a team who have only one reporting resource , Is it possible to assign the incident to that resource automatically. Can we achieve this by assignment rules. Please let me know in detail steps. Thanks & regar...
Hi,Is there any course available for AWA advanced work assignment?
Currently, when an agent is interacting with an employee through live chat in AWA with Agent Assist enabled, they can search for knowledge articles. However, when attempting to attach a knowledge article to the interaction, it prompts them to attach ...
Hi All,Now i stumbled into something strange.For our Chat functionality we configured only the CHAT agent and not the vitual agent setup. And due to opening window changes we need to change the welcome message of that agent chat.As is:When a user is ...
Is there such a thing as having Agent Chat and not having Service Operations Workspace? I've looked around and I can only come across organizations who have implemented Service Operations Workspace and then added Agent Chat to their instance.
Hi,Whenever a live agent clicks on 'Create HR Case' button and creates HR case from chat window, after the case is created the source field is set to 'Phone' which needs to set to 'Chat' when created via live agent. Can someone please help where do I...
There are chat products like sidebar, agent chat, connect chat, x chat, y chat, z chatetc......I know few are deprecated, few are replaced. Thus, wanted to know which are the latest chat related products that are active/in use now?
We are using both Virtual Agent and Live Chat, and VA hands over to LC for agents to interact with users. There are two things I am trying to solve/change. I have read through several documents and haven't been able to find a clear answer. Where can ...
Live chat, support time is 8 Am to 5 PM EDT, and exclude US public holidays, if user try to contact live agent during non-Support hours, we need to give them a message like "This is a Off hours. Agent works from 8 AM till 5 PM EDT. If anything urgent...
