Missed Agent Chat - Create Incident Ticket
Hello,Is there a way in ServiceNow I can configure a flow (etc.) to generate an incident ticket should an agent chat be missed? Thank you!
Forum Posts
Activating walk-up experience
Anyone have decent notes on setting up "walk-up experience" in servicenow?
Agent Workspace slowness in Dynamic Translation of Chat
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...
Advanced work assignment skill
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...
Auto add participants to Sidebar discussion if mentioned in the discussion
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...
Agent Chat Survey
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...
Service now virtual Agent Chat giving There are no agents available at the moment. Please try again
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 ...
Agents not appearing in the queues I created
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...
Resolved! Incident triggered
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...
Resolved! AWA Course
Hi,Is there any course available for AWA advanced work assignment?
Attaching Knowledge articles to a user during an interaction
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 ...
How to change the Agent chat welcome messages?
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 ...
Resolved! Agent Chat without Service Operations Workspace?
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.
Change chat source to 'Chat' when opened via agent on live agent chat
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...
Which are the latest chat related products that are active now?
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?
