I have created a service channel for custom case table and configured the queue for assignment group. when a new case is created in target table is going through the channel and assignment rule. But getting auto rejected by the user, though the user ...
Hi Community, I’m trying to build a Virtual Agent topic using VA Designer (Xanadu version) that helps users retrieve incident records created or updated in a specific timeframe.Here’s what I want the bot to do:Ask the user how far back they want to l...
When using AI for writing, we often encounter issues where the generated content feels too stiff. So, how can we optimize the workflow for using AI to generate content?
Hi Team,The Connect sidebar displays a notification showing 1 unread message, but the conversation does not open or load.No related records are found in the sys_cs_collab_member table for the user.Issue persists after clearing cache, impersonating th...
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...
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...
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 ...