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...
Where can I find a powerpoint deck that includes new features for the Yokohama release? Interested in specifically looking for new features specific to HRSD, ITSM, and Now Assist.
I have a Service Catalog item with an input field. I have Client script that I run onChange of this input field that checks input value. In order to avoid case mis-types, I am trying to convert the input value into uppercase and then checking only t...
I have configured all the components properly, like channels, queues, skills determination rules, business rules. Even can see correct skills is get associated with Interaction records in interaction_m2m_skill_list.do table but still interactions are...
Hi all When the live agent receives a notification to chat with the user, the live agent is re directed to the Agent workspace rather than Service Operation Workspace. How can we re route it to the Service Operation Workspace? Because the Agent works...
ISSUE: ISSUE: Incoming Chat Sound in workspace view, for AWA Agents Live Chat audio notifications are buzzing for 1 second instead of actual 3 sec audio file. SOLUTION PROPOSED:This is a known issue tracked under Problem record.It been noticed for c...
Hello, We have a multi domain, if for a global domain i activate the sidebar then I am able to view the discuss button only in global domain not in any other domains. How to activate it for all the domains