Has anyone figured out a way of measuring the time taken from the point a user requests to talk to a Live Agent to the moment a Live Agent connects? I can't seem to find any data like this on the out of the box Dashboards. The only data I can find is...
TL;DR: How do I stop having agents get assigned work items that do not belong to their skill, if the work item itself matches the queue condition? Hi all, I have a question with Advanced Work Assignment that I believe should be a quick fix. My issue...
Hi All, We are planning to implement auto assignment of tickets using AWA. Currently we are in Yokohoma Patch 1. Would like to know is it possible to use AWA for tickets assignments? If so, till which version AWA and Agent workspace feature will be...
I have a requirement to trigger virtual agent chat from specific page in esc portal
Right-click options are not functioning, and lookup rule backend tables not opening when we open the incident form in the native UI for the custom domain (TOP). This issue working fine for Global domain. When we Debug the console showing some errors....
Is it possible to report on how many Live Chats we have transferred to a different queue, within a service channel? We have a live chat service via the VA. If a live chat comes into the wrong queue, then an agent reassigns the chat to a different que...
Hi Team, Need to create multiple landing pages in the CSM/FSM Workspace. The landing page will invoke to the logged user based on the roles/ groups assigned to them (Admin, Manager, L2/L3 & L1). By having multiple landing pages, we can bifurcate the ...
Hi All, We have a use case of auto assignment of records to certain group of people. Assignment group is auto-populated through assignment rule. Now we are looking to auto populate the "assigned to" field using AWA.I have created two service channels...
Our Help Desk just switched over to SNOW about a month ago. I sometimes have to do the Live Chats and do not always get a sound notification for new chats. I checked my settings and they are all enabled. (See Screen shot below)I hear a very short so...
Hi all, I have a requirement to create a new AWA Service Channel specifically for hardware related Incidents. We have the existing "Incident" Service Channel from the Advanced Work Assignment for Incidents Application active and pointed to our tier 1...
We are starting to use the ServiceNow app in MS Teams.However, when the app is added to MS Teams it automatically adds a link to "go skype com" to the app in MS Teams.The link seems to be shared by the Now Virtual Agent.We would like that this link i...
Hello,I'm wondering if it's possible to clear out an agents inbox with AWA. We have many agents who prefer working on HR cases out of the regular list views, so they never click "open" any work items via their inbox, even after that HR case has close...
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!
Anyone have decent notes on setting up "walk-up experience" in servicenow?
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...
