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
Hello,Whenever the user attempts to reply in Agent Workspace chat, an error popup [Internal Server Error (500)] appears each time. Although the message is successfully delivered, the error message continues to show up. How can I resolve this issue?
My customer has their own developed chatbot. They want to transfer the live agent if the chatbot cannot handle the question from user. How can we integrate the chatbot to Servicenow?
We are about to start Live agent for our Service Desk. The topic block is set so that where no agents are available the topic closes and the user gets the message that can be seen in "no agents available - transfer to live agent topic" attached image...
Agents setup chat settings as below but Inbox desktop notification is not popup, but the notification is in the desktop notification history. This issues are both Chrome and Edge. But during the chat, agents get conversation desktop notification pop...
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...
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...