Are there any options to alter notifications that go to chat agents? We have some that claim they miss the notifications or don't hear it, if they are RDPing into someone's server during it. Are there any options oob to customize how frequent/loud no...
Hi,I have configured the HR Live chat using advanced work assignment. I see everything is working fine but in the chat window there is an extra message which shows the duration (check the screenshot). I'm not sure what exactly this duration is. Can ...
Can someone please help me understand if we can customize and add any more details in the agent chat inbox message popup?Like in the given screenshot, can we add the assignment group also or maybe any other detail?
How to escalate an incident to the Live Agent if the incident is not resolved within the SLA time in the PDI
Hi all, I am in the process of working with my Service Desk to implement Agent Chat in SOW, and was wondering if anyone has taken the time to set up any great “Response Templates” that they would be willing to share with the group so that we don't h...
Hi We have Agent chat setup and have timeout settings for when work items will time out. We have this set to 3 mins. The issue we want to solve is:When an agent is in the available state but is unable to answer the live chat offer in time the user r...
Hi Community, I have one case, In which when TL is trying to transfer live chat to his team member, but unable to transfer.The "Transfer" option is read only. Team member is available and he does not have any pending chats with him. Only TL is unable...
Our HR agents have been using Connect Support for years to facilitate chat support for our employees. In Connect Support, when a chat was promoted to a case, the case number was automatically sent to the employee in the chat. We're now migrating to H...
How to disable search on the virtual agent. I could not find 'Allow free text input' OR 'Enable Free Form' option on the Virtual Agent Designer. I did not find any settings on the topic to disable it. Request any inputs.
Hi,What are the prerequisites to set up Language detection in VA?I have Virtual Agent Language Detection and Translation plugin enabled and active. I have Dynamic Translation enabled but not Dynamic Translation for Virtual Agent Do I need to make any...
I have been testing the out of box topics for ITSM and they do not appear to be working correctly. For example, Check IT Ticket Status does not allow me to add a comment. Similarly, Add Comment to Incident does not even save without errors for me to ...
I have configured everything as per the ServiceNow document. 1) Made changes to the service channel2) created queues3) created assignment group - and roles have been given to the group tagged.4) Works perfectly fine with the PDI, but not in the clie...
Dear guys,I would like to know the purpose of the Label History-related list in the Modules.Could you please let me know your idea?Please refer to the screenshot below.Thanks and Regards,
Hi all, We are using Next Experience in Japanese. But, we've noticed that sidebar notifications are not translated to the local language.Has anyone else faced the same issue? If there is a way to translate these notifications, any advice would be app...
My requirement is to display the live chat wstimated wait time and if wait time is greater than 30 minutes display the following notice “Looks like your wait time is more than 30 minutes, click here if you’d like to log a request instead” Add the HR...
