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...
In Advanced Work Assignment (AWA), enable 'Enforce Skill Matching' and 'Enforce Mandatory Skills' in the AWA queue to ensure that tasks are assigned only to agents in the group who have the 'IT' skill."example:If a group have 5 persons and only two p...
Hi I have been trying to explore functionality around sidebar discussion. I want to understand is it OOB feature if a user is mentioned in the sidebar discussion , will the user be automatically added to the participant. If yes, then i don't see tha...
What would prevent a survey from being presented after completing a chat? I want to reuse our same incident survey after the closure of an agent chat, but it's not selectable under Advanced Work Assignment > Queues > Chat > Post Chat Survey. I recrea...
I am trying to configure Service Now live Agent chat, but I am constantly getting the following error There are no agents available at the moment. Please try again later.Screenshot -> I installed the advanced work assignment plugin, and configured ...
Setting up Advanced work assignment - Created a new service channelCreated a new queueCreated the Assignment rule and specified the group.Made sure that the presence setting for 'Available' includes my new service channel. When I go to the Adminstrat...