Virtual agent survey trigger

pawlak_poz1 · ‎11-28-2019

Hello There!

A very short question.

I am observing that survey at the end of VA's conversation is being sent somehow randomly.

However this survey has nothing to do with the survey module of serivcenow.

There is a dedicated, heavily scripted topic to be used for surveys.

I have no clue how to find a place which tells about this survey trioggering and participants selection.

Can anyone help, please?

Mark Roethof · ‎11-28-2019

Hi there,

What exactly are you looking for concerning the Virtual Agent survey topic? Where do you need info / help on?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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pawlak_poz1 · ‎11-28-2019

Thanks for prompt feedback.

In nutshell I just want to control when the survey is triggered. From my observations it's not for every conversation and I don't know the rule behind.

Mark Roethof · ‎11-28-2019

Hmmm I have to simulate this and look into the code of the Topic. Myself I'm not experiencing this behavior and I think it's always shown on our environment.

This is also not described in https://docs.servicenow.com/bundle/newyork-performance-analytics-and-reporting/page/administer/virtu...