Hi there,
We are trying to setup IAR for HR on the Xanadu demohub environment. But one of a way, for each submitted inquiry, the system quickly forward the case to an Agent. The "bot" agent (in my case Kelvin Sanchez) set a note in the case that a agent can better support.
When i check on the AI Search profile for Issue auto resolution for hr, i found out that the system not evey tried to query for the question. I tried to test the ai profile, and all works.
Anyone have faced similar issue whereby the system just refused to query and where the bot user just within seconds forward it to an agent. Just FYI, they IAR for HR cases is active. otherwise even de demo / bot agent is not looking to the submitted case. I have as well removed the default exit criteria (critical and non EN language).
