Unable to handover virtual agent chat to live agent (Now Assist for HRSD)

[anurampalli]

Good afternoon!

I completed the Now Assist for HRSD essentials course.

I did this as part of implementing Virtual Agent to Live agent chat handoff. 

Ironically, all the labs worked for me on the student instance as well as demo instance except the VA to Live agent handoff.

I don't have access to the student lab instance anymore but I am still struggling to hand off the chat to a life agent logged into HR Agent workspace and set their status to available in the inbox.

I also checked the advanced work assignment service channels, queues, assignment rules and presence states. Everything is out of the box but properly configured. I granted roles the following roles to HR Tier1 group and HR group.

awa_agent 

interaction_agent 

sn_hr_core.basic 

workspace_user 

I have the following plugins installed on demo instance as per the on-demand course hands-on lab instruction:

 Now Assist for HRSD [sn_hr_gen_ai]
 HR Service Delivery Virtual Agent Conversations [com.sn_hr_virtual_agent]
 Now Assist Admin Console [sn_nowassist_admin]
 Agent Workspace for HR Case Management [com.sn_hr_agent_ws]
 Now Assist in AI Search [sn_ais_assist]
 Career Conversations [sn_egd_act]
 Skills Intelligence [sn_skills_int]
 Now Assist in Virtual Agent [sn_nowassist_va]
 Now Assist in Virtual Agent Designer [sn_vad_genai]
 Now Assist in Knowledge Management [sn_km_gen_ai]
 Knowledge Capabilities in UI Builder [sn_km_uib]
 Chat Summarization for Virtual Agent [sn_chat_summary]
 Catalog Conversational Coverage [sn_catalog_con_cov]
 Now Assist in Conversational Catalog Request [sn_now_assist_cr]
 Omni-Experience Standard Feature Set [sn_oe_sfs]
 Enterprise Service Management Integrations Framework [sn_hr_integr_fw]
 HR Service Delivery Advanced Integration with Oracle HCM [sn_hr_oracle_adv]
 Human Resources Scoped App: Core [com.sn_hr_core]
 Glide Virtual Agent [com.glide.cs.chatbot]
 Advanced Work Assignment for HRSD [com.sn_hr_awa]
 Sensitive Data Handling [com.glide.sensitive_data_handling]
 Glide Conversation Generative AI [com.glide.sensitive_data_handling]
 Human Resources Scoped App: Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent]
 Human Resources Scoped App: Employee Relations [com.sn_hr_employee_relations]
 Human Resources Scoped App: Employee Journeys - Parental Leave of Absence
[com.sn_hr_parental_journey]
 Advanced work assignment [com.glide.awa]
 AI Search Semantic Controller [com.glide.ais.semantic_search]

Clicking on Lifeagent support ends the conversation with the "no agents available" message (Screenshot attached.

I also tried duplicating the Virtual Agent and adding parameters like liveagent_application as 'hr'
liveagent_esc_pre_chat_category as 'General HR Inquiry'
liveagent_hr_topic_id as 'cdb3a98373011300b1b7e9c54cf6a787'
etc
as per the advanced condition on the OOTB 'HR Chat' queue (QUE00028).

No luck.

I am at sea - what am I missing? Any system properties? I am sure it is pretty obvious, but I don't see it 🙂

Any help or instructions much appreciated,

thank you and best regards

Anu

[GlideFather]

Hi @anurampalli,

this is from a PDI, client instance, test or prod??

When you want to handover to an agent, they must be logged in and marked active in Workspace, perhaps you will need a colleague or impersonate another user in incognito/secondary browser..

There must be at least one user matching the AWA query and being available to accept that chat from Workspace:

Is there any agent matching AWA query available and still couldn't be redirected to? Let me knpw

[anurampalli]

hi

I tried both on Demo instance as well as personal developer instance. I logged in as Tammie, HR Tier 1 agent and selected the status as available in one window and in a Secret (this being edge) I logged in as myself and tried to initiate a conversation with a live agent. 

I feel like I need to point the VA to the right queue but exactly how to do that I am missing.

Thanks for reaching out. Are there some changes I need to do in the virtual agent topic block where I need to point to the OOTB Queue for HR Chat?

Thanks in advance!

[Dr Atul G- LNG]

Hi @anurampalli 

1st – Please check whether you have configured the live agent queue property properly.

2nd – If the above step is done correctly, then check whether the agent is online or not, as suggested in the guide.

3rd – Check if the queue has the correct working hours mentioned, such as 9–5 or similar timing.

Also, confirm if any skill has been configured.

Also is agent has  right role to see case and having access of queue?

These are the few points we have.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0862531

[anurampalli]

Hi Dr. Atul

I tried to follow the instructions in the KB Article (KP0862531), but the images aren't displayed. Also, I can't figure out step 5.

1. Go to /sp_portal_list.do
2. Add the Chat Queue column.
3. Double-click on the cell and add the respective Queue (shown in the following image)
   
   
4. Go to sys_cs_live_agent_setup.do
5. Under HR Fulfiller UI, select Connect.
6. For /esc portal, under HR Queue, add the chat queue name (same as step 3).
7. Do the same for ITSM Fulfiller UI for /sp portal.
8. Under Global Fulfiller UI, select Connect.
9. Provide a Global Queue. It could be one of the previously mentioned queues or a separate queue. 
   Without the global queue, the Live Chat will not work as expected. See the following image. 

Also, I selected the schedule as 24 / 7 (even though default is 24/7, I explicitly selected it).

The Assignment Rule is 'Most available'. I haven't tried skill-based routing. Once 'Most Available' works, I will explore skill-based routing.

Yes, the agent has all the four roles (awa_agent, interaction_agent, sn_hr_core.basic, and workspace_user ).

Thank you so much for reaching out, 

Best

Anu