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PA: Breakdown creation

Hi Team , The way I imagine the breakdown is by leveraging the location hierarchy that is currently setup.For Instance, a user is linked to a location (location type should be Site), itself linked to a parent location with the type Country, itself li...

pramn_0-1755591854301.png
pramn by Kilo Sage
  • 279 Views
  • 1 replies
  • 0 helpfuls

Resolved! Creating Indicator

I want to create an indicator named "Response SLA%"The purpose of the indicator is to show the average of met Response SLA's.Average of met Response SLA's is measured daily as unit %.How can we create indicators ?

Virtual Agent Callback feature

I need solution for below scenario..When no Live Agent is available Virtual Agent User should be able to schedule call or chat back  in their preferred time. How to configure and enable these feature in VA?

snehalataka by Tera Contributor
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  • 5 replies
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Virtual agents

I have received incident related to virtual agent, reported 4 issues as below, need to help to-find cause of it1- chat came in at 14th second (this cane on 27th sec) tye timer should be 60 sec 2- sometimes no notification on the chat 3- sometimes the...

Virtual Agent Callback feature

I need solution for below scenario..When no Live Agent is available Virtual Agent User should be able to schedule call or chat back  in their preferred time. How to configure and enable these feature in VA?Note- I know about the "Schedule callback" o...

surabhigupt by Tera Contributor
  • 845 Views
  • 5 replies
  • 0 helpfuls

Case report with SLA breach

Hello!I've been looking into reporting within ServiceNow, and I'm not seeing an option that I need. Is it possible to have a simple case report list that has a column for SLA breach (true/false) that I can set for a specific customer/account?Thank yo...