Hello , Can somebody help me to understand how does manager set the agent status to offline when he has logged out ?I have activated the scheduled job AWA - Set Inactive Agents Offline , but how do i test it . From where and how does the manager set...
I noticed this awhile back but kind of need to figure out where this went. There used to be a toggle on the input components to use the NLU. This was helpful for the Choice and Boolean components.I would share what it looked like but since it is not ...
When users just leave the VA chat, VA closes that chat after 2-hours. It sends a message to the user at that time. This is not an issue for web portal chats, we have Teams integrated and the chats coming from Teams is where the "noise" comes from. An...
Hi, why chat header name is not visible completely, is there any property is set the length or size.
Hey guys,I'm stuck on the last task.The task is to test the NLU model to see if the 'InternetIssues' intent is returned with a confidence threshold of 80%. However, I'm only getting a 60% confidence threshold. How can I improve it to reach 80%?Thanks...
The 'Show me everything' topic picker, which is intended to appear in the Virtual Agent greeting message, is not consistently displaying for users who initiate a new conversation within an existing, active session. Specifically:Expected Behaviour: Wh...
Issue Summary:Virtual Agent bots for SP and ESC portals are reflecting the same message when chatted simultaneously, and history is being shared between the two bots.Steps to Reproduce:1. Configure two Virtual Agent bots for SP and ESC portals with d...
Is it possible to modify the name (f
Hey Everyone,I need some help for the below mentioned issue.If an user search for " I need a laptop" the relevant results should be based on "laptop", but I'm getting some irrelevant results based on the "need". How can we achieve this ? How can we g...
As the title states, I have replaced the virtual agent icon following the steps for changing the icon for agent chat detailed in this article. The image below is what I am seeing along with the code I am using to set it in the portal theme -> CSS Inc...
Good day fellow ServiceNow Enthusiasts Our client is seeking assistance to setup their Virtual Agent Lite. Their requirement is that the chat bot should provide a KB Article being asked during the chat conversation. However upon checking the Search K...
Hi,I have craeted 6 queues based on user language. My requirement is when an eng user opens Chat window, only it should route to available Eng agent. even the other language agents avilable, it should show no agents available.but it is not working in...
I have created a topic, and I got some information from the user via email. and I want to send an email to it. I used the utility "action" but am still not able to send the notification.Can anyone help me on that?
I have a model that has been successfully trained and published.When I attempt to 'Try model' and Enter an utterance to test - I get the following error:Exception caught in the predict call - reason: {"status":"failure","exception":"sn_ml.MLServiceUt...
Spoiler SpoilerHi Team, sys_cs_live_agent_setup - In this table we have Transfer messageNo Agents Available messageCurrently i have added english text "please wait while connect agent" and "no agent available" respectively.i would like to show that ...