HiI've learned that Genesys Web Chat offers a feature called Action Maps, which if setup in a certain way, will allow users to ask a question to a "real person", even if the team are offline. The message will get added to a queue for the team to resp...
Hi,Can someone please explain where I am going wrong on the below calculated script that I am entering in the Dictionary Entry:- (function calculatedFieldValue(current) { var manager = new GlideRecord('u_employee_number'); manager.addQuery('u_...
When the end user is connected with a live agent, it displays both first and last name. We would like it to only display the live agents first name. I have found the option where to show the agents name under Chat Setup, however it does not have ...
Hi Team, We are trying to Integrate the Genesys Digital Messaging Bot with Service now VA Bot. Once we establish the Integration Genesys expects the Bot information in JSON Format which contains, Bot list, Version, Intents, utterence and slots etc s...
Hi, We get a strange 'Page not found' for the nlu-workbench.do error when trying to publish a new NLU model on our environment. Does anyone know how we can publish our NLU model or resolve this error? If it helps, we have the latest version (7.0...
Hi SNC, How can I disable the Show Notification Setup topic for Virtual Agent? Some details: This topic isn't available in the Virtual Agent Designer to disable it. When you check the Setup Topics Model NL NLU model, there is an intent called #Show...
Could someone clarify exactly what this scheduled job is looking at to determine that a conversation has been abandoned? I just want to ensure that we understand how this works and it would be helpful to know what tables it is looking at to determin...
Hi all, Does anyone know of a way to report on user inputs within Virtual Agent? We would like to do some trend analysis on certain user inputs (e.g. seeing how many people clicked 'Yes' and how many clicked 'No' on a certain user input). I am aware...
Hi,We're in the process of setting up NLU for AI Search with a view to implementing Virtual Assistant in the future.At the moment, we're stuck on Intent Discovery which will:add some intents to models, but not allreturns intents without utteranceswon...
I am trying to create a simple flow that the Yes branch from a decision utility comes to the next question. When I test it, it follows the No branch and I am not able to determine why. I am not sure how to troubleshoot the issue. Any thoughts from ...
Does anyone know how can i exclude a work from profanity list. Somehow it is taking word public also as a flagged word if sent by live agent to customer. We need to remove public word from profanity list and mark it allowed. I tried creating a new re...
Hi All, when agent uses 3 profane words, line manager should receive notifications instead of chat manager informing the same.but this is not currently happening, please help. Thanks,Anu
Hi Experts, Is there any way to logout from the agent workspace , if agent is not available or away ? Without any admin role is it feasible by any other roles ?
It looks like record producers create a related record for the interaction table, however requests do not get related to the interaction.
Dear all, I want to add a login for the $sn-va-web-client-app.do - for a particular topic. I tried to make the $sn-va-web-client-app.do as private there are two issues with this approach:1. All the topics(Even public topics) are navigated to login pa...
