How Many Times Knowledge Article Viewed via VA
Hello everyone, Are metrics captured for how many times a knowledge article is viewed from Virtual Agent, i. e. where a knowledge article is presented to a user through VA and they click on it?
Forum Posts
Syncing Prod and Non-Prod NLU Models
Hello everyone, Whenever I transfer a model from one instance to another (using update sets and the "Add To Update Set" utility), it doesn't transfer as I expect. Let's assume that both prod and non-prod are identical. If I delete an intent from non-...
Need help with understanding entities in NLU
Hey everyone, I am new at NLU implementation. I am struggling to understand the topic of entity in NLU model. Please if someone can provide with examples to understand Entity topic it would be helpful. Also i not able to understand how does entity he...
Resolved! How to populate the assignment group when creating an incident through VA?
This is my create request/incident script: (function execute() { var caller = vaInputs.caller; var short_desc = vaInputs.short_description; var urgency = vaInputs.urgency; var desc = vaInputs.description; var cmdb_ci = vaInputs.cm...
Populate an incident's Assignment Group from a Virtual Agent Topic Block
This was solved by updating our copy of the Create Incident Topic Block to:1. add an assignment_group Reference field in the "Start" step,2. add a Lookup utility, then a Record Action utility after the incident is created,3. Then, reference the Assig...
Resolved! What is needed after deprecating Topic Blocks Request Catalog Item / Search Catalog
Hi Guys,We are now in the Washington release. As per the Production Doc, the topic blocks: Request Catalog Item / Search Catalog Item are deprecated. So I inactivated those topics but I would still like our users to be able to search for catalog item...
How to add a short description on the knowledge base card.
Hi All, I want to add short description on the knowledge base card.I've already added it in the description, but it's not showing up on the csm portal.
How do we know the number of Virtual Agent requests that are resolved by virtual agent itself?
Hello, Is there any report to show how many of the virtual agent chats are actually solved by virtual agent itself without any help from people? For example, when an user asks something through virtual agent, and virtual agent gives the answer and th...
Servicenow RPA Hub
Another user 'XYZ\abhishek.k' was already logged on to this computer. Job was canceled.above error facing while running the unattended bot
Virtual agent Proactive triggers working only in Incognito mode
Hi Experts, We are facing issue that Virtual agent Proactive triggers are working only in Incognito mode only and not it normal browser,Is anyone else facing the same issue? Please do let us know. Thanks,Anu
Offer chat if no agents are available - possible within ServiceNow?
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...
Calculated Dictionary Entry
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_...
Resolved! Hiding Agents last Name on Virtual Agent
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 ...
Genesys Cloud Digital Bot to Service now Virtual Bot Integration
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...
NLU Workbench page not found error
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...
