Hi all, Here's the widget called "Request Help Channels" and after click "Chat" it will show a new Virtual Agent with a new topic conversation: There are two questions from my side: 1. Where does the topic of this new VA come from? Can I find it in ...
Hi, all!We are trying to consolidate multiple Service Portals into an Employee Center. Now, each service portals have individual virtual agent flow by using chat experience, that is, we set each conditions below:Service Portal A: Portal is [suffix A]...
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?
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-...
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...
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...
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...
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...
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.
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...
Another user 'XYZ\abhishek.k' was already logged on to this computer. Job was canceled.above error facing while running the unattended bot
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
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 ...
