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
Forum Posts
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...
Show Notification Setup topic disable
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...
Resolved! Time Out Abandoned VA Conversations - what tables are actually being looked at?
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...
Resolved! Reporting on user inputs in Virtual Agent
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...
Intent Discovery not adding some intents to models
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...
Flow not working on decision utility
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 ...
Resolved! Virtual Agent Profanity
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...
Agent chat: profanity filter notifications not working
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
Resolved! How to change the agent status in agent workspace
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 ?
