H, all!! I'm trying to analyze Virtual Agent usage on the dashboard.Are there any OOTB dashboard which is shown Virtual Agent usage by Service [cmdb_ci_service]? I have to analyze it from the viewpoint of Service.I cannot find that in the Virtual Age...
Hello Everyone, I'd like to create a Small Talk topic to recognize greetings. I thought I should use the Small Talk topic type. With this type I don't have the "Resume originating topic flow" option. Without it after the Small Talk topic completes ...
Our setup topics have AI Search Fallback set to OOTB AI Search Fallback and Fallback set to custom setup topic with contextual search added. Question I have is in ootb AI Search Fallback topic AI Search has blank Search source so how does AI search ...
Hi All, As per the below screenshot, I see there are some OOB functionality where we can approve/reject RITM's in Virtual agent. But this OOB functionality is not working and giving below error Error: I'm having technical issues and won't be able to ...
Hi Community, I cloned the Set topic NLU model to add our own intent and utterances for our greetings Set up topic, I trained/tried/published the model, mapped it to the our Greetings set up topic in the VA designer, But its not working in the VA des...
Hi AllQuestionIf an agent is doing a chat and the agent looses network / VPN connectivity. Once the connection is restored for the agent is there a way to re-connect the same interaction to the agent that was working on prior to loosing connectivity...
Hi, We added NLU to our greeting topic to re-direct the user back to the greeting topic when responded with 'Hi' or 'Hello' to the greeting message. But this has lead to a new issue with some utterances that should revert to the fallback topic but...
Quick question... Does the fallback topic need an intent?
I am using Virtual Agent API to integration third party chat bot. I am able to initiate a chat with Live Agent and able to send multiple messages to the same Agent Queue but unable to receive messages back from Live Agent to third party chat bot.Belo...
Hi All,When we test a Virtual Agent topic in the designer, We see there are NLU details described in the 'Analyze Test Phase' tab, before the Variables, context, and logs. I want to leverage this intent and entity details in my code which I will writ...
We are trying to publish NLU model , but Publish button is not visible, it's greyed out . We also tried below articles but it's not working still we are not able to publish our NLU model. https://community.servicenow.com/community?id=community_ques...
Hi Guys, It's been almost 3 years since we implemented VA. Since then we have not made any major changes. Looks like things are starting to break. For example, the Fallback Topic is not working. Users are getting this message : I found some articles ...
Hi team, I would like to receive suggestions of topics that would be nice to be implemented in the Virtual agent. Right now we have, check status of tickets, pending approvals, Raise a request (catalog items), report an incident, report an issue on ...
Hi All, I added about 10 additional utterances to an NLU intent of an existing Flow and after training and publishing the model without errors it still shows in the 'draft' state. I tried publishing it again but it still shows 'draft' but active. Any...
Hi Community, is there a way I can create an incident using a record producer using script. if yes please help me. Thanks.
