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 ...
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 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 ...
