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...
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...
Quick question... Does the fallback topic need an intent?
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, I have noticed that when you react to a Virtual agent message on teams, it gets confuse and throws I'm having technical issues and wont be able to continue this conversation. Example if you react to a message with a like it sends this ...
Here is the situation I am running into during testing When a customer starts a Live Chat the agent gets the interaction card with a Reject or Accept button with a 2-minute timeout. We have it configured to allow a Reject reason of Busy to be reassig...
We have 2 ServiceNow bot profiles and 2 brandings and 2 profiles of servicenow Virtual Agent.Both VA's are accessed via public page redirect links from href button on 2 seperate external client websites. **Both work fine as expected till the time th...
Hi All,I've created a context variable and was trying to set the value in it while initiating the live agent so that I can use the context variable value in the AWAs service channels conditions, but I'm facing an issue hereContext variable:Name: live...
Hi all, I work for a global organisation, 17,000+ employees across 35 countries and considering making use of Dynamic Translation. The only issues is that the recommended third party translators (IBM, Microsoft & Google) charge based on volume. I d...
I hope I word this so it makes sense!I am working on Issue Auto Resolution and one of the requirements is to add the IMS number to the incident record when the topic did not resolve the issue for the user. I am struggling to figure out where to updat...
Hi AllI am trying get a Business rule to execute when a new catalog item is submitted with an attachment, but it does work. The problem I am trying to solve is to restrict the viewing of any attachments on a RITM, if the catalog item has an attribute...
We have a SharePoint Online environment access is controlled by Azure AD. There is a team creating KB articles with the SharePoint Online link in the article, when search presents the KB to the user, they will click on the link. Since ServiceNow VA i...
Hello Everyone,I am getting an error while creating intent in NLU Model even though i have installed and updated all require plugins but still i am getting error "Some features may not be available because the connection to NLU Service is not availa...