The Virtual Agent Dashboard has a metric of topic completion based on whether the "End" node was reached. The problem here is we often have pathways through a topic that need to transfer to an agent (intentionally) - and even though that may well be ...
Before I log a Hi ticket for this I wanted to see if anyone here had some ideas. In a couple of conversations we have the user is directed through a knowledge search along with some other deflections before being allowed through to an agent. When the...
Hi, when clicking a link in Virtual Agent to display a ticket the portal is opening in a new tab with the details of the incident. A new VA chat is opening in that tab. Now there are 2 VA chats going on in both tabs. The original one with the link...
I've been working on setting up Agent Workspace Chat in ServiceNow and I am using the "Greeting Topic" in Virtual Agent to gather some information from the user that I would like to pass to a Live Agent. From what I can tell the chat "Context" are wh...
I am looking for an explanantion as to how end-to-end VA conversation gets saved to Interaction record. Context - I have seen many requirements where custom fields in interaction record needs to be populated, all solutions are via scripts(gliderecord...
Can I change the name of virtual agent "Now virtual agent" which comes up in MS teams when user initiates a new chat with virtual agent?PFA the image. Thanks Bharat.
Hi all,I'm having a strange issue with our instance of Virtual Agency. For some reason, when someone types a phrase containing the word 'conversation', it forces the Closing Conversation setup topic to run and ends the conversation.We are using a dup...
Interaction created from chat has no short description, any idea why they are created blank and did anyone add info that helps agents to understand better before accepting the chat ?@WillWitten any thoughts ?
I'm trying to find a way to delete or hide the "X" End Conversation button, because when the consumer clicks this button, it ends up ending the interaction and the status automatically changes to Closed Complete status.Another problem has been the At...
How to check Live agent available for a particular queueIf available I want to show them static choices to 1. raise a new question 2. Create HR Request 3. Chat with Live agent and if not available I want to exclude chat with Live agent choice How can...
I have several queues in AWA but if an agent wants to transfer between queues the customer will see the initial agent response message displayed in the chat on each transfer. Is there anyway to stop the initial agent response message from showing fo...
Is there an OOTB solution to show an announcement when someone opens the Virtual Agent? For instance, someone opens the VA and a splash page opens to announce a current outage. The user clicks off the announcement and proceeds to the VA welcome. I...
Dear all, We want to customize a set of search logic in AI Search for Virtual Agent.Here are a few scenarios:1. For different employees, the articles they find have different focuses: for example, IT personnel have a higher probability of finding IT-...
Hi,I have a Virtual Agent topic related to a single NLU intent. Can anyone help me understand if common typos or misspells are automatically corrected by the NLU or should I be adding them to the Vocabulary for a better match? Also, a second question...
Conversation history of IT portal should not be visible on HR Portal(ESC) and vice versa. I know we can restrict the Topics from being available on any portal but how to restrict ongoing conversation and conversation history from appearing on another...