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Advance work assignment Queue routing preference

HiI have created a queue for and added 2 assignment eligibility .One is eligible at 0 other is eligible at 30.When both agents are available, I am expecting the chat getting routed to the first assignment group (where eligible at 0) but it is getting...

neethu4 by Giga Expert
  • 313 Views
  • 1 replies
  • 0 helpfuls

Can the va_link syntax be disabled?

To my understanding, the va_link syntax was added to capture click metrics. However, we train the users over and over again to hover over and verify the URL before clicking. We also pay a third-party company to send emails, chats, and sms messages to...

Virtual Agent Error Handling Message not working

I am running into an error with my virtual agent error handling message. The error message is conditionally appearing based on what you enter. For example, if I ask it to "cook dinner," it will reply with the error handling message. If I ask it to "m...

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alana1 by Tera Contributor
  • 697 Views
  • 1 replies
  • 0 helpfuls

ServiceNow Issue Reporting Topic

Hello all, I am currently working on a 'Report ServiceNow Problem' Virtual Agent topic and wondering if anyone has done this or if I am forgetting something important. Right now, the two variables I have setup up is to pull the node information and t...

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johndoh by Mega Sage
  • 620 Views
  • 3 replies
  • 0 helpfuls