Hello everyone, If I need to run several queries on a table, can I use one GlideRecord object? For example, if I wanted to run a query to find information in sys_user_group for two different records ... do I need two GlideRecord objects, or can I cre...
Is there a way to fetch the Topics by which the Survey is triggered in the Virtual Agent Survey? We need the survey feedback details across the topics
I am looking for a way to track successful topics in Virtual Agent / MS Teams. Currently, the 'Anything else' topic asks if the Virtual Agent provided the correct information the user was looking for. A script in the 'Anything else' topic adds a plu...
Hi , I have below instance on Orlando which has END Conversation button active and its working while on other instance which is on NEW YORK, i dont find this button, any clue or you faced this previously. @Mark Roethof
Hello, We've noticed that after the Rome upgrade, the VA UI is allowing users to type emojis. How does this work with NLU? Are emojis being recognized when typing phrases? Can this be disabled? Appreciate any information on this new feature.
Hi All, I need your help to know the possible ways to monitor the agent queue, users waiting for the agent acceptances. How many chat requests are abandoned by the agent and how many agents are available or busy with other customers. Overall view of ...
Hello, This morning I've noticed about a dozen records in the sys_cs_topic table with names starting with _PRVW__ What are these records? The only thing that has changed since Friday is our sys admin installed the "Add To Update Set" utility. Is ther...
Hi Guys, I have a requirement to add a Back button at the end of the topic list. So when a user reaches the end of the topic list, there is an option to click back: I created a small topic: For some reason when I use the Back option and then a...
I have a field called "Watcher" from create a incident topic. So, I have added "Reference Choice" as input and I can select only one user at a time. But I want to selete multiple user's from the list and update in the incident record. I have follow...
Hi everyone, is anyone know why on my agent workspace there is no 'Online' choice? I already put the user with role awa_agent and the user's group has already in chat queue. Can someone help this issue? thanks
What is the best way to troubleshoot Virtual Agent topics. I entered close incident in the chat and I received an error. I want to know if there is something that I may have configured wrong. I do not have NLU enabled. Also I'm not sure if certai...
Hi, I have created a virtual agent designer flow which connects to a live agent based on the user input. My question is: Is it possible to make the control return to the calling designer flow after speaking with the live agent and the interaction rec...
I have one customer record producer with variables as Requested for(reference), category(select box), subcategory (select box), item( select box), short desc(single line text), desc (html) . I want to create topic "Create incident", after clicking o...
Hi, How to move live chat session to other online agent or disconnect live chat session? I found that the agent can't accept live chat within time but the end user chat still display "Routing you to a live agent..."
Hi, As we move towards integrating the Virtual Agent with MS Teams and expanding that channel I'm looking for a max capacity of the Virtual Agent. Is there a limit to the total number of concurrent conversations that can be happening with the Virtua...