Dear all, I want to know if it's possible to obtain the variables from the requested item (in sc_req_item.list) in Virtual Agent. The information I want to get is as follows: I can't find them in Virtual Agent. Thanks a lot.
Hello Experts.In Collaboration module there is Custom Greetings and setup: when I click it I can see that there is Default chat experience set as current VA. Where can I change so when I'll create my own Custom Greeting and Setup it will be used in V...
I have a requirement to restrict VA Topics in the ME Teams Now Agent app to only show CSM topics. Today, all topics appear in the list of available topics. How do I restrict the list of topics in MS Teams without impacting its visibility on portals?
Is there a way to block certain words from hitting an intent? Let's say I have two printer topics, and want to ensure that any inputs for 'brand a' don't hit the 'brand b' topic. Generally speaking, the confidence is strong enough to see that mention...
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...
Hey guys, One of the OOTB topics has this line: var userInfo = new sn_itsm_va.ItsmVaHelper().getRTEFormattedInstructions(gs.getMessage I'd like more information on this, specifically the getRTEFFormattedInstructions method. I've searched, but can'...
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
