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
In my learning website, Im doing the course Virtual Agent Simulator so, Im in this step: Create a simple entity for internet Create a new simple entity named internetIn an utterance, select a given word that you want to define as a simple entity B...
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...
In Virtual agent designer, testing side. Virtual agent in portal, I've checked the flow also, its working perfectly. but, in the portal side after creating case it shows an error that " I'm having technical issues....". Please help me to solve it
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...
Hi, In a Virtual Agent flow with a static choice list, is it possible to link one of the choices to open a link in the same/new tab? In the example, if the user selects 'I am having an issue', can I redirect the user to a Catalogue item within Servic...
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, I can't create Intent, this is what I see (I am admin): It is also shown this error message: "Intent Confidence Threshold should be 0-1". So I tried to modify that value as in the print below, but nothing changed: Could you help me please? It'...
Hi Experts, Is there any way to initiate the Live chat on button clicking ? Already Virtual agent has been configured on portal and now the requirement is on particular form button in portal Live agent chat should start. Can someone please suggest h...
Dear all, Our company would like to know how to dynamically translate the content of Virtual Agent. For example, the content displayed by Virtual Agent is German at the beginning, and the user can click the small button next to the text to transla...
