We are facing some issues with Conversational Analytics dashboard reports so I am trying to determine few statistical counts of virtual agent chat usage - daily count of total chats initiated, virtual agent only chats, virtual agent + live agent chat...
Located in Custom Greetings and Setup -> Setup Topics I have both the Search Fallback Topic and AI Search Fallback configured. Can anyone explain the difference between these 2 and should I only have 1 of these configured or how do I control which on...
Hi All, We have client requirement to route chat on the basis of VA topic. We have different agents for different areas. Please help me what changes i need to do in topic level and work assignment group. I have created different Queue but not sure H...
We have fully built out our Virtual Agent with NLU. However, the training and publishing are not being captured in an update set. We have to manually re-train in each instance. Anyone else run into this?
Has anyone ever tried to add a 'None of the Above' option to the Virtual Agent Reference Choice user input control. We are showing the user a list of applications (from cmdb_ci_appl) based on a search term they have just used and ideally need a 'None...
Hello Community, we have a static choice user input node that has 11 items for user to pick from. When displaying the static choice VA only shows up to 10 items, and then says "Show more..." (screenshots included below). We'd like to be able to modif...
Hello, We have a requirement to add a button "Transfer to Live Agent" after "Show Me Everything" button as shown in below screen shot. Please let me know if there is a way to do it. Regards, Venkata Satish
Hi, I'm facing an error in the virtual agent for certain user inputs/utterances only, due to which bot is giving the general message that is configured under general settings 'Error Topic'. On checking the system logs, found the below error logged : ...
Hello everyone, whenever I click the 'show me everything' button in the virtual agent chat, it shows all topics and also some, but not all, setup topics. I don't understand why it shows setup topics at all, they should not be presented in 'show my ev...
When I specify a Search Context that has > 1 Resource Configurations in a Contextual Search utility, only knowledge records are returned. To reproduce: 1. Create a new Search Context and choose 'Catalog only' for the searcher. Configure Contextual Se...
Hello, now that we are in Paris and have the interactions record, we noticed that the Transcript field is not defaulted as per the image on docs. Is there a security/access constraint that forbids this useful field from appearing by default? Below i...
Hi, How can i route live agent to different group when iam using AWA. 1.I created two topics for live agent support:one for HR portal and other for IT portal 2.in above topics i have passed specific sys_id from awa_queue(two queues i created ,one for...
Hello, Speaking from a Help Desk position at my company, we're looking at implementing a chatbot for our environment that allows users to look at open tickets and/or create a new ticket based on the question/issue they are experiencing. Ideally we'd...
Hello, I am new here and have little experience with VA's. What I would like to do is the following: I would like to grab the initial input given by the user of the VA and use this input later as a description in an incident. The input given here ...
Hello, is there any way of automatic population of utterances, in case we can hundreds of lines to be fed for a topic, can we use API to create them via script or import. Thanks,
