How to restrict the fall back topic in virtual agent?

[shaikha]

Hi all,

I am trying to restrict the fall back topic of virtual agent to 2 attempts as it recognizes two attempts it should ask do you want to connect with live agent? 

Note : We are not using the servicenow connect support or agent workspace to route to live agent support, we are providing Skype link once user say talk to live agent. 

@mark roethof will you please look into this issue, thank you so much for your quick responses. 

Thanks

Shaikha. 

[shaikha]

@Mark Roethof , Thank you so much quick reply ,how to setup glidesession variable i need help regarding that could you please help.

[Mark Roethof]

What I'm thinking of is using GlideSession:
https://developer.servicenow.com/dev.do#!/reference/api/paris/server_legacy/c_GlideSessionAPI

GlideSession, because the vaVars/vaInputs etc are not kept when switching between topics. You could use inputs/outputs on a Topic Block, though that would then only be for that specific paren Topic. There is nothing like scratchpad for example for Virtual Agent... so GlideSession is my thought to use.

Have a look at the putClientData and getClientData in the link I mentioned.

I can make an example, but that will be later today due to time.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[shaikha]

@Mark Roethof  Thank you so much.

[Mark Roethof]

So here an example with use of GlideSession.

Outcome, first 2 times the Topic goes left, 3rd time the Topic goes right. In your case, you could build the topic the you would go to a Live Agent at that point.

How did I set this up? Just tested triggering the Fallback topic 3 times in the same session:

Topic really basic for the test:

The scripting on "Get GlideSession":

(function execute() {
    
    var session = gs.getSession();
    session.putClientData('fallback_topic_count', parseInt(session.getClientData('fallback_topic_count') || 0) + 1);

    gs.info('>>> DEBUG: ' + session.getClientData('fallback_topic_count'));

})()

The scripting on the Decision Transitions (count = 3 for example, the other transition obviously uses ">" instead of "=="):

(function execute() {
    
    var session = gs.getSession();
    
    var answer = false;
    if(parseInt(session.getClientData('fallback_topic_count')) == 3) {
        answer = true;
    }

    return answer;

})()

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Eswar13]

Nice Explanation.