This page provides the description of new features and improvements in Virtual agent for IT Service Desk. To view the complete list of the product changes, see the Version 2020.15 page.
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Application available in the ServiceNow Marketplace
Our application is available in the ServiceNow Marketplace! Virtual Agent for IT Service Desk has passed the certification criteria, including security and performance checking. Now you can install the app (or request the trial), so our Virtual Agent for IT Service Desk can help you quickly obtain information, make decisions, and get things done.
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To install the application, go to Marketplace. |
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Agent transfer
To enable the transfer of a conversation to agents, you must install and configure the Connect Support application. This is a real-time messaging tool that enables support agents to communicate and help users. There are just a few steps to get this app up and running: install the app, create a queue, assign its sys_id to the snow_chat_queue parameter in Konverso Kbot for Snow virtual agent.
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For more information on the configuration procedure, see the Setting up Live Chat page. |
Debugging
There are 2 debugging levels: standard (ServiceNow system logs are used) and advanced (ServiceNow system logs are enriched with information from the virtual agent). To enable the advanced debugging level, go to the Debug section of the app and select the checkbox.
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The beginning of the operator session
The creation of the "chat" object
Joining the session by a user
Conversation messages
The closing of the operator session
Token and Profile Group mapping
A user token is valid only for a short period of time. When the token gets expired, the conversation with an operator ends. To make sure it does not happen, tokens must be stored. We created the x_konve_kbot_test_relationship table for this purpose. This approach improves the user security and stabilizes sessions.
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kbot_host: a valid URL of the related Kbot instance. The common format is https://tenant.konverso.ai.kbot_conversation_id: an integer identifier of a given conversation within thekbot_hostinstance.Kbot_token: an encrypted (password2) Kbot token of the user who has initiated a conversation in the live chat. This token is used to send back the agents' replies.Live_group: thelive_group_profileobject that represents a given agent’s transfer conversations.
ServiceNow reports
We keep enhancing the existing reports and creating new ones to provide you with the most relevant data and useful tools.
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