all right let's go ahead and get started so before we dive into today's topics I just want to let you know you can always visit our new virtual agent nlu Community for content and experts there's a new bitly link there VA nlu servicenow to visit our new virtual agent engine oil Community is it is it is a new site so please pardon our dust and uh we're gonna make sure that we try to you know um provide the same experiences we did in our previous community if you're watching this from YouTube and if you like what you're seeing go ahead and click that like or subscribe button below that way you can get all our virtual Asian academies when we upload them we record and upload all our virtual agent academies uh oh another call out speaking of community we have a new separate agent chat AWA and sidebar uh Community page there's a link down there right below bitly agent chat servicenow and go ahead and check that out as well brand new great today we're going to talk about a pretty important topic you know speaking of broadly more broadly conversational interfaces and that's how to migrate from connect support to agent chat so connect support is an older product agent shot is a relatively newer product though it's been out for a while and we do recommend if you're still an agent connect support to migrate and here to tell you why and how is Sam youth the ready so Sam over to you thank you Victor hello everyone good morning good afternoon good evening for the folks joined from different time zones said our goal for today is what's the reason for migration and what's the status of connect support and what are our modern agent communication Technologies and what are the steps to migrate in exercise I'll be showing the setup guides for these uh new technologies and it's a q a at the end of the session next slide please the reason for migration to agent chat and advanced work assignment so to get the Best in Class modern agent experience the service now has built these products agent chat which is a modern messaging experience which has tons of uh great features for your agents to have the best experience and advanced work assignment it is an intelligent routing mechanism based on the conflicts and the assignment shows it will assign the right work items to the right agents in the right groups supports configurable workspaces and next experience UI which is our future for service now and connect support deprecation next slide please so connect support we have planned to deprecate a new title release so we want to inform and make all our customers aware that from March 2023 onwards cervix now is not going to support connect support customers have three options the first and the best option is transition to our latest Technologies which are agent chat and advanced work assignment if you still want to maintain your connect support which will be unsupported by service now and it will stay as a custom code which means if you are migrating to our latest release servicenow will not be supporting your custom code you'll be maintaining on your own the third option is to contact your art servicenow solution Partners to look at your business cases and provide you the best Solutions I have created a community article about connect support deprecation so the uh here is the link that you can click we will also try to attach this link to this YouTube uh to this Academy session once we post into the YouTubes and in a con and in our communities so our agent chat and advanced work assignment so these are our modern communication Technologies so they look at they look at the work items and sorry to look at the work items like chat cases and more for to support agents based on their skills availability capacity and shift based property and let those work items assigned to the right agents who can help the end user faster so these products supports workspaces and next experience COI they are available in standard entitlements that integrates with virtual agent let's say instead of the end user directly connect with the live agent you can always use Virtual agent which is our bot technology which will answer most of the common and generic questions to the end user before they connect to the live agent so this helps your agents performance and also helps agents to work on the high priority issues than working on the general tickets these products also integrate with slack Microsoft teams Facebook workspace Twitter SMS and any for all these unique Pro entitlements these are great products uh sorry there are great features for these products like agent whisper while an agent interacting with the end user if agent need any help they can connect they can add their manager or other agents within the chat window seamlessly without the end user being known and get the help to resolve an issue faster profanity filter let's say the end user or the agent using a profane language while they are interacting the profanity filter setting will look for those keywords and mask those and send the notifications for example the agent can get the notification hey you're using the profound language you can also set up hump like one time or two times if the agent keep using you can send a notification to the manager as well Auto assignment Auto assignment helps to assign a number of work items directly to agent so that agent doesn't need to manually look at those items and take an action accept or widget likewise we have much more please do take care uh take a look at our product documentations uh for all the releases that we have really spread features for these products I have done a full uh workshop last year September 2021 for agent chat and advanced work assignment covering all the features from metric to cubic there is a YouTube playlist available we will be attaching that link as well along with this video when we Post in YouTube and in communities you can take a look at the playlist understand how these features work okay how to move to Advanced work assignment and agent chat let's say if you are in Connect support uh in the UI 16 and then moved on to your latest Technologies or next experience or the workspaces so there's a three steps process here uh activate your advanced work assignment plugin and follow the configuration steps to set up all the advanced work assignment I will be showing all these details in our exercise uh setup demo and the second one is activate your agent chat plugin and then activate the features that you want the agents to use within their chart interactions the third one is configure is in chat in service portal this allows the end users to access the chat to connect with the live agents with that said we'll get into an exercise okay I logged in as NE admin in my instance so go to your instance and the first one is let's activate the advanced work assignment so go to your plugins and look for advanced work assignment so all the standard teachers which are available in advanced work assignment you will see uh one plugin and if there are any advanced features which required a pro license within the advanced work assignment you'll see another plugin um which also mentions which features that required the pro like for example here the standard one which has all the basic features like aliens availability capacity skills whereas if you want to use agent Affinity that is another plugin that you need to activate and it must be in a pro license uh since we have a less time so I'm not going to do everything new so I will be walking you through all these steps and if you see I have already installed advanced work assignment in my system so once you activate your plugins now go to your menu go to all and look for advanced work assignment so in advanced work under advanced work assignment menu you can see there is a settings so these are the uh studs that you need to follow to activate these settings now let's go one by one so what details that you need here to activate these settings foreign so in service channels you will be defining how you want your work items to be uh assigned to the advanced work assignment now in in my instance I have defined a multiple service channels like chat phone or callback any cases so which means any case that's been created that can also be assigned to agents through work assigned uh through advanced work assignment and if there is any end user looking for the live agent to interact they can use uh these settings will help to assign to the advanced work assignment which will drop to the agent chat now let's click on this one since for this demo I'm going to talk much more about the service portal uh and the chat setup so here in service Channel you'll be providing the name and you would also provide what order will provide the description and if there is any specific conditions that you need to assign this particular channel to be assigned to Advanced work assignment so in this case anything that is chat I want it to come to this service Channel and you can also Define what are the type of uh uh work items that can come to this one like let's say you don't want to reassign the work items which are completed so you can put an add any condition if the state is not one of these like closed complete so rest of those you can assign to the advanced work assignment so now again here in this one if you can see there are uh you have to define the queues what cues that you are going to use for this channel thank you foreign service channels are defined and once you have uh the list of cues that you have decided for this service channel to use now let's click on cues and Define what cues we need so again in this queues you can Define the queue name and also Define which service channel that Q has to work on so now in this case for service Channel check I have defined like three cues so Define the order in which your queues has to work let's say for the agent it will look at this order and go one by one based on that order I'll click on agent chat queue here click on activate uh you have to activate your queue if you want your work items go through the queue and assign to agents so now activate it and if there is any conditions that you want specifically the work items that comes to this queue you can define those conditions here whenever an interaction or any work item assigning to an agent so we can um also pass an initial message like thank you for contacting support I'm looking into your question now and we'll be with you shortly and you can also Define the wax number wait time uh like how long it can wait to fill it find an agent let's say if there are no agents available then a message will be sent back to the end user no agents are available to chat right now check back later so these are customizations so customers can Define how they want it based on their requirements and now once you define a queue for every queue we will Define a set of agent groups now in this one I created an agent chat group and also for all the work items that's been created we'll also Define what order and what's our direction that it will be coming to these queues okay I can click on this agent chat group here let me go back here let's follow the same order that we can from from the advanced work assignment um menu this is the best approach to follow these steps one by one or getting confused so now assignment rules so the assignment rules we can Define different set of assignments like here let's say if there is a boost capacity available for an agent so which of the Callback work items can be assigned to a particular agent likewise we can also assign an agents and any specific assignment rules like it's a skill based or any uh other rules that we need to Define we can Define all those in this assignment groups like if you see all the phone conversations will be going to this particular assignment group and always make sure that you activate allow agents to reject true or false this helps agents to look at both options reject or accept if you make it as a false it's always shows like they have to accept or it will just time out now for our case let's click on chat most capacity now if you look into this chat most capacity so you will be defining assigned by most capacity that's an assignment Rule and then if you see here Auto assignment handling if you want any work item that comes into this particular group of assignment rules it will look at the auto assignment and automatically assigns to the agent you can also display the options like do you want this as an inbox card and workspace tab or inbox cart now let's say the skill based routing so when we click on skill based routing if you want the agents to be enabled for the skill base so click on enable skill place and enforce like mandate refills by activating this you will be defining what are the list of the skulls like let's say the agent has a language preferred language that they're talking in uh that they are experts in Japanese language or the Spanish so all the tickets which are coming with those specific languages can go to those Acres people now with that said let's go to the next one the present status so before going to this one I want to show another one which is the groups so these are the groups uh that we create in which we will add a list of Agents that will be available in it so for our demo I'm using eight and chat group now if you look at this group so I click on group members I have just one user into this you can add multiple members into this group so what that means is if you also see the qa's agent chat queue so when you define a queue when a work item let's say an incident came into the queue it will look which group is uh that incident has to be assigned so then it will look at the group members So within this group it will look at the group members and see who are the agents that's been assigned now in this case I have an able if I want to add a new member I can simply click on new and add a new agent here let me go back and look for the other one if I have more number of members it will take few steps how to assign these group members of keeping the time in mind I don't want to get deeper but we do have all these steps available in our product augmentation and also when you look at our YouTube videos you'll get an idea how to add a new member so you can always click on new and add the new numbers here like other agents to be available and make them active now in our case I added one member so the incident look for this group members and assigned to Able tutor based on his his skills or you can make this agent as a general agent so any general questions which are not answered by other agents this agent can take it so once those configurations are done then go to the present status you can also provide a list of uh present status which means the agents can use these and make themselves available or they can change their status as busy wrap up away and offline so that wrap up is another best feature that we have let's say an agent is working on an interaction and the interaction is completed after that she can take a wrap up time uh customers can Define how long they want to give this wrap up time so let's say like uh two minutes within the two minutes before the agent starts working on other interaction they can add all the useful information with the previous um interaction during that wrap up time and then close it you can also Define a list of reject reasons let's say the agent is not accepted any of the interactions it might be the reason the agent is not expertising this or uh just busy or there is no access uh for her or it's in a Time mode so all those reasons can also be defined these are all the customizations the customer can Define it how they want it the once that is done let's say uh once your work items all there and the manager or the agent wants to go and look at uh some of the helpful information just to see like who are the agents who are available now let's say here I have three agents like Fred lady and able tutor and Vincent administrator so the current status all of them are online if there are um uh sorry offline if they are online the present status shows online and uh it also defines to which channel that they are available so right now they are not assigned to any but you can click on each of these agents and you can Define to which channels that you want this agent to be assigned and there's a set of rules that the admin has to assign for these agents to work on it so one agent can also be in multiple groups they can Define in multiple groups as well based on his availability uh and assignment rules the agent will be assigned the right work items so once that is done um let's say you want to see uh unassigned okay I'll just talk understand interactions so this instance is pretty new um uh so that's the reason I don't have uh much data but usually when you're having your instance actively working with the multiple work items so you can come here and see like a unassigned interactions which shows what are the interactions that's been open for and to whom it's been assigned and why they have not accepted like what's the reason for rejection and uh how uh when it when it got timed out all those informations you can find in unassigned interactions table here uh also an assigned task work items so here it will show the list of the uh work items that's been here when it got create to whom it's been assigned and what is the state in which queue it is it helps you for your troubleshooting mechanisms in uh like when a work item assigned to an agent but you're not aware like uh which queue it went to so you can come here and find out all those informations so with that said now I want to go uh to the Second Step which is activating agent chat now let's go to plugin again and look for Agent chat here so the same thing uh agent chat it's available in standard entitlement so all those standard features you will see one plug-in installation if there are any advanced features for agent chat that requires Pro you will see another uh plugins that you do have to install based on your need so once uh agent chat is activated so we'll be going to the new conversational interfaces foreign settings so once agent chat is activated you will find agent on the left side of the menu so now click on agent chat by default whenever an agent chat plugin is activated you will see it is active if customers don't want they can reactivate by clicking uh toggling numbers one now here it is a user experience and agent experience so the user experience is uh for any charts the names and others for the agents can be visible and the agent name can show on the header so how you want you can toggle these and make them make them active and some transcripts any uh transcript that you want to download all the interactions have been happen in an agent chat so agents can download those transcripts and you have to activate this as well likewise for the status um the live agent Waits status uh there is a wait time required so you can Define that wait time and also pass the message please stand by while I connect you to a live agent while it is waiting to find the right agent to assign the interactions and if there is no agents available you can pass that message as well so these are the custom messages you can Define it how you want it based on your need an agent experience so there is an agent whisper um so which is a privately messaging tool that can help agents to check with managers and other agents adding them into the conversation to know what the end user is asking end user would not come to know like when the manager and other agency added into the uh into the conversation so it's a seamless interaction for the end user side and you can also activate emojis so that agents can use emojis for the better communication and better expressing uh their communication with other agents and the end users this is an autopilot client system messaging so agents can define a set of autopilot so once you activate slash autopilot that's the key word I do have this particular feature um nicely mentioned in our YouTube playlist so you can find much more details in my playlist as well so once you activate agents can define a certain set of tasks or a common greeting message or a common uh information they can have it slash autopilot on the keyword and you keep using that whenever the agents want it within their agent chat with interaction with the end user so there is a conversational history uh you can also Define like how much conversation um the past history that you want to be displayed in your agent window let's say one agent worked and after that there's another agent in the future who wants to look into those conversations and she's working with the end user life she can look like what was the past conversations that's been exchanged with other agent and the end user that's one uh like with the configuration tool controls you can Define the configuration tools how you want to make them visible and one of the one is the quick actions customers can Define their own custom quick actions here so once uh these all done the third step is and the final step it will go to service portal here and you have to click on agent chat and here you have to Define which portal that you want the agent chat to be activated so for our demo here we are focusing more on the service portal for the agent chat config you can also Define for other photos like your employee Center customer support so this when I click on this one so here you will Define if you want your end users without logging into the service portal let's still use the chat you can make this public so that they can see the chat icon on their system and start interacting and find a live agent but usually for by practices most of the customers told me a bit but again depends on the pictures and also you will Define set of roles that uh you want it for the end users to use the service portal so with that said this these are the set of exercises now let's take the Q a all right awesome thanks Sam so we have some questions in the Q a um so Laura asks uh that I was told during a previous meeting that there is a timer in the Tokyo version that can be used when an agent switches his status uh I.E in other words on break a timer that shows how long they've been on that status is that is that there [Music] is there any more details on that one because I don't it doesn't sound familiar yeah so Laura if you could post in Q a any more details on that we can try to answer that uh going on next question Anonymous asks uh how long her I think this was part two of a question I was already answered by you Scott can we see the interaction request the number of previous rejections and the time how long the user is waiting in the queue and I believe you say this is all available out of box no not available there isn't anything on the card out of the box today that shows you how long the user's been waiting but it'd be similar to the other answers you can add custom fields to the card if you have a way to set that custom field on the card it might be possible got it thank and Luke asks do you need to activate anything in the service operations workspace for the agent to see the chat when accepted you know should just work out of the box okay cool and then Helen asks can we configure the virtual agent chat to work with connect support instead of agent chat how can we configure to work this way well connect to support is in maintenance mode and it's going to be deprecated fully in Utah so you probably do not want to use connect support um if you currently are using connect support a virtual agent can work with connect support but if you are a new customer or a great customer that hasn't used connect support your only option is Agent chat at this point but for all for all customers in Utah connect support is unsupported yeah I second that Helen I I would working with agent uh virtual agent work with hhn is much more straightforward uh than using connect support I I know you may need to use connect support just a few months more but I would start looking into that if possible um Laura follows up here asking it's a running timer that shows an agent in workspace how long they have been in a certain status do we have that or an example an agent puts themselves on break needs to know when the break is over I'm not familiar with this feature here um from our AWA inbox I'm wondering if this is another feature within the servicenow platform are we sure I guess the question I asked is are we sure this is the AWA or advanced work assignment inbox status yeah maybe I would um you know maybe if you visit uh to the person ask a question if you want to visit our community site and ask that question maybe other folks would know it may be a b specific feature in one of the workspaces cool um Anonymous asks will regular connects still be supported for communication between servicenow internal users I believe this question refers to connect chat including following cases Etc so connect is only supported in our core UI our UI 16 it is not available in next experience in next experience we have a a new feature called sidebar starting in Tokyo that offers some of the same capabilities that connect offered you can definitely look up and get more details because there's a lot of content there coming out but connect in the core UI is still supported great thanks and then last question Monica asks uh if a customer has connect chat and want to migrate to workspace but they don't have itsm Pro I.E they don't have a VA can it be my good using virtually in light I mean I believe workspace is just part of the platform I don't think that has anything to do with Pro licensing but don't hold me to that you might want to talk to itsm um representative there but in terms of the workspace if it is just standard is I don't see any problem there um VA light should be just standard sport yeah so I I second that I can't speak to workspace things either but connect chat is a um a platform feature you don't you do not need you could use it with VA light the same thing goes for sidebar you can use it for for UVA light as well and then uh last question what means the or let's see what means the interaction in timeout tab with no access [Music] do we know what that's referring to oh this this is the the work item I think no accesses that the user that tried to evaluate assigning the record has no access to that record okay so this is like when a work item is being so anything the work item is the record system or record in terms of how routing happens so this is not necessarily specific to chats it could be even cases itself but when it looks to a scientist person if they don't have access to the record it could put a status of work items data no access got it thanks and then last last question and by the way thank you for those of you who are still standing nowhere over time here but uh Diana asks um we were told that VA light is only for demos and should not be in the production environment is that true um no it's not true if you are if you have a standard entitlement and you still use Virtual agent Lite for two topics and for agent chat it's you know it's it's um its capabilities are rather limited but you can still use in production if you like we do recommend if you have Pro to you know if you have Pro entitlement to use the full virtual agent with a lot more capabilities but nothing precludes you from using light on production um we have additional questions unfortunately we're at times so if you have questions please post them on the community uh so that we can look at them and answer them separately thank you everyone for joining the academy today thank you Sam and Scott of our presenters and Q a folks uh we will continue with virtual agent Academy again in two weeks and October 18th where we will be talking more uh virtual agent in Tokyo thank you everyone Thanks for uh thanks for joining