Sensitivity detection filters mapping

  • Versão de lançamento: Australia
  • Atualizado 16 de jun. de 2026
  • 1 min. de leitura

    • The sys_gen_ai_filter table includes eight out-of-the-box filters that determines which topics are regarded as sensitive. Each filter is mapped to an HR service that is used to create a case and a chat queue.

    The filter to service and queue mapping is set by the getFilterMetaData function in the SensitivityDetectionVAUtilSNC script.

    To modify the HR service used to create a case, update the HR service sysid that is associated to the filter in the filterMap object of the function.

    To modify the live agent chat queue, update the text that is associated to the queueType object. The value is used to set the liveagent_esc_pre_chat_category.

    Modify the condition that is associated with your awa_queue record so that you can check the value in this field.

    Tabela 1. Now Assist for HR Service Delivery (HRSD) Generative AI filters mapping
    Filter HR Service Queue
    Compensation and Career Advancement Request accommodation Employee relations
    Employee Health Concerns Request accommodation Employee relations
    Employee Personal issues Report misconduct Employee relations
    Ethics, Safety, and Employee Behavior and workplace practices Report misconduct Employee relations
    Performance, evaluation, and Support Concerns General General
    Termination disputes & Layoff Concerns Request accommodation Employee relations
    Workplace misconduct: Workplace harassment, Violence, and discrimination Report misconduct Employee relations
    Workplace Substance Abuse and Support Report misconduct Employee relations