Diagnose Advanced Work Assignment configuration issues

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Use the Conversational Interfaces Diagnostic Tool to identify and resolve common Advanced Work Assignment (AWA) configuration issues before reaching out to Now Support.

    Vorbereitungen

    Role required: virtual_agent_admin or admin

    Warum und wann dieser Vorgang ausgeführt wird

    Solve issues with your AWA configuration. For example, you can solve issues such as No Agents Available messages.

    Prozedur

    1. Start a conversation with the Virtual Agent chatbot.
    2. At the greeting message, type diagnostic pre chat.
    3. Describe the issue that you want to solve.
      You can type or paste the error message into the chatbot conversation. For example, you can type No Agents Available.
      The tool displays a list of solutions.
    4. Select the solution that you want to use.
      The solutions correspond to the issue that you want to solve.
      The Diagnostic Tool asks if you want to proceed with the diagnosis.
      Abbildung : 1. Proceed or search again chat response
      Virtual Agent chat window displaying question to user in Microsoft Teams asking to proceed with the diagnosis.
    5. Select Yes to continue.
      The tool initiates the workflow and leads you through the relevant prompts. The prompts you see depend on the issue you want to diagnose and solve.
    6. Answer the prompts.
      When the diagnosis is complete, the Diagnostic Tool displays a recommended solution.
      Abbildung : 2. Issue recommendation
      Virtual Agent chat window displaying recommended solution.
      Abbildung : 3. Issue confirmation
      Virtual Agent chat window displaying confirmation to proceed with workflow.
    7. Select Yes to confirm, or select No to end the workflow.
      The Diagnostic Tool guides you through the relevant workflow. The options and prompts you see depend on the issue you want to solve. Reply to the prompts, as applicable. You may also see a link to the relevant Knowledge Base (KB) article where you can find more information.
    8. Provide feedback.
      When asked whether the solution was helpful, select one of the following:
      • Select Yes, if the solution wasn't helpful.

        You are asked to provide additional information that helps fine-tune the solution.

        The prompts you see vary by the issue that you want to solve.

      • Select No to confirm that the solution was helpful and to exit the workflow.
      • You may see a link that you can use to download support data.
      Abbildung : 4. Prompt to download support data
      A link to download support data displays at the end of the workflow.
    9. Wahlweise: Click the link to download support data.