Q&A agent

minimum version 2026 1 the q\&a agent lets users ask questions about incidents—like checking status, viewing recent incidents, or getting details—and receive instant answers without manual navigation to enable and configure the q\&a agent, do the following log in to as an open the configuration console and select ai configuration hub > agentic ai > agent settings enable the q\&a agent using the toggle button click configure to further set up the agent from the select active business objects dropdown, select the types of business objects that the q\&a agent can respond to you can select incident, service, or both for the q\&a agent under messaging > max iterations , set the number of attempts or exchanges that the q\&a agent will undertake during a session to resolve a user's query enable the allow transfer to live agent toggle to transfer the interaction to your service desk human agent in case the agentic ai bot cannot solve the user's request along with this toggle, you must also enable the allow transfer to live agent toggle in global settings > escalation handling under advanced settings > q\&a description , define the scope of the q\&a agent by detailing the types of q\&a the agent can handle you can also provide some example queries related to q\&a to help the agent better understand the context when users ask queries other than those defined here, the agent considers them out of context and replies to users accordingly modifying the intent description might result in unpredictable agent behavior we recommend that only users with experience in llm prompt engineering make these changes fields marked with an asterisk ( ) are mandatory analytics to view the performance metrics and usage statistics for your q\&a agent, open the configuration console and select ai configuration hub > agentic ai > agent settings > q\&a agent > configure > analytics the analytics page provides the performance of the q\&a agent it helps you monitor the following metrics number of qa agent interactions the total number of unique conversations handled by the q\&a agent number of qa interactions transferred to live agents the number of q\&a conversations that were escalated to a live agent qa live agent transfer rate the percentage of q\&a agent conversations that were escalated to a live agent effective qa agent calls the total number of times the q\&a agent was triggered to process a user query total number of incident related messages the number of q\&a search queries classified as incident related total number of sr related messages the number of q\&a search queries classified as service request related the time range filter allows users to specify the period for which analytics data is displayed metrics on the analytics page are updated based on the selected time range limitations the q\&a agent can only inquire about the status of existing incidents and service requests it cannot modify, update, or create a service request offering as a result, queries such as i want to modify service request 14572 and i want to order a dell printer instead of an hp printer are not supported, and the agent responds to such queries with an error message certain keywords, such as active and logged, result in null q\&a responses for example, show my active service requests or show my logged incidents and requests returns no results, whereas using alternative terms like open or submitted returns the expected list of incidents or service requests during live agent transfer, a conversation summary should be sent to the live agent at the beginning of the session this functionality is currently not working at the end of a live agent transfer session, users are not informed about what to do next however, when the session ends, the agentic ai is reset and users should initiate a new prompt, even if no live agent was available the agentic ai handles only it‑related issues other line of business (lob) queries, such as hr, facilities, and other non‑it requests are not supported