Q&A agent
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:
1.Log in to Neurons for ITSM as an Administrator.
2.Open the Configuration console and select AI Configuration Hub > Agentic AI > Agent Settings.
3.Enable the Q&A agent using the toggle button.
4.Click Configure to further set up the agent.
5.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.
6.Under Messaging > Successful Q&A, enter a success message that displays following a successful Q&A session.
7.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.
8.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.
9.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.
The following image shows the configuration page of Q&A agent.
Fields marked with an asterisk (*) are mandatory.
Q&A 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 times users interacted with the Q&A agent.
•Number of QA Interactions transferred to Live Agents: The number of Q&A interactions that were transferred to a live agent at the conclusion of the Q&A query.
•QA Live Agent Transfer Rate: The percentage of Q&A interactions that resulted in a transfer to a live agent at the conclusion of the Q&A query.
•Effective QA Agent Calls: The total number of Q&A queries handled by the Q&A agent.
•Total number of Incident related messages: The number of Q&A interactions related to incident‑based queries.
•Total number of SR related messages: The number of Q&A interactions related to service request‑based queries.
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.