Category 272
Discussion List
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How do you measure Agent Chat Productivity in your organization?Content I've looked into a lot of the chat reporting available within Oracle Service Cloud but having a hard time figuring out what's the best report out that that can t…User_2025-02-03-17-18-46-485 20 views 9 comments 0 points Most recent by Erica (Leep) Anderson Communication Channels -
Next Ask the Experts webinars to dive into "Chat Widgets" and "Chat Reporting"Content On behalf of the Oracle Service Cloud team, I'd like to invite you to participate in our next season of Ask the Experts webinar series. These webinars are a long…Erica (Leep) Anderson 26 views 5 comments 3 points Most recent by User_2025-02-03-16-51-39-328 Communication Channels -
Agent Notification of Chats Waiting in QueueContent I wonder if it is possible to create a popup for chat attendants when their sessions are full and a new chat enters their queue? Edited by Jessica Bradley to inc…User_2025-02-03-17-29-01-634 15 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Associating pre-created incident to request chatContent I am using Connect Web Services to pre-create an incident (say ID-1), and than associate it with a chat session. The association is done through the Request Chat…User_2025-02-03-17-27-39-159 17 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Chat AvailabilityContent Is there a way to have Chat set to show Available when an agent is maxed out (placing the customer in the queue), but Unavailable if zero agents are logged in? V…Letisha Ulmer 42 views 3 comments 1 point Most recent by Jessica Bradley-Oracle Communication Channels -
Delete Chat LogsContent Hello, How to delete chat logs between agent and customer? Any possibility? Or Can we edit all chat messages for a single customer to blank? I could find all cha…User_2025-02-03-17-50-44-097 26 views 3 comments 0 points Most recent by User_2025-02-03-17-50-44-097 Communication Channels
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The Upload File Size Limitation on the Chat PageContent Hi, Currently we need to know the file size limitation when uploading the file on the Chat page, and whether we can set the limitation size for this? If availabl…[Deleted User] 26 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Process when agents are unavailableContent When agents are unavailable to chat for any reason (left desk, not logged in, on a call, etc.), is there a way to limit the queue time after checking for availab…User_2025-02-01-08-28-34-282 29 views 4 comments 1 point Most recent by User_2025-02-01-08-28-34-282 Communication Channels
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On submit update lauch page form fields data based on custom field valueContent Hi, I have a added custom field of datatype yes/no in the chat_launch page. On clicking the submit button, if the custom field value is yes then I need to replac…User_2025-02-03-19-25-28-008 27 views 1 comment 1 point Most recent by Suresh Thirukoti-Oracle Communication Channels
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Can agents have the ability to send attachments during chat to customerContent Hi, We have a requirement where customer & agents can share files during the chat. Indeed, customer can send files using "Attach File". I do not see any such fea…User_2025-02-03-19-25-28-008 39 views 3 comments 0 points Most recent by [Deleted User] Communication Channels
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chat_landing.phpContent Hi all! How can I make the client not be able to access the chat_landing directory without passing through chat_launch? Version Customer PortalSergio Braun-124706 21 views 3 comments 0 points Most recent by Sergio Braun-124706 Communication Channels -
Do not submit survey for abandoned chatsContent Can I configure any rules that do not send satisfaction survey to Abandoned Chat? Version Service CloudUser_2025-02-03-17-19-40-969 16 views 1 comment 0 points Most recent by Carl Elliott Communication Channels
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Web Chat now takes users to the Support Centre PageContent Our web chat would normally take the users to an available agent, but all of a sudden once they prompt for their name and email it takes them to the "Support Cen…User_2025-02-03-18-27-42-341 23 views 7 comments 0 points Most recent by Anuj Behl Communication Channels
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Restyle the Cobrowse button UI.Content Hi, I need to restyle the Cobrowse button UI from standard/utils/CoBrowsePremium. I've searched but I could not find a solution for this in the documentation. Th…User_2025-02-03-18-57-54-315 40 views 5 comments 0 points Most recent by Michelle Brusyo-Oracle Communication Channels
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Re-connect with same chat agentContent One of our supervisors posed an interesting question. We enable our customers on the phone to connect to the same agent on subsequent calls, if they provide an i…Kurt Helfrich 27 views 2 comments 2 points Most recent by Jessica Bradley-Oracle Communication Channels -
What is the priority of the Client in a queue transfer?Content When I transfer a consumer from my queue to another, does he enter as the first one to be served or wait for those who are waiting to be served? If he has to wai…User_2025-02-03-17-19-40-969 13 views 5 comments 1 point Most recent by User_2025-02-03-17-19-40-969 Communication Channels
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Question box in chat workspaceContent Does anyone use the Question box? We are upgrading to 17D from August 2017 I noticed this is empty. Where is the end user presented this field to enter a questio…User_2025-02-03-19-38-44-342 22 views 3 comments 0 points Most recent by User_2025-02-03-19-38-44-342 Communication Channels
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Chat is not Currently AvailableContent This is definitely a newbie question, but I could really use a push in the right direction here. I'm attempting to turn chat on for my organization. We have purc… -
Keywords in an abandoned chat.Content Hi, I am looking for a way to report on abandoned chats that have certain keywords in the question/customer thread. I have a report to show all abandoned chats, …User_2025-02-03-16-51-39-328 31 views 8 comments 1 point Most recent by User_2025-02-03-16-51-39-328 Communication Channels
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Chat avatar change for male and femaleContent Hi, I would like to see if possible to change the chat avatar based on the logged in user. I know it is possible to change the avatar image, but the new image wi… -
Chat Launch Page Challenge QuestionContent Is it possible to ask a yes/no question on the Chat_Launch page that would launch chat for a no and redirect to another page with a different message? Scenario: …
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Disposition ReportingContent Need to run a report on chats that are closed out, and dispositioned. Would like to see how many chats are filed away into the certain dispositions, and if we ca…User_2025-02-03-19-28-06-593 14 views 1 comment 0 points Most recent by Carl Elliott Communication Channels
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Cobrowse widget is not working in development mode in Chrome.Content Hi, I've added the CobrowsePremium in the template and in chat_landing and I can't see the Cobrowse widget button when testing with Chrome in chat_launch. How ca…User_2025-02-03-18-57-54-315 24 views 7 comments 0 points Most recent by User_2025-02-03-18-57-54-315 Communication Channels
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Co-browse Session TransfersContent Question: Co-browse does not have the typical chat features to transfer, monitor, conference other agents into same session, right? Answer: Co-browse does not ha…Michelle Brusyo-Oracle 35 views 2 comments 3 points Most recent by User_2025-02-03-19-14-49-357 Communication Channels -
chat: anonymous email and name when user exist in databaseContent Hi friends, I'm super noob with rightnow... I had to make an user id validation for the chat form, it works fine, when a new user fill fields and send the chat r…User_2025-02-03-19-30-52-315 36 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328 Communication Channels
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How to prioritize customer vip chat service queue?Content Hi everyone, I am setting up a special chat service, where some customers with attribute "VIP" have priority in being served, as the following sample scenario: -…User_2025-02-03-18-21-01-382 16 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328 Communication Channels
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Custom Chat ToolbarContent Hi, I'm developing a custom chat tool bar using CHAT API. Intention to replicate same features as like OSC Chat toolbar (login/logout,Ready/Not Ready and Pull Ch…User_2025-02-03-18-47-15-330 30 views 11 comments 0 points Most recent by User_2025-02-03-18-47-15-330 Communication Channels
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Routing chats based on Contact organisationContent I'm trying to configure chat routing based on the contact's organisation relationship. In the chat rules I have an 'if' condition that says "if Contact.Organisat…User_2025-02-01-09-04-04-768 24 views 10 comments 1 point Most recent by Jessica Bradley-Oracle Communication Channels
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Chat unavailable when chat queue is fullContent Morning all. We're facing an issue whereby our chat widget states web chat is unavailable when our chat queue is full. We currently have a setup where a single a…User_2025-01-30-20-57-35-932 74 views 4 comments 0 points Most recent by Erica (Leep) Anderson Communication Channels
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Mobile App SDK for adding chat to Native Mobile AppContent Looking for mobile app SDK so that we can offer live mobile chat within the mobile optimized experience. Thank you, CameronUser_2025-02-03-20-29-17-872 35 views 5 comments 0 points Most recent by Scott Harwell Communication Channels