Category 272
Discussion List
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Prohibit Chat Transfers to Some (Not All) GroupsContent I am looking for a way to prevent a group of agents from transferring chats to another group, but they still need to be able to transfer to some other groups. I …User_2025-02-03-21-55-10-979 15 views 5 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Rule Text and ChatContent It appears as though the then action "Add Standard Text to a thread" cannot be used in a chat workspace. Does anyone have any ideas for another way to automatica…User_2025-02-03-21-55-10-979 38 views 7 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Chat Font Color ChangeContent Is it possible to change the font color of the Chat Landing Page chat transcript area? OOTB all chats are black but need to have the End User chats to be in Blac… -
Skill based chat routing - Advanced RoutingContent We are trying to implement Advanced routing for Chat in our Service cloud instance. Oracle has confirmed that they have enabled Smart Interaction Hub (SIH) for o…User_2025-02-03-19-24-48-785 79 views 7 comments 1 point Most recent by Erica (Leep) Anderson Communication Channels
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Can you start a Co-Browse session in ACB mode?Content Is it possible to configure a Co-Browse Session to start in Advanced Mode (Bypassing Instant Mode)? Version Service CloudUser_2025-02-03-21-59-34-528 12 views 4 comments 0 points Most recent by Michelle Brusyo-Oracle Communication Channels
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Chat and Responsive Web DesignContent Has anyone worked with Oracle Chat enough and developed a way for it to work within a RWD design? We are looking to see if any one has developed or done anything…Colby Ross 15 views 5 comments 0 points Most recent by User_2025-02-03-19-34-04-546 Communication Channels -
Conditional Link and co-browsingContent Hi All, Whether co-browsing works with conditional chat link? Agent can Interact with callers directly on the website by pushing links and documents, or viewing …User_2025-02-03-22-15-14-082 32 views 4 comments 0 points Most recent by Carl Elliott Communication Channels
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Agent First Name Variable in Chat Standard TextContent Hello, Is there a way to have just the agent's first name in a chat Standard Text variable? There are a variety of end-user name options. The only options for ag…User_2025-02-03-21-55-10-979 33 views 2 comments 1 point Most recent by Erica (Leep) Anderson Communication Channels
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Priority Chat for VIP CustomersContent Hi, What do you think is the best approach in offering VIP customers priority chat? Thanks in advance! Version OSvC May 2016Anthony Chronopoulos 11 views 2 comments 0 points Most recent by Gireesh Bhat Communication Channels -
Private Note Email IssueContent When our agents are adding private notes email type when they send the contact is getting an email also the Incident Unresolved message template. This email to t…
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Max wait time in ChatContent Hi All, I am trying to achieve this requirement - If a Customer waits in queue for more than 15 seconds and if none of the Agent is connected, then they must be …User_2025-01-30-19-06-33-073 33 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073 Communication Channels
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Chat routing between chat queuesContent I am trying to % split incoming chats between 2 different chat queues (contact centres). Chats are received from the same interface and same product type, so I c…User_2025-02-03-18-11-26-090 39 views 5 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Cobrowse Premium widget in an external pageContent Hi, I have placed the launcher.js script which i received from Livelook on an html page.I am getting a message "Service is temporarily unavailable".Any help is a…Anu Chandran-119321 20 views 3 comments 0 points Most recent by Anu Chandran-119321 Communication Channels
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Options for linking to chats from an external pageContent Hello, We recently upgraded to May 2010 and Customer Portal. We really like the level of customization available to the Customer Portal pages. We do not have cha…User_2024-12-17-21-35-06-324 18 views 7 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Communication Channels
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Block specific chat queue from receiving inbound transfersContent Here's a good one... we've got multiple unconnected business units all using chat and we need a way to prevent chats from chat queue A from being transferred to …User_2025-02-03-20-43-46-497 15 views 3 comments 0 points Most recent by Erica (Leep) Anderson Communication Channels
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Cannot pick up chat requestContent In the system it is configured using pull method. And from the realtime chat report, the agent and chat are in the same queue. However, I cannot get the pop-up o…kai zhou 24 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Communication Channels
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Send email to contact when incident is assignedContent Hello dears, We have the following situation: we want to send an email to the incident contact when the incident is assigned to a staff member. Since there is no… -
Option available after wrap-up a chat sessionContent Hi All, Scenarios: User chat with agent and then click disconnect or close the window. Agent got 2 options either to terminate the chat session or wrap-up. If ag…User_2025-02-03-22-15-14-082 40 views 3 comments 1 point Most recent by Jessica Bradley-Oracle Communication Channels
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Incoming chat assignment control reportsContent We are looking to set the maximum number of chat sessions an agent can take to 2. However, we had previously checked off the setting in the profile that has allo…User_2025-02-01-08-44-37-989 24 views 1 comment 0 points Most recent by Carl Elliott Communication Channels
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When a customer terminates the chat the agent console gives the errorContent When a customer terminates the chat. The agent console gives the error (attached as well). Cannot release lock without holding a lock. On the error screen, after…adla sayeed 13 views 4 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Issue with EE - Syndicated Proactive Chat Widget, chats not routing to the right queue.Content Requirement : When customer initiates a Proactive Chat, the Chat should route to the queue based on the interface, language and Country values selected from the …
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Synidated Condition Chat Link to appear in translated text via Engagement EngineContent We are implementing our Syndicated Conditional Chat Link via Engagement Engine in 13 different Languages. I have setup a single rule in EE for the SCCL and set a…
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Chat stats only go back to Feb. 1stContent Hi, We've had chat since Sept. 2015. I run the Chat Summary report (or All Chats report) by Year/Month, and now stats for chats only going back to Feb. 2016 are …User_2025-02-03-18-13-52-763 24 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Communication Channels
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Track Chat request when Agents are not availableContent Anyone have a solution to track when chats are requested but the server doesn't put the chat into the queue because there are no session? It would be nice if a c…Carl Elliott 9 views 4 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Getting Disconnected while active on a chatContent Does anyone else experience their agents getting disconnected, often when actively in the middle of a RightNow chat? The agents will notice the 3 Green connectio…User_2025-02-03-17-36-32-317 39 views 4 comments 1 point Most recent by User_2025-02-03-22-16-06-242 Communication Channels
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Engagement Engine PagePeek/View HistoryContent I've followed the following guide to enable page peek and visitor browser history https://cx.rightnow.com/ci/fattach/get/983679/0/filename/Oracle+Service+Cloud_Q…
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The syndicated Conditional Chat link doesn’t appear if the chat form is opened consecutively more t.Content The syndicated Conditional Chat link doesn’t appear if the chat form is opened consecutively more that 4-5 times. We are using Engagement Engine to render the sy…
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Count of Chat Disconnection Message in a Chat SessionContent Hi All, Is there is any report which shows the chat disconnection message? I would like to understand how many times this happens for each chat. Version 3.0Anu Chandran-119321 26 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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ICB Co-Browse and image serverContent We are using ICB co-browse but some images are not showing up in the co-browse. We think this may be because the images are supplied from a content engine / imag…Carl Elliott 28 views 2 comments 1 point Most recent by Michelle Brusyo-Oracle Communication Channels
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Several items in chat configuration no longer workContent In Chat workspaces, under Options, the following items no longer work: * Automatically release chat after wrap-up * Automatically close editor after chat is term…User_2025-02-01-08-53-02-236 43 views 4 comments 0 points Most recent by User_2025-02-01-08-53-02-236 Communication Channels