Agent Desktop
Surveys and Outreach, System Admin and Configuration, Knowledge Foundation, Knowledge Advanced, General Functional Discussion
Discussion List
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Visual Indicator for Custom Field on IncidentSummary: Value on a custom field to be visual indicated to be more noticeable by agent Content (required): Is there a way to have a visual indicator (Highlight, flag, ic… -
AvatarSummary: We are looking for a customer project to have an avatar associated with the chatbot. We are looking for reality avatar, like in this video (https://youtu.be/m8i…
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REST API - create organizations with multiple SLA instancesHello, Summery: we have a need to create 100+ Organisations with multiple SLA instances for each one of the organizations. Problem: data import wizard does not have para…
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Combine 2 columns in custom reportSummary: I am trying to combine 2 matching records in 1 row. Content (required): Hi, I am working on getting a survey sent and received dates, based on transactions type… -
BUI Chat Toast notification visibilitySummary: Can the chat toast in BUI pop up in the forefront? Content (required): The chat toast is only visible when on the OSC BUI tab. If you move away from that tab yo…
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Expression using last function with threads channel idSummary: Hello all, I have a report with some incidents. My goal is to add a column to this report and display a custom value in it based on last threads channel id. For…
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Answer Visibility CheckSummary: End-User Visibility check happens on one instance but not the other. Content (required): One of our instances is giving an end-user visibility dialog upon savin…
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Best Practice for Article LengthIs there a recommendation for what an ideal article length should look like? Content (required): Version (include the version you are using, if applicable): Code Snippet…
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Incident Workspace driven from a custom objectHello all, One of the use cases that we are to implement is having a new process given to the service agent to create a new preventive maintenance service for the contac… -
Incident immediately goes away in BUISummary: Incident immediately goes away in BUI Content (required): We have one user that opens an incident in BUI and gets a quick blip of the incident before it goes aw… -
Incidents Escalated at the same time yet have different timingsSummary: Incidents Escalated Content (required): Hi All, I created escalation rules for incidents that should escalate some time after incident created date :Priority (a…
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How can I setup SLA to "pause/stop the resolution time clock" when On hold (Waiting Status)?Summary: There is a requirement from our users that if the incident status is On hold (Waiting), the SLA resolution time should pause, meaning the resolution due date sh…
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How do I use rules to force Answer review then unpublish if Answer hasn't been republished..Summary: We want to force answer review every 18 months, but leave answer public. If answer hasn't been republished within 24 months, then set status to Private to unpub… -
Customer advice on closure of incidentContent Hi, We are wanting to implement a process whereby a notification (email) is sent to a contact when an incident is solved (status changed to 'closed'). Has anyone…
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How can we import bulk of articles inside B2C RightNowSummary: Using B2C to import bulk of articles to use it in Knowledge Advanced Content (required): Dears, We are migrating current knowledge base to 'Knowledge Advanced' … -
Resize field on BUI workspaceSummary: Resize field on BUI workspace Content (required): Hi Guys, How can i edit the below field to look like the others in terms of size and position of the name tag …
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Can we notify agents with new articles automatically?Summary: New articles notifications Content (required): Dears, We have a requirement to notify our call center agents automatically once a new content is published on ou…
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Why is Last Published On date blank in all my public answers?Summary: We have over 1600 knowledge articles in our customer portal visible to customers but none of them have a Last Published On date even though they've been publish…
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DO NOT CREATE INCIDENT rule for duplicate contacts in Incident business rulesSummary: DO NOT CREATE INCIDENT rule for duplicate contacts in Incident business rules Content (required): Hello All, I have a site allowing duplicate contact email addr…
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There was an error scheduling deploy Exception - While Deploying Object DesignerSummary: We are facing "There was an error in scheduling deploy Exception" While Deploying in Object Designer. Content (required): Version (include the version you are u…
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Spider/BOT ManagementContent Does anyone do anything special to manage unwanted spiders or BOTs from eatting up sessions. I usually find them on accident, after the damage has been done and … -
Can I customize/add search filters in Knowledge AdvancedSummary: Add advanced search filters Content (required): Dears, We need to add some search parameters to knowledge tab not just searching with keywords as attached, for …
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Display of chat buttonHi, I would like to change the CTA of the chat button on our site to make it smaller, without text and a different icon. How can this be done?
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BUI error "refused to connect" when browser control tries to open web pageSummary On a tab with a browser control, the page opens fine when I'm in the .Net view, but won't open in BUIContent In my workspace, I have the need to have a few diffe…
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Intermittent Console crash on VM MachinesSummary: Our Staff on VM experience intermittent crashes of the console through out the day, 3-10 times enough to become an annoyance. Content (required): These console …
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Rule QuestionSummary: I'm looking for how to set up a rule to route the incident to the correct queue. Content (required): We want to route to a specific queue if "Action Form" is in… -
Outreach notifications keeps appearingHi All, I have unchecked all the checkboxes for "Outreach" under Administrator Notification in Message Templates, still I am getting those outreach notifications. Below … -
Saving the answers for the questions in Agent Script to incident workspaceContent Hi all, I was able to create an incident from the agent script which is placed in the workflow. Is there a way through which I can save the answers I entered in …
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Clear Escalation LevelSummary: Clear Escalation Level Content (required): Hi All, I used this answer:https://cx.rightnow.com/app/answers/detail/a_id/7815 to apply Clearing escalation rules be…
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Response window font sizeSummary: Response window font size Content (required): Hi, Has anyone experienced an issue with font size like in the image attached. What would be the issue and how do …