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Communication Channels
Discussion List
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Chat sound / notification set at profile levelContent Is there a way to change/set the default Application Options at the "Profile" level? Specifically I'd like to change the default Communication Center option to "… -
Want to display disclosure message before chat launch page started from the syndicated widgetContent Hi All, is it possible to display Disclosure message before chat launch page in syndicated widget ? Ex : 1- Click on Chat launch link (Syndicated Widget) 2- one … -
Page PeekContent Hi all, Page peek shows the agent (in a context of a chat session) a snapshot of the page the customer was in when he requested the chat. Does this work only for…
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Chatbot widget - platform using RightNow Knowledge Base AnswersContent Hello everyone and Happy New Year, I am looking for information regarding deploying chatbot applications through RightNow. Is there yet a functionality/platform … -
How to add chat details with external web formContent Hi Everyone, i have a project where client doesn't want RightNow internal survey, they have their own survey which they want to use when chat disconnect, i can a…
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Point to different chat queue at certain date and timesContent When a user completes the chat form and requests a chat session, we need it to point to a different chat queue between a certain time and date, how could this be…
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Advanced Chat Routing Setup QuestionContent We are looking into Advanced Routing right now. Can you tell me if it will allow us to limit chats like this example: The skill sets are A, B, and C. Can we set … -
Engagement Engine vs Out of the box rule engineContent Hi All, I have used out of the box rule engine but just want to confirm that if I also use engagement engine( for proactive chat) then whether rules created in R…
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What is the average wait time for a chat?Content Does anyone know the acceptable wait time for a chat? Or the industry standard for chat wait time? We are a Membership based industry who work directly with memb… -
Variable Controls for Standard Texts?Content I'm wondering if there is the capability of creating variables that must be addressed before a representative can send that chat script to the customer? As an ex…
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Engagement Engine Proactive Chat widget "Question Label", "Accept button", and "Reject Button" text.Content Hi, We are implementing proactive widget for 13 different languages through EE. Within the EE we are setting the "Question Label", "Accept button", and "Reject B…
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ConditionalChatLink LabelsContent Hi, in ConditionalChatLink widget you have this labels: label_unavailable_busy_template --->All agents are busy. label_unavailable_hours -->We're sorry, chat is … -
Displaying Agent Name in Chat End SignatureContent Hi, Is there anyway to pull the chat agent name and display it in chat signature? I have tried to implement this by using Standard Text, but as the incident is n…
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How can agent see how much chats are waiting on chat queues in the chat work space ?Content How can agent see how much chats are waiting on chat queues in the chat work space ? While an agent is working on active chat, we want him to see how much more c…
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Custom Field not recognized by Business RuleContent i have created a custom field (text field) which added on chat launch page with hidden visibility, now i would like to redirect chat to different queue on the ba…
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How to refresh workspace chat by workspace rule or by workspace add-inContent How to refresh workspace chat by workspace rule or by workspace add-in. I tried use var wchat = (IChat)_recordContext.GetWorkspaceRecord(RightNow.AddIns.Common.W…
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Change chat greeting message in the Agent desktopContent Hi all, I would like to change chat greeting message in the agent desktop. Current message Thank you for contacting xyz chat team. My name is _______ and I am re… -
Chat_landing pageContent Hi, I want that chat_landing page opens in the same window that chat_launch page. I know there's an attribute in ChatLaunchButton widget: open_in_new_window * Na…
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Only allow a single chat from a particular queue?Content Hi, I'm looking into whether a request is possible and can't find anything through search. We have a group of advisors who handle chats from priority customers w…
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Cobrowse excecutable fileContent An .EXE file is downloaded at the customer computer every time that the agent requests a total control of the customer desktop, There is any way for that executa…
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How do I add chat transcript scrolling to my chat workspace?Content My agents complain that they can't "keep their place" in the transcript while in the middle of typing a response, and the customer continues to submit dialog to … -
Chat TimeoutContent Currently my team is looking for a way to have a chat timeout if there is no activity in Oracle. We are looking to find a way in the configuration settings or ot…
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EE condition for popup SPAC does not workContent Hi guys, We had a very simple EE rule to control SPAC. The expected behaviour is that SPAC invitation only pops up if the visitor has spent more than 30 secs on …
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Route incidents to different queues based on different chat hoursContent Hi, i have 2 different set of chat hours in a day as 8:00 A.M. to 12:00 P.M. and 1:00 P.M. to 5:00 P.M if any chat comes in between 8:00 A.M. to 12:00 P.M, i wan…
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Chat transcript scrollingContent Is chat transcript scrolling preference specific to the agent? How can this be configured to match each agent's preferences? Version Service Cloud
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Live Media Bar not appearingContent Asking this question on behalf of a customer of mine, Mizuno USA. They recently got new computers and downloaded the .NET application, but suddenly their agents …
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How to make the chat workspace pop to the foreground?Content I'm interested in knowing how to pop the chat workspace to the foreground in the following use case: when an Agent accepts a Chat and he has another dashboard ta…
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Is it possible to get the Chat WS into the foreground?Content Hi, when an Agent accepts a Chat and he has another dashboard tab already open in the console, the Chat tab is not put in the foreground. So the Chat tab is visi…Clemens-Christoffer Meyreiss-Oracle 24 views 3 comments 0 points Most recent by Erica (Leep) Anderson
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Question on Co-browse screen sharing capabilityContent Hi Experts, Could you please help me to understand the capabilities of co-browse in OSvC? Can co-browse allow sharing of entire desktop screen or is this just re…
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Chat Message BasesContent I can't find out when/where these related chat message bases are being used: Key Standard AWAY_LBL Away CHAT_WITH_AGENT_HDG Chat with a Support Agent HAS_GONE_AB…