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Communication Channels
Discussion List
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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… -
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 Cloud
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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… -
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 …
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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… -
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 2016 -
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 …Pramod Vasudeva Murthy-80436 32 views 2 comments 0 points Most recent by Pramod Vasudeva Murthy-80436 -
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…
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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…
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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… -
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 … -
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…
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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…
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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… -
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…
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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 …
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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… -
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… -
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 3.0
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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…
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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… -
Response Alert to Customer During ChatContent I have used other online chat programs where the browser icon in the taskbar of the customer's computer flash when an agent responds to the customer so the custo… -
Contact Information Passed through Syndicated WidgetContent We have a syndicated widget for chat that currently is creating all incoming chats as anonymous because we don't want to ask any questions before initiating the …
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Every Chat toast or pop-up to be offered thrice to each Agent.Content In a scenario when only one Agent is logged-in and available, the chat toast appears only once and if the Agent missed accepting this chat, the toast doesn't pop…