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For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Discussion List
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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 41 views 4 comments 1 point Most recent by User_2025-02-03-22-16-06-242 -
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… -
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… -
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 42 views 4 comments 0 points Most recent by User_2025-02-01-08-53-02-236
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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…
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Modifying the Appearance of a Private Message in ChatContent Can the appearance of a Private Message in a chat session be modified to make it stand out more so that the Agent does not mistake the private message as a comme…
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Skill based routing - Chat not getting assigned to Agents.Content Hi, We have Skill Based Routing enabled in our site. The configuration is complete 1. Advanced Queues 2. Profile with Advanced Queue selected 3. Skill score on p…Vinothini Keerthi Kumar-Oracle 40 views 5 comments 0 points Most recent by User_2025-02-03-20-29-17-872
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Sending an email to an email address from a custom objectContent We have a requirement to send an email to a person that is not in the standard Contact object. Is it possible to leverage Oracle Service Cloud's built-in emailin… -
Chat transfer causing desktop stallContent We are currently allowing our agents to transfer chat sessions to other agents. But when we transfer the chat the whole desktop work space freezes until the chat…
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Engagement Engine - Syndicated ProActive Chat - Agent Availability with Specific ProfilesContent Hello, I'm looking for a solution to present Syndicated Proactive chats to the customer through Engagement Engine only if there are agents available with a speci…User_2025-02-03-16-56-50-120 13 views 4 comments 0 points Most recent by User_2025-02-03-16-56-50-120
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Different Language Interface for ChatContent Hi All, I have a requirement to provide different language interface for different user. I have few queries 1) Do I need to install 2 different Oracle Admin Inte…
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Anyone using Chat internally?Content Hi I'm looking for anyone who might be using OSC Chat internally. We’re proposing to create something call Ask An Expert, based on on OSC chat. i.e. Retail agent…User_2025-02-03-18-15-27-888 16 views 5 comments 3 points Most recent by User_2025-02-03-18-34-45-277
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Option of Survey after ChatContent Hi All, After giving user an option to use syndicate conditional chat, I want to give an option to provide a survey on the chat with Agent. Can anybody provide m…User_2025-02-03-22-15-14-082 30 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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White-listing of file type in chat attachmentContent Hi All, I want to white-list a specific file type for the chat users in RightNow. Can somebody please provide the link or thread which explains the steps of doin…
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Is it possible to remove 'Full Control' from the Co-Browse 'state' options?Content We want to use Co-Browse, but limit the agent to View or View and Point. Is this possible?User_2025-02-03-17-48-06-016 21 views 5 comments 0 points Most recent by User_2025-02-03-17-57-42-715
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Co-Browse launched but not startingContent Hello everyone, We are currently trying to use the Co-Browsing built-in feature but it's not working. The issue behaviour is as follow: * We send a Co-Browse req…
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Transfer - Does not carry over the Workspace field values to transferred agents.Content Hi, On the Chat workspace, we have exposed two Custom Incident fields [Categories & Sentiment]. These fields are required fields and before Transfer, it prompts …
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proactively chatting with a specific customer.Content My customer previously used Live Person for "proactive" chat on their external websites. They miss the ability to see parameters about specific end users visitin…
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Launch chat outside of a pop upContent Hi guys, Pretty sure this is a no, but can't find anything that states - can you amend the chat_launch page so that the chat launches directly in this instead of…User_2025-02-03-17-03-04-780 30 views 3 comments 0 points Most recent by User_2025-02-03-17-03-04-780
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Engagement Engine - To capture the Web Page TitleContent Requirement : I need to capture the Web Page Title through Engagement Engine. I have setup a Rule within the Engagement Engine Editor to Populate the Custom Data…
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Chat workspace does not show the Contact FieldsContent Hi, Issue: Contact fields do not show up for an Ongoing Chat session on Chat Workspace. We have customized the Chat workspace as shown in the image [attached] 1.…
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install Oracle Service Cloud only available on IE browserContent Hi, Install Oracle Service Cloud button is available only on IE browser. On FF and Chrome, its greyed out with the below text. Internet Explorer or Microsoft Edg…Vinothini Keerthi Kumar-Oracle 46 views 3 comments 0 points Most recent by Vinothini Keerthi Kumar-Oracle
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Co Browse from Desktop Browser not allowedContent Hi, I get the below error when I try to initiate co browse in a customer chat session. The screen sharing button is also disabled. "The customers environment doe…
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Terminate or Wrap-Up PopupContent Hi, I would want to customize the Terminate or Wrapup Popup and show only Terminate button. Where can I do this ? Do you want to Terminate? Terminate button /> A…
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Adding field to Message BaseContent Hi, Message base - CHAT_GREETING_MSG - We want to edit it and include Custom message like this Welcome to Oracle Sales Chat. My name is . In case we should be di…Vinothini Keerthi Kumar-Oracle 33 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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How to configure a limited amount of time per chat?Content Hello All, I would like to know if there's a way to configure a maximum amount of time per chat for the agents, in order to guarantee the agent doesn´t utilize t…