To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
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.
Communication Channels
Discussion List
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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 16 views 4 comments 0 points Most recent by User_2025-02-03-16-56-50-120 -
Showing Chat pop-up when agent minimizes AD after chat session establishedContent We have a requirement to show a chat pop-up alert when an agent has minimized Agent Desktop after chat session has been established. This is similar to the initi…User_2025-02-03-19-24-48-785 15 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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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 -
Engagement Engine: Supports a combination of SPA and non-SPA pagesContent I've been asked this question a few times and thought this information would be useful to the Community... SPA=Single Page Application Question: If our company h… -
Customers can initiate chat, but I can't accept the chat or read repliesContent I'm attempting to set up chat. Some features are working - the bar in the top right lets me log in and out, and I get a pop-up asking if I want to accept and inc…
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Chat termination event- Disconnected by agent or user?Content Hi, The transcript in the incident shows entry '01:46:40 PM] 'Rahul Yadav' disconnected ('Concluded by Agent').' Chat events table shows entry End-User Disconnec…User_2025-02-03-22-27-06-740 30 views 2 comments 0 points Most recent by User_2025-02-03-22-27-06-740
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Tell the client when there is no agent available on the chat cueContent Is there a way to change the chat waiting message to tell the client when there is no agent available on the chat cue to answer him? I would like to show the cal… -
How to change the chat link URL on the Customer Portal page?Content Can the target URL on the customer portal be changed? I want to send chat requests to an intermediate page so the chat group/category will show availability stat…
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Supervisor Monitor Chat - Join button not available.Content Hi, Supervisor can view the Ongoing Chat in the Supervisor Dashboard and clicking on that Chat opens up the Transcript. How can the supervisor monitor and then J…
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Cannot connect integrated Co-browse - Invalid Agent LoginContent /Cobrowsepremium is setup in chat and in standard.php I have looked over the message boards, but have not found this. I am attaching screenshots for reference. A…User_2025-02-03-19-17-08-065 28 views 2 comments 0 points Most recent by User_2025-02-03-19-17-08-065
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Transfer Chat does not change the Incident Assignment to transfered AgentContent Hi Jessica, We were trying the Transfer Chat option. Agent 1 transferred Chat to Agent 2. From Agent1's console, the Chat workspace disappeared and Agent2 was ab…
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Pop a chat survey in the chat window, and ensure it is tied to the contact record.Content I'm trying to verify if it is possible to have a transactional survey pop up in the chat window after the chat session? I need to make sure the survey is tied ba…
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Use emoticons in Live Chat?Content I have a request from our Live Chat team to include emoticons in their chat conversations. Is anyone using emoticons in chat and if so, how? Version November 201…
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Standard text hot key does not workContent when I chat with customer, I want to insert the standard text while I press F8 but nothing happens what is the reason? Thanks
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Visitor Browser History (VBH) on CPContent I am trying to enable VBH, can it be done using the standard CP Chat? I have EE running on my test site and the control added to the workspace. No errors, but no… -
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…
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Automatically terminate a chat after wrap up session.Content I've found that there is an issue with the way the enhanced console deals with the wrap up>terminate chat/incident process. This allows agents to abuse wrap up t…
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Video Chat - Browser CompatibilityContent Need some help from service cloud experts on this forum. We are trying to test Video Chat by using an an opensource WebRTC framework. However when trying to laun…User_2025-02-03-19-24-48-785 46 views 2 comments 0 points Most recent by User_2025-02-03-19-24-48-785
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Chat Screen QuestionContent Just wondering if anyone can give me some idea how to edit the chat screen show attached so that engagement and incidents are tabbed and not displayed vertically…
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Refuse ChatContent Hi all! I need always that a customer is waiting for a chat the option "refuse" not apeer to operator. In attachment a screenshot. Thanks!
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When 2 Chats Are In Progress, Chat 1 Terminate Button is Greyed OutContent We are seeing an issue with agents who take 2 chats at a time. If the chat in tab 1 is finished before tab 2, the terminate button is greyed out and the agent is…
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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… -
Is there a hot key combination to 'Send' the message in the chat Compose text box?Content We've got reps who go into Wrap and then get a message prompting them that they are sending a message "You have indicated that you want to send a response, but d…
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Co-browse Best PracticesContent Please download this white paper about best practices related to Oracle Co-browse, including guidance around planning, deployment, agent training and measuring s… -
Routing chats based on the # Xs the contact has contacted usContent Hi, Our business is looking at how we can route a chat to a designated queue (not the default queue) based on how many times that customer has contacted us withi…User_2025-02-03-20-01-41-735 20 views 2 comments 0 points Most recent by User_2025-02-03-20-01-41-735
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EE Rules Not WorkingContent We are using the Engagement Engine to place a chat icon for the Syndicated Conditional Chat widget using CSS. This works except for our Contact Us page where we …User_2025-02-01-08-41-00-820 14 views 4 comments 0 points Most recent by User_2025-02-01-08-41-00-820
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Syndicated Proactive Chat not working in External pages.Content Hi All, I have been trying to implement Syndicated Proactive widget in an external page. A simple hello world is displaying through EE but just the Proactive wid…
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Handle Chat OverflowContent Hi, Could someone help me with Chat Overflow scenario. Case 1: When All Agents are busy, the new Chat request should be placed in an Overflow queue. How can this…
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Advanced Routing - ChatContent We have implemented advanced routing in Chat using the answer https://cx.rightnow.com/app/answers/detail/a_id/7826. However the advanced routing behaviour is err…User_2025-02-03-19-24-48-785 25 views 2 comments 0 points Most recent by User_2025-02-03-19-24-48-785
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Standard Text HTML linksContent Hi, I've tried to use Standard Text rendering as HTML to provide users with links, however, it seems whenever you create Standard Text with an HTML link in the l…