Communication Channels
Discussion List
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Modifying the expire days for Proactive nochat cookieContent Hi All, We enabled proactive chat for one of the interface and based on the few posts in the community I observed below points for proactive chat * If a chat is …Venkat -124865 106 views 1 comment 0 points Most recent by Suresh Thirukoti-Oracle Communication Channels -
Multiple Co-browse sessions.Content Hey everyone! I would like to know if I can two or more Co-browse sessions when are using different chat sessions? Same agent attending two or more customers are… -
Exporting a list of over 500 Users from Co-BrowseContent We have well over 500 users in our co-browse application. How can I export a list of users for compliance? Thank you,
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Agents adding attachmentsContent Sorry - I am sure this has been asked before - is there a way for agents to add attachments when chatting with a customer? The customer can do it but the agent c… -
Chat TimerContent I would like to know if there is a way for the timer to stop or end if the customer decides to leave either while in queue or connected with an agent. I noticed … -
Co-browse terms and conditionsContent When we add text to the Terms and conditions text box in the co-browse configuration the link that is created opens to a 404 page error. I don't see anywhere in …
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Self service flow report.Content Is there a report that brings (within RightNow) information from the "self service path" that the customer made within the service portal? Like "Frequently Asked…Mateus Alves 32 views 2 comments 0 points Most recent by Robert Surujbhan-Oracle Communication Channels
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Transfer Advanced Routing Chat but need new skillContent We have a bunch of skills routing into a single TechSupport queue. Agents get assigned chats based on their assigned skills. Works great! However, if a chat come…Joshua Hutchinson 16 views 2 comments 1 point Most recent by Joshua Hutchinson Communication Channels -
Cost per ChatContent Greetings my fellow Hero's! Wondering if anyone is willing to provide the cost per Chat for your organization? Or if you're on the Oracle side of the equation wh… -
Continues Chat?Content Hi, Is there a way to automatically bring in old transcripts (eg. last 3 chat incidents) into a new chat sessions when client initiates? This way the client can …Hamid Ismaili 17 views 1 comment 0 points Most recent by Simon Kilgarriff-118560 Communication Channels
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Adding a private note through the chat workspaceContent Hi everyone, I will start off by giving a bit of background - below is the workflow of our chat agents: * A new associated incident is being created and opened a… -
How do you measure Agent Chat Productivity in your organization?Content I've looked into a lot of the chat reporting available within Oracle Service Cloud but having a hard time figuring out what's the best report out that that can t… -
Next Ask the Experts webinars to dive into "Chat Widgets" and "Chat Reporting"Content On behalf of the Oracle Service Cloud team, I'd like to invite you to participate in our next season of Ask the Experts webinar series. These webinars are a long…Erica (Leep) Anderson 26 views 5 comments 3 points Most recent by Pavol Procka Communication Channels -
Agent Notification of Chats Waiting in QueueContent I wonder if it is possible to create a popup for chat attendants when their sessions are full and a new chat enters their queue? Edited by Jessica Bradley to inc…Mateus Alves 17 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Associating pre-created incident to request chatContent I am using Connect Web Services to pre-create an incident (say ID-1), and than associate it with a chat session. The association is done through the Request Chat…Sitt Sen Chok 17 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Chat AvailabilityContent Is there a way to have Chat set to show Available when an agent is maxed out (placing the customer in the queue), but Unavailable if zero agents are logged in? V…Letisha Ulmer 42 views 3 comments 1 point Most recent by Jessica Bradley-Oracle Communication Channels
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Delete Chat LogsContent Hello, How to delete chat logs between agent and customer? Any possibility? Or Can we edit all chat messages for a single customer to blank? I could find all cha…
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The Upload File Size Limitation on the Chat PageContent Hi, Currently we need to know the file size limitation when uploading the file on the Chat page, and whether we can set the limitation size for this? If availabl…[Deleted User] 26 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Process when agents are unavailableContent When agents are unavailable to chat for any reason (left desk, not logged in, on a call, etc.), is there a way to limit the queue time after checking for availab…
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On submit update lauch page form fields data based on custom field valueContent Hi, I have a added custom field of datatype yes/no in the chat_launch page. On clicking the submit button, if the custom field value is yes then I need to replac…Venkat -124865 27 views 1 comment 1 point Most recent by Suresh Thirukoti-Oracle Communication Channels
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Can agents have the ability to send attachments during chat to customerContent Hi, We have a requirement where customer & agents can share files during the chat. Indeed, customer can send files using "Attach File". I do not see any such fea…
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chat_landing.phpContent Hi all! How can I make the client not be able to access the chat_landing directory without passing through chat_launch? Version Customer PortalSergio Braun-124706 21 views 3 comments 0 points Most recent by Sergio Braun-124706 Communication Channels -
Do not submit survey for abandoned chatsContent Can I configure any rules that do not send satisfaction survey to Abandoned Chat? Version Service CloudLeonardo Santos-117785 16 views 1 comment 0 points Most recent by Carl Elliott Communication Channels -
Web Chat now takes users to the Support Centre PageContent Our web chat would normally take the users to an available agent, but all of a sudden once they prompt for their name and email it takes them to the "Support Cen…
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Restyle the Cobrowse button UI.Content Hi, I need to restyle the Cobrowse button UI from standard/utils/CoBrowsePremium. I've searched but I could not find a solution for this in the documentation. Th…Ionut Petreus 40 views 5 comments 0 points Most recent by Michelle Brusyo-Oracle Communication Channels
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Re-connect with same chat agentContent One of our supervisors posed an interesting question. We enable our customers on the phone to connect to the same agent on subsequent calls, if they provide an i…Kurt Helfrich 27 views 2 comments 2 points Most recent by Jessica Bradley-Oracle Communication Channels -
What is the priority of the Client in a queue transfer?Content When I transfer a consumer from my queue to another, does he enter as the first one to be served or wait for those who are waiting to be served? If he has to wai…Leonardo Santos-117785 13 views 5 comments 1 point Most recent by Leonardo Santos-117785 Communication Channels
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Question box in chat workspaceContent Does anyone use the Question box? We are upgrading to 17D from August 2017 I noticed this is empty. Where is the end user presented this field to enter a questio…Aimee Fitzgerald-123580 22 views 3 comments 0 points Most recent by Aimee Fitzgerald-123580 Communication Channels
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Chat is not Currently AvailableContent This is definitely a newbie question, but I could really use a push in the right direction here. I'm attempting to turn chat on for my organization. We have purc… -
Keywords in an abandoned chat.Content Hi, I am looking for a way to report on abandoned chats that have certain keywords in the question/customer thread. I have a report to show all abandoned chats, …