Category 272
Discussion List
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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…Sachin Jain-122354 61 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
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…Dorothy Norman 39 views 2 comments 0 points Most recent by Ryan Schofield-122326 Communication Channels -
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…Vignesh Nagarajan-126051 28 views 3 comments 0 points Most recent by Howard Williams-113855 Communication Channels
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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 …Gerard Rafols 20 views 22 comments 0 points Most recent by Barrilito van Dijk Communication Channels -
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… -
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…Adilson Leite-123564 27 views 4 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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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…chidambaram CT 56 views 1 comment 0 points Most recent by Matthias Hintner-114146 Communication Channels -
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…Gerard Rafols 22 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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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 …Kristine Tannert 46 views 3 comments 0 points Most recent by Kristine Tannert Communication Channels -
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…Prasad Mokkapati 21 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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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 CloudKristine Larsen 33 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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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 …Anthony La-125874 39 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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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…Kristine Tannert 39 views 1 comment 1 point Most recent by Jessica Bradley-Oracle Communication Channels
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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 Communication Channels
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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…Sandeep Thumati-124657 26 views 10 comments 1 point Most recent by Rajan Davis-126711 Communication Channels
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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…
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Agents can lower their Max Chat SessionsContent Hi all, This issue causes some controversy among our various teams as agents can control the number of Maximum Chat Sessions they handle using the Communication …Jody Rosher-115517 25 views 2 comments 2 points Most recent by Erica (Leep) Anderson Communication Channels -
Instant Alert for Declined Chat?Content Hello, Is anyone able to figure a way to alert someone in real-time when a chat is declined by staff? Thanks. NickNick L-113854 12 views 3 comments 0 points Most recent by Erica (Leep) Anderson Communication Channels -
is 'enable_availability_check' something that can be enabled for a subset of my queues?Content is 'enable_availability_check' something that can be enabled for a subset of my queues? Ex: I have one queue that wants the wait time per our configuration, but …
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Open a custom terms of use page before starting the chatContent Hello Everyone, My business team wants users to accept terms of use content for the chat before a chat session should start. I was thinking of throwing a custom …Manoj Singh-124281 23 views 2 comments 0 points Most recent by Barrilito van Dijk Communication Channels -
Non agents available Custom PageContent Hi, related to this previous topic (https://cloudcustomerconnect.oracle.com/posts/407761f354). I have created a custom text for non working hours…
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Co-browse functionContent Hi All, By using the cobrowse functionality,is it possible to see other sessions of the end user side. Thanks, MuthuMuthulakshmi Muthaiah-121678 12 views 5 comments 0 points Most recent by Michelle Brusyo-Oracle Communication Channels -
Unavailable chat pageContent A client wants a custom page when no agents are available/ during non working hours. This page has to have some fields (name/phone/message) and a send button. Af…