Category 272
Discussion List
-
Including CC in Email Submission creates IncidentContent We are experiencing an issue that when customers sends an email to create an incident and they also cc other people. Now when those people reply all to the email… -
Clickable Reference # in Chats?Content Hi everyone, Some of our chat agents brought up an interesting point. When working with incidents, ORN identifies reference numbers as links that allow the agent… -
Proactive Chat Offer Statistics (detail by offer)Content The out of the box report 'Proactive Chat Offer Statistics" (ACID 3033) provides offer stats for all proactive offers combined. Is there a way to configure this …
-
Open to resolve time is 0 for webchats?Content Hi, So when a customer starts a webchat and stays on for X minutes, when the incident is created at the end of this, in our line of work, the issue has been reso…DigitalWMP_21 33 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Chat routing not working properlyContent Hello! Looking for a little help in regards to chat routing. Running into a problem where chats are not being routed to the correct agents/queue - I feel like I …Danielle Martinez-119923 42 views 2 comments 0 points Most recent by Danielle Martinez-119923 Communication Channels
-
Change queue if no agents are availableContent Hi, We have rules in place to say if Cat A is chosen, go to Queue A. Cat B goes to Queue B. each queue has its own dedicated team (Profile A, Profile B) However,…
-
Page Peek with Popover Chat UXContent We recently added a popover chat UX, where the chat window will open and close over our external sites. Please see attached PPT. We are using jquery and javascri… -
Alerting to abandoned chatsContent Hi, I am wondering if anyone here is using an alert for abandoned chats? If so, what are you using as the exception? I am trying with chats.first_engaged IS NULL… -
Proactive chat with pre-populated user detailsContent Hi, We need to initiate user chat on our application page with Proactive chat with pre-populated user details. Chat widget is available only for already logged i…
-
co-browse widget move to help menuContent Hi, We need to move cobrowse widget from bottom right of screen (main html) for application to help menu. Any help, suggestions, code snippet or reference to hel…
-
Custom Validation on Chat FormContent Hi, What I am trying to achieve without success is the ability to initiate chat only when certain conditions are met. In particular, I have added a custom requir…Spyros Vasardanis 29 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
-
Chat agent statistics.Content I made a report that brings various information about the chat service, detailing chat to chat. In this report I would like to include a column with the date inf…Mateus Alves 29 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
-
Change chat message when a customer has been transferred?Content At the start of a web chat standard text pops up saying something along the lines of "Thank you for using web chat you're speaking to Jo how can I help you today…
-
Live Chat is always unavailable in the pages which has CustomizationContent Dear All, As subject described, Live Chat is always unavailable in the pages which has Customization. For the pages which don't include the customization, the li…
-
Help - How do i devide in a report?Content Hi, I'm trying to get add average response time to my chat transcripts report, I cant find a field for this so think I'm going to have to make a customer field. …
-
How to export Chat Event Details (chat_events.data_str) programmatically (via API)?Content Hi all, Is there a way to export the ChatEvent Details programmatically? I looked up the REST API for Chat service (https://docs.oracle.com/en/cloud/saas/service…Fuming Shih 25 views 1 comment 0 points Most recent by Robert Surujbhan-Oracle Communication Channels -
How to create an incident ticket when the chat is routed to Virtual Assistant?Content Hi all, I've set up and configured Virtual Assistant for my OSvC site following the documentation. http://documentation.custhelp.com/euf/assets/devdocs/august201…
-
Customizing syndicating proactive chatContent Is it possible to customize the proactive chat widget? If yes, how would you put the customized proactive chat widget on the page vs the "out of the box" proacti…
-
Route Chat calls to another queue automaticallyContent I have a Profile A that wiht Queue A, but when there are no more agent sessions available I would like to direct the calls to Profile B. How can I do this?Leonardo Santos-117785 23 views 2 comments 0 points Most recent by Leonardo Santos-117785 Communication Channels -
Syndicated Chat not showingContent Hi All, I am facing issue in configuring the SPAC widget, I am getting the below error in console. Error: index.jsp:1 The SSL certificate used to load resources …Saravanan Sekar-124674 23 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
MEDIUM TIME counting of chats agents.Content In our reports we have a column with the following expression: date_diff (chats.completed, chats.first_engaged) But this time-of-service information does not con…
-
Limit Chat entry per XX minsContent Is there a setting/way of limiting the number or times a customer may enter chat within XX minutes? We've got former employees hosing up our chat volume by enter…Dan Clegg-119885 47 views 1 comment 0 points Most recent by Gursimran Singh Saini Communication Channels -
Replace chat request coming in OSvC agent desktop to Siebel application.Content Hi Gurus, We have a requirement where we want to keep RN Chat in Siebel application. When chat is initiated it comes up as a request on the Oracle Service Cloud …
-
Video Chat availabilityContent Hi All, We are planning to add Video chat capability for our agents and wondering whether this feature is available. We are on 17D and have not switched on to Br…Venkat -124865 25 views 4 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Creating a Conversation Thread via SOAP APIContent Hi there, I am using the Custom Chat Interface API and would like to create a Conversation Thread with Inbound and Outbound messages using the PostChatMessage En…Kartik Subramanian 5 views 1 comment 0 points Most recent by Robert Surujbhan-Oracle Communication Channels
-
Getting Notified of Agent clicking Terminate ChatContent Hi, I'm looking to integrate Oracle Service Cloud with a BOT platform of my own wherein I'm using the Third Party Queue API. This integration is on many channels…Kartik Subramanian 26 views 2 comments 1 point Most recent by Kartik Subramanian Communication Channels
-
Avoid creating customer contacts from chatContent In my case Customers and Non Customers can access to the chat service, but i don't want that if one Customer access for first time (or qith another email that i … -
Engagement Engine rule fires but doesn't offer Syndicated Proactive ChatContent Hi – having problem where the Engagement Engine rule does not offer Syndicated Proactive Chat from an external site like it’s supposed to - the inspector view & …
-
Video Chat Readiness White PaperContent Are you thinking about Video Chat for your contact center? It can be an easy, cost-effective way to communicate and collaborate with customers in a way that's bo…Michelle Brusyo-Oracle 45 views 7 comments 8 points Most recent by Venkat -124865 Communication Channels -
Engagement Engine Syndicated Proactive Chat Via Native Mobile AppContent Is it possible to use Engagement Engine to control popping proactive chat offers via our Native Mobile App? We currently use Engagement Engine to control proacti…