Category 272
Discussion List
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Chat Media Bar MissingContent Good day all, When adding newly trained agents to our Chat profile, the media bar doesn't display in the upper right corner. New agents are being added to an exi… -
Syndicated Chat RoutingContent I am currently on August 2014 version and will soon upgrade to May 2016. I am attempting to setup a syndicated chat widget. . I have it working, but it keeps rou… -
Chinese And Korean Chat forms - Last name appears before First nameContent We have out Chat implemented on various languages. We have observed that the Chat Launch Form shows the Last name before the First name in Chinese and Korean Lan… -
Set agent available via API to take a chat in queueContent Hi, We've been looking at SOAP Chat API documentation and it seems SetAgentState has been disabled. Here is the scenario: 1. Customer clicks on chat link and ent…Viktor Tairov-118798 34 views 7 comments 0 points Most recent by Viktor Tairov-118798 Communication Channels
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Chat & Co-browse : Mobile appContent Is there a possibility to have a proactive chat on native mobile app (not HTML5) using RN? We have a use case where a prospect needs a small chat pop up in the s…Niranjan Manohar 33 views 6 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Need a way to conference into a queue instead of picking a specific agentContent Hi, We have a requirement where the chat conference needs to be routed to a queue instead of single agent. I am not sure whether there is any built in functional… -
How to mantain the same session opening other tabs of the website?Content Hi all, We are implementing the Oracle Right Now chat using the chat widget. Currently, the chat opens in a separate window from which it was invoked, however, I…Monica Valois 14 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Dropdown list missing in agent Co-browse ViewContent I searched through forums to see if this is an issue or an expected browser behavior, but when we use cobrowse and if a customer select a dropdown field, the age…
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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
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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…
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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 18 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 30 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