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Discussion List
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Change Live Agent iconSummary: Does anyone know how to change the Live Agent icon in the lower right corner? We changed the icon for ODA via HCM Design Studio, but don't see where we can chan… -
HR Help Desk - Edit Posted MessageSummary: It appears Oracle offers the functionality for agents to edit sent messages in Next Gen Help Desk and we have the profile option enabled. Can someone please tel… -
Conversations page not showing any conversations Next Gen HRHDSummary: Hi All, We have migrated Classic HRHD to Next Gen HRHD Redwood and we are testing the conversations features. Currently when we initiate the conversation from S…
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Live Chat - Access to Interactions as an EmployeeSummary: Hi All, We have enabled the Live Chat feature and its working for us without any issues. However, our client wants to show the interactions to employee as well.…
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Missed Help Desk Live Chat NotificationSummary: When an agent misses a Help Desk Live Chat, a seeded notification is triggered. When clicking the link of the notification, a blank page loads that seems to rou… -
How to automatically reject pending live chat requests when all agents are offlineSummary: We have enabled Live Chat for Fusion service and have encountered a problem whereby pending live chat requests are being queued, even when all agents are offlin…
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MS Teams integration user/team not popuilSummary: In HR Helpdesk (redwood experience) I'm trying start a conversation via a MS Teams Collaboration Channel. The Channel & Tenant are selectable, but When I need t… -
Is there a way to make the Outcome and Notes required for Live ChatSummary: Is there a way to make the Outcome and Notes required for the agent side of Live Chat when a chat is closed? Content (please ensure you mask any confidential in… -
Where does the default value for Subject in help desk chat come from?When we initiate a help desk chat , the word 'help' defaults in the text box. I can't see any default values defined for this in application composer as well as VB, so n… -
Notifications for messaging on SRsHas anyone set this up before? I have a client looking to send notifications when: An agent messages an employee on a Service Request → the employee gets a notification …
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Transfer from Oracle Digital Assistant to Live Chat from HCM landing pageSummary: We understand that as it currently stands, in order to transfer from Oracle Digital Assistant to Help Desk Live Chat, this must be done via the My Help Employee…
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Live Chat Wrap Notes are not generated after chat is closed - Gen AI HelpdeskSummary: Hi, We have enabled Gen AI for helpdesk and also the Live Chat functionality. We have followed below documents :- Create a Help Desk Request from a Chat or Call…
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Incident and Chat Translation Configuration Using Systran Translation ServiceOracle B2C Service offers translation capabilities in the Incident threads and Chat modules of the Agent Browser UI. Both features require a language detection External …Jacob George-Oracle 43 views 0 comments 0 points Started by Jacob George-Oracle Communication Channels
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Incident and Chat Translation Configuration Using OCI (Language Service and Generative AI)Oracle B2C Service offers translation capabilities in the Incident threads and Chat modules of the Agent Browser UI. Both features require a language detection External …Jacob George-Oracle 76 views 0 comments 1 point Started by Jacob George-Oracle Communication Channels
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Help desk agents from various queues are replying to tickets using the HRES sender addressWe’ve identified an issue where agents from various queues are replying to tickets using the HRES sender address. The concern is that when employees respond to those ema…
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Live Chat Admin/Config Questions - HR Help DeskSummary: We have some questions regarding Live Chat for HR Help Desk that we are unable to locate in the documentation provided. Content (please ensure you mask any conf…
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Passing Customer Details to WCFS WidgetSummary: We’re implementing the WCFS (Web Customer Facing Service) widget on our website (not the standard Oracle support site). We’re using a pre-launch form for non-cu…Prakash Dharamsodh 23 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Unable to add user to the support portal.Currently we are facing an issue in adding users to Oracle support portal. Is there any detailed description on how to add a user to the support account. I am being adde…
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Web Chat for ServiceSummary: I have a few questions about configuring WCFS that I cant find in the documentation. Content (required): Can I change the launch button? The default is a square… -
Live Chat icon not visible in Service Request Help deskHi Everyone, We are enabling new feature Live Chat - Help Desk Live Chat and followed all the steps as suggested in document. We are facing an issue where Chat Icon need…
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Why is my instance still showing English when I log in with Spanish or Brazilian Portuguese users?Hi everyone, I have installed two languages—Spanish and Brazilian Portuguese—in my instance. When I log in with the English user, it shows the English language correctly… -
Ability to view chat transcript as a helpdesk userSummary: Hi, We are looking to enable chat within our Fusion Helpdesk environment and whilst this is working from an agent perspective, we are unable to see the chat tra…