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Discussion List
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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… -
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… -
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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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 111 views 0 comments 0 points Most recent by Jacob George-Oracle Communication Channels -
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 161 views 0 comments 1 point Most recent 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 84 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
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… -
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…
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How do I set opening hours for Live Chat in HR Help Desk?Summary: We are trying to deploy Live Chat for HR Help Desk (without ODA) but can't find any documentation that talks about how to set opening hours. The Live Chat servi… -
How can I see Live agent availability for Live Chat in HR Help Desk?Summary: We need to be able to see the Live status of Agents that have set their presence / availability for Live Chat in the omnichannel global header For Live Chat it …
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Hi All,Summary: We have implemented the ODA with live chat using an embedded service, in the visual builder there are no automatically generated application, which required dep…
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How can I change my language preference in my Cloud Customer Connect Account?Summary: How can I change my language preference in my Cloud Customer Connect Account? Content (please ensure you mask any confidential information): How can I change my… -
chat duration alertSummary: We would like to flag chat durations to agents when a chat has exceeded a specific duration. For example if a chat has exceeded 10 minutes an on-screen alert co…Sharon O'Malley 53 views 1 comment 0 points Most recent by Laura Rizea-Support-Oracle Communication Channels
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Can we set up email notifications for internal notes on SRs?Summary: Is there a way to set up notifications or emails for when someone leaves an internal note on an SR? Right now, we don't receive any alerts, so it's easy to miss…
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End of Chat Survey Page to Appear within Chat Landing PageFor a chat opened from the Oracle B2C Service customer portal chat_landing page, the end of chat survey (configured via rules) can be opened only in a new browser page a…Jacob George-Oracle 83 views 2 comments 0 points Most recent by Jacob George-Oracle Communication Channels
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How to view the old communication in the latest email received by HR Helpdesk user?Hello Everyone, In our HR Helpdesk, we are encountering an issue with retrieving old conversations between users and agents in the latest email exchanges. For example, w…
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HR Help Desk Emails Intermittently Not Sending When Responding via EmailWe’re experiencing an intermittent issue with HR Help Desk email notifications. When agents reply to a ticket via email, sometimes the response successfully sends an ema…