Communication Channels
Discussion List
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Max wait time in ChatContent Hi All, I am trying to achieve this requirement - If a Customer waits in queue for more than 15 seconds and if none of the Agent is connected, then they must be …User_2025-01-30-19-06-33-073 52 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073 Communication Channels -
Chat routing between chat queuesContent I am trying to % split incoming chats between 2 different chat queues (contact centres). Chats are received from the same interface and same product type, so I c…User_2025-02-03-18-11-26-090 37 views 5 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Cobrowse Premium widget in an external pageContent Hi, I have placed the launcher.js script which i received from Livelook on an html page.I am getting a message "Service is temporarily unavailable".Any help is a…Anu Chandran-119321 18 views 3 comments 0 points Most recent by Anu Chandran-119321 Communication Channels -
Options for linking to chats from an external pageContent Hello, We recently upgraded to May 2010 and Customer Portal. We really like the level of customization available to the Customer Portal pages. We do not have cha…User_2024-12-17-21-35-06-324 17 views 7 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Communication Channels
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Block specific chat queue from receiving inbound transfersContent Here's a good one... we've got multiple unconnected business units all using chat and we need a way to prevent chats from chat queue A from being transferred to …User_2025-02-03-20-43-46-497 14 views 3 comments 0 points Most recent by Erica (Leep) Anderson Communication Channels
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Cannot pick up chat requestContent In the system it is configured using pull method. And from the realtime chat report, the agent and chat are in the same queue. However, I cannot get the pop-up o…kai zhou 24 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Communication Channels
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Send email to contact when incident is assignedContent Hello dears, We have the following situation: we want to send an email to the incident contact when the incident is assigned to a staff member. Since there is no… -
Option available after wrap-up a chat sessionContent Hi All, Scenarios: User chat with agent and then click disconnect or close the window. Agent got 2 options either to terminate the chat session or wrap-up. If ag…User_2025-02-03-22-15-14-082 40 views 3 comments 1 point Most recent by Jessica Bradley-Oracle Communication Channels
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Incoming chat assignment control reportsContent We are looking to set the maximum number of chat sessions an agent can take to 2. However, we had previously checked off the setting in the profile that has allo…User_2025-02-01-08-44-37-989 24 views 1 comment 0 points Most recent by Carl Elliott Communication Channels
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When a customer terminates the chat the agent console gives the errorContent When a customer terminates the chat. The agent console gives the error (attached as well). Cannot release lock without holding a lock. On the error screen, after…adla sayeed 13 views 4 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Issue with EE - Syndicated Proactive Chat Widget, chats not routing to the right queue.Content Requirement : When customer initiates a Proactive Chat, the Chat should route to the queue based on the interface, language and Country values selected from the …
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Synidated Condition Chat Link to appear in translated text via Engagement EngineContent We are implementing our Syndicated Conditional Chat Link via Engagement Engine in 13 different Languages. I have setup a single rule in EE for the SCCL and set a…
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Chat stats only go back to Feb. 1stContent Hi, We've had chat since Sept. 2015. I run the Chat Summary report (or All Chats report) by Year/Month, and now stats for chats only going back to Feb. 2016 are …User_2025-02-03-18-13-52-763 24 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Communication Channels
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Track Chat request when Agents are not availableContent Anyone have a solution to track when chats are requested but the server doesn't put the chat into the queue because there are no session? It would be nice if a c…Carl Elliott 8 views 4 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels -
Getting Disconnected while active on a chatContent Does anyone else experience their agents getting disconnected, often when actively in the middle of a RightNow chat? The agents will notice the 3 Green connectio…User_2025-02-03-17-36-32-317 39 views 4 comments 1 point Most recent by User_2025-02-03-22-16-06-242 Communication Channels
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Engagement Engine PagePeek/View HistoryContent I've followed the following guide to enable page peek and visitor browser history https://cx.rightnow.com/ci/fattach/get/983679/0/filename/Oracle+Service+Cloud_Q…
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The syndicated Conditional Chat link doesn’t appear if the chat form is opened consecutively more t.Content The syndicated Conditional Chat link doesn’t appear if the chat form is opened consecutively more that 4-5 times. We are using Engagement Engine to render the sy…
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Count of Chat Disconnection Message in a Chat SessionContent Hi All, Is there is any report which shows the chat disconnection message? I would like to understand how many times this happens for each chat. Version 3.0Anu Chandran-119321 26 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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ICB Co-Browse and image serverContent We are using ICB co-browse but some images are not showing up in the co-browse. We think this may be because the images are supplied from a content engine / imag…Carl Elliott 27 views 2 comments 1 point Most recent by Michelle Brusyo-Oracle Communication Channels
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Several items in chat configuration no longer workContent In Chat workspaces, under Options, the following items no longer work: * Automatically release chat after wrap-up * Automatically close editor after chat is term…User_2025-02-01-08-53-02-236 42 views 4 comments 0 points Most recent by User_2025-02-01-08-53-02-236 Communication Channels
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Response Alert to Customer During ChatContent I have used other online chat programs where the browser icon in the taskbar of the customer's computer flash when an agent responds to the customer so the custo…Frank L 41 views 5 comments 0 points Most recent by User_2025-02-03-18-33-43-372 Communication Channels -
Contact Information Passed through Syndicated WidgetContent We have a syndicated widget for chat that currently is creating all incoming chats as anonymous because we don't want to ask any questions before initiating the …User_2025-02-03-20-25-43-318 41 views 4 comments 0 points Most recent by adla sayeed Communication Channels
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Every Chat toast or pop-up to be offered thrice to each Agent.Content In a scenario when only one Agent is logged-in and available, the chat toast appears only once and if the Agent missed accepting this chat, the toast doesn't pop…
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Modifying the Appearance of a Private Message in ChatContent Can the appearance of a Private Message in a chat session be modified to make it stand out more so that the Agent does not mistake the private message as a comme…User_2025-02-03-20-29-17-872 45 views 1 comment 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Skill based routing - Chat not getting assigned to Agents.Content Hi, We have Skill Based Routing enabled in our site. The configuration is complete 1. Advanced Queues 2. Profile with Advanced Queue selected 3. Skill score on p…Vinothini Keerthi Kumar-Oracle 40 views 5 comments 0 points Most recent by User_2025-02-03-20-29-17-872 Communication Channels
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Sending an email to an email address from a custom objectContent We have a requirement to send an email to a person that is not in the standard Contact object. Is it possible to leverage Oracle Service Cloud's built-in emailin… -
Chat transfer causing desktop stallContent We are currently allowing our agents to transfer chat sessions to other agents. But when we transfer the chat the whole desktop work space freezes until the chat…User_2025-02-03-20-08-05-509 23 views 3 comments 0 points Most recent by Jessica Bradley-Oracle Communication Channels
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Engagement Engine - Syndicated ProActive Chat - Agent Availability with Specific ProfilesContent Hello, I'm looking for a solution to present Syndicated Proactive chats to the customer through Engagement Engine only if there are agents available with a speci…User_2025-02-03-16-56-50-120 13 views 4 comments 0 points Most recent by User_2025-02-03-16-56-50-120 Communication Channels