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Communication Channels
Discussion List
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Custom chat queue as default chat queueContent Hi All, Can I use custom chat queue in place of default chat queue without using any rule. I used rule to route the chat request to custom chat queue but is ther… -
Agent First Name Variable in Chat Standard TextContent Hello, Is there a way to have just the agent's first name in a chat Standard Text variable? There are a variety of end-user name options. The only options for ag…
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Priority Chat for VIP CustomersContent Hi, What do you think is the best approach in offering VIP customers priority chat? Thanks in advance! Version OSvC May 2016 -
Private Note Email IssueContent When our agents are adding private notes email type when they send the contact is getting an email also the Incident Unresolved message template. This email to t… -
Prohibit Chat Transfers to Some (Not All) GroupsContent I am looking for a way to prevent a group of agents from transferring chats to another group, but they still need to be able to transfer to some other groups. I …
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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…
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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…
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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 32 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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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… -
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…
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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…
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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…
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Rule Text and ChatContent It appears as though the then action "Add Standard Text to a thread" cannot be used in a chat workspace. Does anyone have any ideas for another way to automatica…
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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
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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 3.0
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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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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 …
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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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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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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… -
Can you start a Co-Browse session in ACB mode?Content Is it possible to configure a Co-Browse Session to start in Advanced Mode (Bypassing Instant Mode)? Version Service Cloud
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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
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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…
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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 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…
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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…
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Different Language Interface for ChatContent Hi All, I have a requirement to provide different language interface for different user. I have few queries 1) Do I need to install 2 different Oracle Admin Inte…
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Customising Chat Window- Modal window rather then popupContent Hi All, We have a requirement to show chat window as modal rather then a separate pop up. If possible then please suggest me the link of the document/Thread whic…
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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…
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Option of Survey after ChatContent Hi All, After giving user an option to use syndicate conditional chat, I want to give an option to provide a survey on the chat with Agent. Can anybody provide m…User_2025-02-03-22-15-14-082 30 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224