To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Communication Channels
Discussion List
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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 … -
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… -
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…
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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…
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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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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
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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… -
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
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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 3.0
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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…
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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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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… -
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 …
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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…
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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
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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…
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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
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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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Anyone using Chat internally?Content Hi I'm looking for anyone who might be using OSC Chat internally. We’re proposing to create something call Ask An Expert, based on on OSC chat. i.e. Retail agent…User_2025-02-03-18-15-27-888 15 views 5 comments 3 points Most recent by User_2025-02-03-18-34-45-277
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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
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White-listing of file type in chat attachmentContent Hi All, I want to white-list a specific file type for the chat users in RightNow. Can somebody please provide the link or thread which explains the steps of doin…
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Is it possible to remove 'Full Control' from the Co-Browse 'state' options?Content We want to use Co-Browse, but limit the agent to View or View and Point. Is this possible?User_2025-02-03-17-48-06-016 21 views 5 comments 0 points Most recent by User_2025-02-03-17-57-42-715
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Co-Browse launched but not startingContent Hello everyone, We are currently trying to use the Co-Browsing built-in feature but it's not working. The issue behaviour is as follow: * We send a Co-Browse req…