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Communication Channels
Discussion List
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Emailing direct to the Oracle mailboxContent Hi, The majority of email we receive is routed through our Exchange mailboxes which have forwarding in place to send on to the Oracle mailbox. We would like to g… -
Engagement Engine Display Syndicated Conditional ChatSummary Adjust Chat Login Page Height & WidthContent I know we can specify the height and width of the Syndicated Conditional Chat in the Engagement Engine rules, but is…
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Chats through the Genesys Media BarSummary Trouble getting Chats through the Genesys Media BarContent Hi, we are having difficulties getting chats through the Genesys Media bar. They come to RN (we can se…User_2025-02-03-16-51-39-328 39 views 14 comments 1 point Most recent by User_2025-02-01-08-41-00-820
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Chat Option AvailabilitySummary Can you hide the chat option if your agents are at full capacity?Content I am trying to understand the functionality of this chat tool. If we set our number of c…
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Route Chats between CentersContent Hello! Is it possible to give one call center or group 60% of the chats that come in due to staffing issues? Thanks! Chandini
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Chat Rules How to modifySummary How to modify our Chat Rules so we receive only internal chatsContent How do we change chat rules in Service Cloud so that only internal users can submit a chat …
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Chat Agent Statistics - Real Time BUISummary Require current status of Agents when using BUIContent Hi The real-time Chat stats reports don't report on agent status when in BUI. As a workaround I've written…
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Chat Service Optimisation - IdeasSummary Chat Service Best PracticesContent Hi, We are looking into our chat performance and are finding some issue affecting it. Therefore, I was wondering if anyone wou…User_2025-02-03-16-51-39-328 33 views 2 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Can a supervisor view an agents chat as it is happening?Summary Can a supervisor view an agents chat as it is happening?Content Hi, Let's say Agent A has a chat going with a customer. Can their supervisor view that chat as it… -
Is Oracle Autonomous Chatbot the same thing as VA?Content I saw this event coming up which doesn't mention VA however it sounds almost like VA has been renamed: https://eventreg.oracle.com/profile/web/index.cfm?PKwebID=…
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Chat links become encodedContent Hi, When an agent sends the customer a link, it's fully encoded and when a customer sends a link to the agent, the link also becomes encoded In fact, not only th…
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Chat request errorSummary There was a problem with the request and the action could not be completedContent Hi Gurus, When i try to raise chat request as a customer, system is throwing er…
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send picture to agent within chatSummary send picture to agent within chatContent Dear all,I want send a picture from customer portal chat page to Right now chat agent, when I send message like "",web p…User_2025-02-03-19-46-15-996 34 views 4 comments 0 points Most recent by User_2025-02-03-19-46-15-996
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Cannot Make Product Required on Chat LaunchContent Hello, I have a requirement to route to different chat queues based on the Product selected. I have added the Product dropdown field to my chat launch form, but …User_2025-02-03-21-55-10-979 39 views 4 comments 1 point Most recent by User_2025-02-03-21-55-10-979
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Modify chatLinkClicked functionContent Is it possible to add a target to the chatLinkClicked function? We are looking to target an iframe id. Version 17d -
Off The Record ReportingContent Does anyone know how to report the number of times the "OTR" functionality is used during a given timeframe? I am not able to locate any OTB reports and am havin…User_2025-02-03-18-37-16-855 46 views 2 comments 0 points Most recent by User_2025-02-03-18-37-16-855
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Duplicate email address with Email Address Sharing disabledContent Hello, We have Email Address Sharing disabled, but still, we have a number of contacts with same email address (sent by API integration from a platform). The ema…
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Agent web vs Right nowContent I would like to know what are the pros and cons of using AgentWeb over Right Now or the way around. I am implementing oracle chat feature and when it comes to Ag…
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Live Chat Chat with a member of our support team. There are agents available, with no expected wait.Content I am facing an issue while configuring chat with the application. Please find the screenshot and help me to resolve the issue.
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Text prediction in chats/incidentsContent Hi everyone, This might be a long shot but figured I'd ask here to check. Our management staff is looking into the option of increasing agent performance by usin…
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Identifying Customers who click chat but do not submit.Content Are there any tables or data elements that I can use to create a report that would help us identify customers who click on a chat button and get the pre-chat lau…
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No interface assigning to ChatsContent I created a report to check how many chats are getting abandon per day, i found that 90% chats are getting cancelled under No Value Interface, i just want to und…User_2025-02-03-19-49-50-070 27 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Focus on Incdient when accept chatContent Hi All, I have an requirement to focus on incident workspace when Agent accept chat instead of chat workspace, I have searched in workspace but no Luck. -
Setting Max Active Chat in AddInsContent Regarding setting 'Max Active Chats' from AddIn (via IChatSession interface). Latest OSvC versions ( 2017 and later) has a new setting 'Max Active Chats'. But we… -
How do WeChat users exit the current chatContent When RightNow is accessed using WeChat, what is required when the customer wants to end the session? Version Service Cloud
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Clickable Reference # in Chats?Content Hi everyone, Some of our chat agents brought up an interesting point. When working with incidents, ORN identifies reference numbers as links that allow the agent…User_2025-02-03-19-46-58-947 27 views 2 comments 1 point Most recent by User_2025-02-03-19-46-58-947
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Including CC in Email Submission creates IncidentContent We are experiencing an issue that when customers sends an email to create an incident and they also cc other people. Now when those people reply all to the email…
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Proactive Chat Offer Statistics (detail by offer)Content The out of the box report 'Proactive Chat Offer Statistics" (ACID 3033) provides offer stats for all proactive offers combined. Is there a way to configure this …
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Chat routing not working properlyContent Hello! Looking for a little help in regards to chat routing. Running into a problem where chats are not being routed to the correct agents/queue - I feel like I …User_2025-02-03-20-05-25-120 42 views 2 comments 0 points Most recent by User_2025-02-03-20-05-25-120
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Open to resolve time is 0 for webchats?Content Hi, So when a customer starts a webchat and stays on for X minutes, when the incident is created at the end of this, in our line of work, the issue has been reso…