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.
Learn about the new Oracle AI Agent Studio for Fusion Applications: Watch Now
Communication Channels
Discussion List
-
Change queue if no agents are availableContent Hi, We have rules in place to say if Cat A is chosen, go to Queue A. Cat B goes to Queue B. each queue has its own dedicated team (Profile A, Profile B) However,…User_2025-02-03-19-49-57-702 34 views 3 comments 2 points Most recent by User_2025-02-03-19-49-57-702 -
Mitigating bots in ChatContent We've seen a spike in bots entering chat from the same IP address - over 500 chat requests from the same IP asking for Price Adjustments in June 2018. Adding thi…
-
co-browse widget move to help menuContent Hi, We need to move cobrowse widget from bottom right of screen (main html) for application to help menu. Any help, suggestions, code snippet or reference to hel… -
Change chat message when a customer has been transferred?Content At the start of a web chat standard text pops up saying something along the lines of "Thank you for using web chat you're speaking to Jo how can I help you today…User_2025-02-03-19-49-57-702 70 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
-
Live Chat is always unavailable in the pages which has CustomizationContent Dear All, As subject described, Live Chat is always unavailable in the pages which has Customization. For the pages which don't include the customization, the li…
-
ConditionalChatLink - doesn't route properly. Ignores chat rules.Content Hi, We have chat rules in place to move chats to the correct profile. However, this doesn't happen as expected. Instead, the chat_data parameter on the chat laun…User_2025-02-03-19-49-57-702 34 views 3 comments 1 point Most recent by User_2025-02-03-19-49-57-702
-
CHAT SOAP API - Setting chat queue without Business RulesContent Hello guys, how are you doing? I am working with the CHAT SOAP API, using several chat queues and business rules in OSvC. My question is about the chat queue ass…
-
Help - How do i devide in a report?Content Hi, I'm trying to get add average response time to my chat transcripts report, I cant find a field for this so think I'm going to have to make a customer field. …User_2025-02-01-08-49-11-455 24 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
-
How to export Chat Event Details (chat_events.data_str) programmatically (via API)?Content Hi all, Is there a way to export the ChatEvent Details programmatically? I looked up the REST API for Chat service (https://docs.oracle.com/en/cloud/saas/service… -
Custom Validation on Chat FormContent Hi, What I am trying to achieve without success is the ability to initiate chat only when certain conditions are met. In particular, I have added a custom requir…
-
Customizing syndicating proactive chatContent Is it possible to customize the proactive chat widget? If yes, how would you put the customized proactive chat widget on the page vs the "out of the box" proacti… -
Page Peek with Popover Chat UXContent We recently added a popover chat UX, where the chat window will open and close over our external sites. Please see attached PPT. We are using jquery and javascri…
-
Multi Chat HoursContent We have two different groups in our Org that need to do Chat. The main group needs chat hours are from 8AM to 7PM. However another smaller group needs to be able…
-
Chat agent statistics.Content I made a report that brings various information about the chat service, detailing chat to chat. In this report I would like to include a column with the date inf…
-
How to create an incident ticket when the chat is routed to Virtual Assistant?Content Hi all, I've set up and configured Virtual Assistant for my OSvC site following the documentation. http://documentation.custhelp.com/euf/assets/devdocs/august201…
-
Route Chat calls to another queue automaticallyContent I have a Profile A that wiht Queue A, but when there are no more agent sessions available I would like to direct the calls to Profile B. How can I do this?User_2025-02-03-17-19-40-969 22 views 2 comments 0 points Most recent by User_2025-02-03-17-19-40-969
-
MEDIUM TIME counting of chats agents.Content In our reports we have a column with the following expression: date_diff (chats.completed, chats.first_engaged) But this time-of-service information does not con…
-
Limit Chat entry per XX minsContent Is there a setting/way of limiting the number or times a customer may enter chat within XX minutes? We've got former employees hosing up our chat volume by enter…
-
Syndicated Chat not showingContent Hi All, I am facing issue in configuring the SPAC widget, I am getting the below error in console. Error: index.jsp:1 The SSL certificate used to load resources …
-
Creating a Conversation Thread via SOAP APIContent Hi there, I am using the Custom Chat Interface API and would like to create a Conversation Thread with Inbound and Outbound messages using the PostChatMessage En…
-
Proactive chat with pre-populated user detailsContent Hi, We need to initiate user chat on our application page with Proactive chat with pre-populated user details. Chat widget is available only for already logged i…
-
Video Chat availabilityContent Hi All, We are planning to add Video chat capability for our agents and wondering whether this feature is available. We are on 17D and have not switched on to Br…
-
Alerting to abandoned chatsContent Hi, I am wondering if anyone here is using an alert for abandoned chats? If so, what are you using as the exception? I am trying with chats.first_engaged IS NULL…User_2025-02-03-16-51-39-328 41 views 4 comments 1 point Most recent by User_2025-02-03-16-51-39-328
-
Engagement Engine rule fires but doesn't offer Syndicated Proactive ChatContent Hi – having problem where the Engagement Engine rule does not offer Syndicated Proactive Chat from an external site like it’s supposed to - the inspector view & …
-
Avoid creating customer contacts from chatContent In my case Customers and Non Customers can access to the chat service, but i don't want that if one Customer access for first time (or qith another email that i …
-
Getting Notified of Agent clicking Terminate ChatContent Hi, I'm looking to integrate Oracle Service Cloud with a BOT platform of my own wherein I'm using the Third Party Queue API. This integration is on many channels…User_2025-02-03-19-39-05-153 26 views 2 comments 1 point Most recent by User_2025-02-03-19-39-05-153
-
Chat Media Bar MissingContent Good day all, When adding newly trained agents to our Chat profile, the media bar doesn't display in the upper right corner. New agents are being added to an exi…User_2025-02-03-18-37-16-855 33 views 6 comments 0 points Most recent by User_2025-02-03-18-37-16-855
-
Engagement Engine Syndicated Proactive Chat Via Native Mobile AppContent Is it possible to use Engagement Engine to control popping proactive chat offers via our Native Mobile App? We currently use Engagement Engine to control proacti…
-
Chat queue not updated after the chat transfered to different interface queueContent Hi All, We have two interfaces for sales and support. Sometimes customers use the sales "Chat" link to initiate a chat for support and the sales team transfers t…User_2025-02-03-19-25-28-008 34 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
-
Set agent available via API to take a chat in queueContent Hi, We've been looking at SOAP Chat API documentation and it seems SetAgentState has been disabled. Here is the scenario: 1. Customer clicks on chat link and ent…User_2025-02-03-17-32-15-972 34 views 7 comments 0 points Most recent by User_2025-02-03-17-32-15-972