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Chat Customer Tab Colors in Agent Console
Answer ID 10171   |   Last Review Date 03/18/2019

When is the chat customer tab changing color in the agent console?

Environment:
 
Chat, Agent Console
Oracle Service Cloud
 
Resolution:
 
After accepting a chat request from a customer, in the chat session workspace, the agents may notice the customer tab is changing colors from gray to green, yellow or red. At the start of the chat session, the color of the customer tab is gray. When the customer asks a question, the tab will change to green, in order to notify the agent that it is their turn to respond. 
 
By default, the customer tab will change from green to yellow when the agent has not responded for 30 seconds. After 60 seconds, or 30 seconds from the moment the tab turns yellow, if the agent has still not sent a response, the tab will change its color to red. Once the agent sends their response to the customer, the color of the tab will change back to gray.
 
The configuration settings that set the timing for the tab changing to yellow and red are FIRST_WARNING_TM and, respectively, SECOND_WARNING_TM. The default value of these settings is 30 (seconds). As an example, if you wish to change the tab to yellow after 20 seconds and to red after 70 seconds since the customer asks a question, the value for FIRST_WARNING_TM should be set to 20 and the value for SECOND_WARNING_TM should be set to 50.
 

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

 For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings.
 
For additional information, refer to the 'Chat with a customer' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.
 

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