A Hosted Non-Contact Center Named User is defined as an employee in your organization that reports outside of the Contact Center team and accesses Oracle B2C Service functionality irregularly to ‘provide’ support to customers, partners, or employees. Non-Contact Center Users for example include: employees serving as subject matter experts to the Contact Center team, employees in retail locations who help provide support to customers, managers in non-contact center departments who view reports and transactional information, field service technicians who access Oracle B2C Service beyond what is included in Oracle Field Service, and other users outside of the Contact Center who access Oracle B2C Service irregularly.

 

The Contact Center team includes any individual reporting into a group responsible for providing service to customers, partners, or employees through the channels Oracle B2C Service supports, including, but not limited to: Chat, email, phone, Cobrowse, and customer communications around case management. The Contact Center team also includes any individual reporting into a group that supports administration, operations or monitoring of the Oracle B2C Service site. Compared to the Session metrics which are for users who ‘receive’ service, the Non-Contact Center user metrics are for users who ‘provide’ service. 

 

Once this feature has been enabled, you would need to select the 'Non-Contact Center Account' check box of the staff account to designate a user as a non-contact center account, as instructed in the online documentation below.

 

Please view the online documentation Add or Edit a Staff Account for further information on configuring this feature.