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FAQ’s for Oracle B2C Service Chat Monitoring Notifications
Answer ID 12237 |
Last Review Date 05/27/2022
How do the Chat Monitoring Notifications work?
Environment:
Chat, Browser UI
Oracle B2C Service
Resolution:
For agents handling chats in the Browser User Interface, they now see a message within the chat transcript control that shows when a supervisor is monitoring the session.
Technical Requirements:
- Engagement Panel version 13+ must be deployed for the site
- If Engagement Panel version 13+ is not generally available, then you can email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
- There is no downtime associated with this update. First, we will enable Engagement Panel version 13 on your test site, then on your production site at a day/time of your choosing
- To confirm the current default Engagement Panel version, please check Answer ID 12531: Chat Engagement Panel in BUI
- Create a new custom config verb:
- CUSTOM_CFG_CHAT_SHOW_MONITORING_MESSAGE_ENABLE
- Data Type: True/False
- Type: Interface
- Required: Yes
- Default: False
FAQs
- Does this feature require a new version of chat?
- No
- Is this feature disabled by default?
- Yes
- What happens when more than one supervisor is monitoring the chat session?
- The agent is notified when any supervisor starts or stops monitoring the active chat session, regardless of the number of supervisors or the amount of times they start/stop monitoring the chat
- What is the agent experience like when they are logged into an interface where the language is set to something other than English?
- Then the new monitoring notifications will be translated into the language set on the interface
- Can a Oracle B2C Service Administrator update the wording of the new monitoring notifications?
- Not at this time. The ability to have a CX Administrator update the wording for the monitoring notifications is planned for the next phase of the feature
- Within the new monitoring notifications, can I include the token so the agent’s display name shows?
- Not at this time. The ability to have a CX Administrator update the wording for the monitoring notifications is planned for the next phase of the feature