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