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FAQ’s for B2C 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 (OSvC)

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
  • 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 B2C 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