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Frequently Asked Questions about the Historical Chat Transcript feature
Answer ID 12500   |   Last Review Date 12/07/2022

How can I disable the Historical Chat Transcript feature for chat agents in the BUI?

Environment:

Chat, Browser UI
Oracle B2C Service (OSvC)

Resolution:

  • What is the Historical Chat Transcript feature?
    • Agents handling chats in the Agent Browser UI can now easily see previous chat sessions within the transcript control. Agents can scroll within the transcript control to see the transcripts of chats that have occurred in the recent past (ex: 30 days)
    • This makes reviewing past chats easier for agents by reducing the clicks it takes to access relevant information
  • What are the technical requirements for using the Historical Chat Transcript feature?
    • CX Version 21A+
    • Agents must use the Browser User Interface to handle chat sessions
    • The Engagement Panel version 12+ must be deployed for the site (Great News: All customer sites are currently using EPv12+!)
  • How can I enable & disable the Historical Chat Transcript feature?
    • This feature is enabled by default
    • If you would like to disable this feature, update the AGENT_DISPLAY_CHAT_HISTORY config verb to zero (0)
      • Related Config Verb: AGENT_DISPLAY_CHAT_HISTORY
      • This configuration setting is automatically enabled (set to one (1) by default)
      • The default setting is 30 days
  • Is there documentation related to the Historical Chat Transcript feature?
    • Yes!
    • Agent Browser UI documentation can be found at this link.