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Chat Engagement Panel in BUI
Answer ID 12531 |
Last Review Date 11/01/2024
What is the Chat Engagement Panel in BUI?
Environment:
Chat, Engagement Panel (EP), Browser UI
Oracle B2C Service
Chat, Engagement Panel (EP), Browser UI
Oracle B2C Service
Resolution:
The Engagement Panel (EP) is the section of the Browser UI where agents handle live chats. The icons available on the Engagement Panel are actionable, depending on the status of the chat. There are many helpful icons, timers, and other indicators to help agents understand the status of the chat session.
The Engagement Panel includes the following:
- The transcript section, which contains all chat correspondence between the agent and the end user. If a chatbot is in place, the transcript section may also contain previous conversations that occurred between a bot and the customer.
- The compose section, which is where agents can post public messages to end users during a live chat session. Agents can also post private messages to other chat agents, who may have conferenced into the conversation. For example: when a supervisor is coaching the agent during a complicated chat session.
The Engagement Panel is a single version feature and is periodically upgraded. This upgrade is done automatically, without impact to the agent or the end user. We update this answer as new versions of the Engagement Panel become generally available.
You can easily see the Engagement Panel version applied to your sites by logging into the Browser UI and accessing the About menu.
The current, default version of the Engagement Panel in production today is version 14. Each new version of the Engagement Panel includes a new set of features that can be enabled on your site. Click the plus sign next to the appropriate heading below to expand that section for viewing.
Please Note: It is possible that your organization uses a newer version of the Engagement Panel, than what is currently the default. Oftentimes, a new enhancement for chat requires the most recent version of the Engagement Panel; and that version of the Engagement Panel may not be the default version. The following table contains features that require a newer version of the Engagement Panel, than what is currently the default:
Chat Magnification Answer ID 12452: Requirements to set-up the Magnification Function for Chat Agents in the Browser User Interface Queue Color for the Chat Toast 23C What's New Transfer options for Chat
Automatically accepting chats Terminate Confirmation Dialog Answer ID 12618: Requirements to set-up & configure the Terminate Confirmation Dialog for Chat in the Browser User Interface “Not in Focus” timer Answer ID 12669: Requirements to configure the “Not in Focus” timer for Chat in the Browser User Interface Sound Alerts Answer ID 12741: Sound Alerts for Agents handling Chat in the Browser UI
Answer ID 12711: Requirements to configure Engagement Panel Display Options for Chat in the Browser User Interface Agent Suggestions for Chat Answer ID 12841: Requirements to configure Agent Suggestions for Chat in the Browser User Interface Language Translation for Chat Answer ID 12842: Requirements to configure Language Translation for Chat in the Browser User Interface 'Action Buttons' for Chat Answer ID 12845: Requirements to implement custom 'Action Buttons' for Chat in the Browser User Interface “Not in Focus” timer reports Answer ID 12846: “Not in Focus” Time data points for Chat in the Browser User Interface Transfer Queue Allow List Answer ID 12853: Requirements to configure the “Transfer Queue Allow List” for Chat in the Browser User Interface
For additional information, refer to the 'Engagement Panel' section in the BUI Online User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
