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Chat Engagement Panel in BUI
Answer ID 12531 |
Last Review Date 06/21/2023
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.
The current, default version of the Engagement Panel today in production is version 14. We update this answer as new versions of the Engagement Panel become generally available. Agents can view the Engagement Panel version of the interface they are logged into by accessing the About menu in Browser UI.
Each new version of the Engagement Panel includes a new set of features that can be enabled on your site. Click the 
next to the appropriate heading below to expand that section for viewing. next to the appropriate Engagement Panel version to expand that section for viewing.
next to the appropriate heading below to expand that section for viewing. next to the appropriate Engagement Panel version to expand that section for viewing.
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.
