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Environment:

Chat, Browser UI, Engagement Panel
Oracle B2C Service 

Resolution:

For agents handing chats in the Browser UI, a new Timestamp Option is available for sites using Engagement Panel version 14+. This is an update to the Engagement Panel, that improves the agent's experience by making the timestamps in the chat transcript easier to understand. Agents can control the presentation of the timestamp within their personal preferences for chat within the Browser UI. They can select from the 12-hour format, the 24-hour format or the format assigned to the interface in which they are chatting. The interface presentation is controlled by the Chat Administrator.

Previously, agents could not control the format of the timestamp. Now, agents handling chats within the Brower UI have the option to select the timestamp format for all chat messages posted into the chat transcript. This capability applies to both active chat sessions, as well as the historical chat transcript.

Please note, this is a presentation update that only applies to the agent's experience and does not affect the end user’s chat experience. 

Technical requirements for this feature:

• Engagement Panel version 14+ must be deployed for the site
  • If Engagement Panel version 14 is not generally available, then 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 14 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

• The timestamp setting is immediately updated upon saving the change
• The timestamp setting is remembered across chat sessions & Browser UI sessions
• When Agents navigate to their personal preferences settings in the Browser UI, they can select the timestamp format in the “Chat Time Display” menu