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Setting the focus on an incoming chat
Answer ID 12541 |
Last Review Date 02/03/2023
How can I focus the latest incoming chat in the console?
Environment:
Chat, Configuration Settings
Oracle B2C Service
Resolution:
The purpose of this answer is to provide information regarding the REQUEST_FOCUS_ENABLED configuration verb. The default value of this configuration setting is disabled (No). When enabled (Yes), an incoming chat request will receive the input focus when the agent has multiple sessions. This change will affect agents using both the .NET Console and Browser UI.
Because this functionality will set the focus on any incoming chats, while the agent may be responding in a different incident or chat, customers need to be extremely careful with this setup. We generally do not recommend changing this configuration verb unless there is a valid use case scenario and all agents had received appropriate training on this matter. This feature should be extensively tested in a test environment prior to enabling it in production sites.
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.
For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings.