Collapse
Submit a Service Request
Contact Information for Technical Support
My Service Notifications
Requirements to set-up & configure the Terminate Confirmation Dialog for Chat in the Browser User Interface
Answer ID 12618 |
Last Review Date 05/25/2023
How can I configure the Terminate Confirmation Dialog for chat in the BUI?
Environment:
Chat, Browser UI, Engagement Panel
Oracle B2C Service
Resolution:
Administrators can now enable a termination confirmation dialog that prevents agents from accidentally closing an active chat. The Termination Confirmation can be enabled as an interim step within the chat termination process; with this configuration, Agents are required to confirm the termination of the chat session. By default, the chat termination button appears in the chat panel for all agents. If the termination confirmation dialog is enabled for the agent's profile:
- when the agent clicks the terminate button on the chat panel, then a dialog appears & asks the agent to confirm the termination step
- when the end-user concludes the chat session, then the chat is placed into wrap-up mode, then the agent sees the terminate button. When the agent clicks the terminate button, then the agent does not see the termination dialog
This enhancement makes it easier for agents to use the chat panel within the Browser UI:
- The message shown within the termination confirmation dialog are not controlled by Administrators, Oracle provides the following:
- When the customer's name is known, then the message contains the contact name
- For example: "Confirmation: Are you sure you want to terminate the active chat with Jessica Bradley?"
- When the customer's name is not known and the chat is anonymous, then the message contains the Chat ID
- For example: "Confirmation: Are you sure you want to terminate the active chat with Anonymous: 123456789"
- When the customer's name is known, then the message contains the contact name
- The buttons presented in the termination confirmation dialog are OK & CANCEL
- If the OK button is clicked, then the chat is terminated after all required fields are completed
- If the CANCEL button is clicked, then the chat is not terminated
- If the CLOSE (x in upper right of dialog) button is clicked, that is the same as clicking "cancel"
Steps to enable this feature:
1. Engagement Panel version 16+ must be deployed for the site. To confirm the current default Engagement Panel version, please check Answer ID 12531: Chat Engagement Panel in BUI.
a. If Engagement Panel version 16 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
b. There is no downtime associated with this update
c. First, we will enable Engagement Panel version 16 on your test site, then on your production site at a day/time of your choosing
b. There is no downtime associated with this update
c. First, we will enable Engagement Panel version 16 on your test site, then on your production site at a day/time of your choosing
2. Create the custom configuration “CUSTOM_CFG_CHAT_SHOW_TERMINATE_CONFIRMATION_DIALOG”
a. In the .NET Agent Desktop, open the Configuration Settings from the Navigation Set
b. From the Ribbon, select New > Text
c. Type: Site or Interface
d. For Key add: CUSTOM_CFG_CHAT_SHOW_TERMINATE_CONFIRMATION_DIALOG
e. Max Length should be long enough to add all Profile IDs and T (true=show) or F (null or false=hide)
f. Value is the Profile ID followed by a colon ":", then the setting "T" or "F"
i. For example: 9999:T, 8080:T, 7171:T, ALL:F
b. From the Ribbon, select New > Text
c. Type: Site or Interface
d. For Key add: CUSTOM_CFG_CHAT_SHOW_TERMINATE_CONFIRMATION_DIALOG
e. Max Length should be long enough to add all Profile IDs and T (true=show) or F (null or false=hide)
f. Value is the Profile ID followed by a colon ":", then the setting "T" or "F"
i. For example: 9999:T, 8080:T, 7171:T, ALL:F
Please note:
- "ALL" is supported, where "all" equals every Profile ID that is present within the interface
- If a Profile ID is listed, then that configuration takes priority over any "ALL" configuration
- If a parameter is NULL, then that is the same as FALSE, and FALSE=HIDE
Examples of commonly supported scenarios:
In the examples below,
• We are using Profile ID: 9999 as a fictional profile identification number
• This format applies to the config verb settings: [Profile ID]:SETTING
o True (T) = show, you can think of it as: “if true, then show” or “if true, then do not hide”
o False (F) = hide, you can think of it as: “if false, then hide” or “if false, then do not show”
o Null is the same as False, where False (F) = hide
Given the agent is handling live chats in the Browser UI, I want to…
1. Hide the termination confirmation dialog for ALL agents
a. Example: ALL:F
i. This means the termination confirmation dialog is completely removed from the Engagement Panel for all agents
2. AND SHOW the termination confirmation dialog for agents with Profile IDs: 9999, 8080 & 7171
a. Example: ALL:F, 9999:T, 8080:T, 7171:T
i. This means the termination confirmation dialog is completely removed from the Engagement Panel for all agents, except for agents with Profile IDs: 9999, 8080 & 7171
ii. This means the termination confirmation dialog is presented to agents with Profile IDs: 9999, 8080 & 7171
ii. This means the termination confirmation dialog is presented to agents with Profile IDs: 9999, 8080 & 7171
Can the Value field contain multiple entries?
Yes! The Value field can include multiple entries that are comma-delimited:
Yes! The Value field can include multiple entries that are comma-delimited:
o Example: 9999:T, 8080:T, 7171:T, ALL:F
