Agents handling chats within the Browser UI can have a “Not in Focus” timer enabled in the chat panel, so it’s easy to understand how long it’s been since the agent had a particular chat session in focus. 

 

The “Not in Focus” timer appears within the chat header, in the chat Engagement Panel. The “Not in Focus” timer appears when the agents is handling two or more active chat sessions. 

 

The “Not in Focus” timer is not enabled by default. To show the “Not in Focus” timer, a Chat Administrator must:

1.    Engagement Panel version 16+ must be deployed for the site

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

2.    Create a new Custom Config Verb

a.    In the .NET Agent Desktop, open the Configuration Settings from the Navigation Set
b.    From the Ribbon, select New > Text
c.    Data Type: Yes/No 
d.    For Key add: CUSTOM_CFG_CHAT_SHOW_NOT_IN_FOCUS_TIMER
e.    For Type select: Site
f.    For Required select: yes
g.    For Default select: yes

 

•    When a chat is in focus – meaning the agent has clicked into the chat, whether they are reading the historical transcript, typing a message to the customer, or simply waiting for the customer to respond – then the “Not in Focus” timer does not appear because the chat is currently in focus
•    When a chat is not in focus – meaning the agent has two or more active chat sessions, and the agent is concentrating on “Chat A”, so that “Chat B” & “Chat C” are waiting – then the “Not in Focus” timer appears in the chat header for those sessions that the agent is not concentrating on