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Sound Alerts for Agents handling Chat in the Browser UI
Answer ID 12741 |
Last Review Date 11/17/2023
What sound options exist for agents who handle chats in the BUI?
Environment:
Chat, Browser UI
Oracle B2C Service
Resolution:
Agents using the Browser UI to answer live chats can personalize the Sound Alerts that play during those active sessions. Personalizing chat sounds is available for each, individual chat agent, within their Browser User Interface. Additionally, agents can mute the chat sounds if the sounds do not help with their productivity.
For Agents handling chats in the Browser UI
Within the Chat Preferences menu of the Browser UI, Agents can:
- Mute/Unmute the chat sound alerts within the BUI
- Select the sound that is played for incoming chats
- Select the sound that is played for messages that are posted by the customer into the active chat session
- Select the volume level of the chat sound alerts
For Chat Administrators
Administrators of chat can configure whether the chat sound plays for new chats as they enter a queue, based on a custom configuration. There are two requirements for enabling this feature:
- Engagement Panel version 16+ must be deployed for the site
- A new custom configuration "CUSTOM_CFG_CHAT_INCOMING_SOUND_DISABLED_QUEUES" must be enabled
The Engagement Panel version 16+ must be deployed for the site:
- If Engagement Panel version 16 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 16 on your test site, then on your production site at a day/time of your choosing
A new custom configuration must be created. In the .NET Agent Desktop, open the Configuration Settings from the Navigation Set
- From the Ribbon, select New > Text
- Key / Name: CUSTOM_CFG_CHAT_INCOMING_SOUND_DISABLED_QUEUES
- Data Type: Text
- Type: Site
- Required: No
- Max Length: 255
- Value: Configuration Base: Site
- Value: Value: List Queue IDs
- These are comma separated
- The option “ALL” is supported
Examples of commonly supported scenarios:
Use Case: I would like to disable the chat sound for all chat queues
- Create the custom config "CUSTOM_CFG_CHAT_INCOMING_SOUND_DISABLED_QUEUES"
- Set the value to ALL
- Now, when a chat enters the queue and is assigned to the agent, then the chat sound does not play
Use Case: I would like to disable the chat sound for one chat queue
- Create the custom config "CUSTOM_CFG_CHAT_INCOMING_SOUND_DISABLED_QUEUES"
- Set the value to the Queue ID of your choice (in this example, we will use the Queue ID 99 as a placeholder for the Queue ID you will use)
- If the agent's profile only includes Queue ID 99
- Now, when a chat enters the queue and is assigned to the agent, then the chat sound does not play
Use Case: I would like to disable the chat sound for some of our chat queues
- In this example, we will use Queue ID 10 & Queue ID 99 to illustrate expected outcomes
- Thus, there are two chat queues, Queue ID 10 & Queue ID 99
- Create the custom config "CUSTOM_CFG_CHAT_INCOMING_SOUND_DISABLED_QUEUES"
- Set the value to the Queue ID 99
- Given the Agent’s profile contains Queue ID 10 & 99
- And the agent does not have the Chat Sound MUTED within the BUI
- Now, when a chat enters the queue (Queue ID 10) and is assigned to the agent, then the chat sound plays
- Now, when a chat enters the queue (Queue ID 99) and is assigned to the agent, then the chat sound does not play
Issue: I have enabled the chat sound for some of our chat queues, but my agent does not hear the sound alert, what should I do?
- Troubleshooting step 1: Ensure the agent does not have the Chat Sound muted within the BUI, the tab sound muted within the Internet browser, or the Internet browser sound muted within System Sounds Settings
- Troubleshooting step 2: Ensure the agent is assigned to the Queue ID included in the configuration of the custom config verb
For additional information on the chat sound, please refer to the 'Chat Live Media Bar' section in the Online Help User Guide. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
