Agents using the Browser UI to answer live chats receive a toast notification when a chat request is assigned to them. The toast notification is a helpful tool that includes customer information & queue information. Depending on the permissions assigned to the agent’s profile, they can accept or decline the chat toast. Depending on the queues assigned to the agent’s profile, the chat toast may or may not be automatically accepted for the agent.

 

For Agents handling chats in the Browser UI, we have listed examples of commonly supported scenarios below, so it’s easy to understand how to make the configuration and the agent’s experience for those common configurations. 

 

Administrators of chat can configure whether the toast notification is automatically accepted when chats enter a queue, based on a custom configuration. There are two requirements for enabling this feature:

The Engagement Panel version 16+ must be deployed for the site:

A new custom configuration must be created. In the .NET Agent Desktop, open the Configuration Settings from the Navigation Set 

 

Use Case: I would like to automatically accept the toast notification for all chat queues

Use Case: I would like to automatically accept the toast notification for one chat queue

Use Case: I would like to automatically accept the toast notification for some of our chat queues

The custom configuration “CUSTOM_CFG_CHAT_AUTO_ACCEPT_QUEUES” does not affect the following:

 

For additional information on the toast notification for chat, please refer to the ‘Chat with a Customer’ section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.