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“Not in Focus” Time data points for Chat in the Browser User Interface
Answer ID 12846 |
Last Review Date 01/09/2025
How can I understand the amount of time a chat is ‘not in focus’?
Environment
Chat, Browser UI, Engagement Panel
Oracle B2C Service
Resolution
As of the 24B release, Administrators can understand the amount of time a chat is “not in focus” by an agent, when chat sessions are handled within the Browser UI.
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. For more information on feature set-up and configuring for the “Not in Focus” timer, please review Answer ID 12669: Requirements to configure the “Not in Focus” timer for Chat in the Browser User Interface.
Administrators can utilize the following "not in focus" data points…
- Total time per session
- Total time per agent
- Total time per agent for an amount of time
…to create custom reports, and/or store these JSON objects in an external data source for your own requirements.
System Requirements for this report:
1. Engagement Panel version 17+ must be deployed for the site
2. JavaScript API extensions. Documentation for getNotInFocusLog
