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…

…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

a.    If Engagement Panel version 17 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 17 on your test site, then on your production site at a day/time of your choosing

2.    JavaScript API extensions