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Requirements to configure the “Transfer Queue Allow List” for Chat in the Browser User Interface
Answer ID 12853 |
Last Review Date 06/12/2024
How can I define the queues that appear in the “Transfer” list for chat agents in the BUI?
Environment
Chat, Browser UI, Engagement Panel
Oracle B2C Service
Resolution
Beginning May 19, 2024, Agents handling chats within the Browser UI can have a refined list of queues for transferring chats, presented within Chat Panel in the Browser UI. Prior to this time, all agents could transfer chats to all chat queues. Now, Administrators can define the list of chat queues that a profile is allowed to transfer chats to. This update makes it easier for agents to make chat transfers and reduces the number of chats that are routed incorrectly.
Chat Administrator: Feature Set-up & Configuration
System Requirements:
- Engagement Panel version 17+ must be deployed for the site
- If Engagement Panel version 17 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 17 on your test site, then on your production site at a day/time of your choosing
- This feature does not require a CX update
Steps to enable the Transfer Queue Allow List feature:
- Ensure your site is using Engagement Panel version 17+ (see “system requirements” above)
- Create a new Custom Config Verb
Custom Config Verb Configuration Details:
- To create the new Custom Config Verb, go to the .NET Agent Desktop, open the Site Configuration menu and go to "Configuration Settings"
- From the Ribbon, select New > TEXT
- For Data Type, this is TEXT
- For Key add: CUSTOM_CFG_CHAT_TRANSFER_QUEUES_ALLOW_LIST
- For Type select: Site
- For Required select: No
- For Folder, this is "custom"
- Max Length: 255
- Values: Configuration Base: Site
- Values: Value: This is where the PROFILE IDs are listed, along with the "allowed" list of queues for transferring chats.
- For example, this is the pattern for a single profile:
- Pattern = profileId: qid1,qid2
- Where Profile ID = 1
- Can transfer chats to Queue IDs = 74 & 99
- Then, the admin would include the following details:
- 1: 74,99
- For example, this is the pattern for multiple profiles:
- Pattern = profileId: qid1,qid2 ; profileid2: qid1,qid3
- Where
- Profile ID = 11 can transfer chats to Queue IDs = 74 & 99
- And, Profile ID = 22 can transfer chats to Queue IDs = 66 & 88
- And, Profile ID = 33 can transfer chats to Queue IDs = 55 & 56
- Then, the admin would include the following details:
- 11:74,99 ; 22: 66,88 ; 33: 55,56
- For example, this is the pattern for a single profile:
Once this configuration is complete, then the agent Profiles defined in the Values field will notice the change in the Browser UI upon their next login.
Frequently Asked Questions
Is this feature automatically enabled for all users?-- No, set-up is required
-- If the new custom config is not present, then the feature is disabled
Does this new custom config verb apply to the “Transfer to Agent” experience?-- No, this new config verb only applies to the “Transfer to Queue” process
-- For example: If Agent Anna is assigned to the Queue “Customer Service”, and Agent Bob is not able to transfer to the “Customer Service” Queue, then Agent Bob continues to see Agent Anna in the list of agents
What happens when a new chat queue is created?-- If a new chat queue is created, then the Administrator should update the custom config verb to include the new Queue ID for any Profiles that need the new queue in their “Transfer to Queue” allow list
-- Once the custom config verb is updated, upon the agent’s next login to the BUI, then the new queue appears in the “Transfer to Queue” allow list for the assigned Profiles
What happens when a chat queue is deleted?-- If a chat queue is deleted, then the Administrator should update the custom config verb appropriately
Chat Agent: Experience & Preferences
Overview of the Chat Agent Experience:
- Given the Agent’s Profile is defined in the new “CUSTOM_CFG_CHAT_TRANSFER_QUEUES_ALLOW_LIST” custom config
- Given the Agent is logged into the Browser UI
- When the Agent needs to transfer an active chat session
- Then I no longer see every chat queue in the “Transfer to Queue” list
- Then I see the list of chat queues that I am allowed to transfer chats to, and the “transfer to queue” process continues as normal
