Can I configure a Queue Label for the Chat Header in BUI?

Environment:

Chat, Browser UI
Oracle B2C Service

Resolution:

Starting with the Browser UI June I release, Administrators can configure the chat panel so that a Queue Label appears in the header of the live chat session. When the Queue Label is configured to show, then agents see the name of the chat queue at the top of each chat session. Prior to this update, the name of the chat queue did not appear within the chat session. This update is only available for agents who handle chat sessions within the Browser User Interface.

Please Note: This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers.

Chat Agent: Experience in the Browser UI

• Given the Administrator has configured the Queue Label to show
• When Agents are handling chat sessions within BUI
• Then the Agent sees the name of the chat queue at the top of each chat session
• The name of the chat queue shows for both active chat sessions, as well as inactive chat sessions
   

Chat Administrator: Feature Configuration

System Requirements:

1. Engagement Panel v18+ is required for this feature. Please contact Jessica Bradley jessica.bradley@oracle.com to have your test site updated
2. This feature does not require a 25B CX upgrade
3. This feature does not require a feature flag
4. This feature is available beginning on May 23, 2025
    

Configuration Details:

1. Log into the Browser UI
2. Go to the Navigation menu (upper-left corner)
3. Go to Configuration > Site Configuration > Administration
4. Go to “Chat Configuration”
5. Go to “Live Chat Configuration”
6. Within the section for "Chat Header Configuration"
7. There is an option for "Show Queue Label"
8. To enable the feature, then move the toggle to the right position
9. Save your changes
    

Please Note: The default setting of this feature is "disabled" (toggled to the left).

For more information on how to “Add or Edit a Chat Session Queue”, the documentation can be found here.