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What are the requirements to configure Chat Panel Viewing Options in the BUI?

Environment

Chat, Browser UI

Oracle B2C Service

Resolution

The new Chat Panel Viewing Options offer agents a flexible, modern workspace designed to make chat management faster and more intuitive. Agents can personalize their live chat experience by choosing from the:

• Compact List View: Displays active chats in organized rows with key details at a glance
• Compact Tab View: Allows for quick switching between conversations with visual alerts and status indicators
• Classic View: For those who prefer familiarity, the Classic legacy view remains available

With streamlined controls, unified action buttons, and a cleaner interface, agents can focus more on active conversations and deliver exceptional customer service. These enhancements are all about driving agent productivity and optimizing the chat experience within the Browser UI.

Chat Agent Experience: Overview & Details

Overview of the Chat Agent Experience:

• Given the Chat Panel Viewing Options feature is enabled by the administrator
• When agents select the compact list view, then all active chat sessions are displayed as organized rows in a column on the left side of the chat engagement panel
• When agents select the compact tab view, all active chat sessions are displayed as individual tabs organized along the left side of the chat engagement panel
• After selecting their preferred view, the system remembers this choice and automatically applies it across all live chats and future Browser UI sessions
   

Details of the Chat Agent Experience for the Compact List View:

• The feature must be enabled for the site
• The agent must handle live chat sessions within the Browser UI
• Agents access the layout options through a new menu button that is located in the global header of the BUI, and select “Compact View”
• In the Compact List View, the left column displays all active chat sessions as clean, organized rows, ordered chronologically (oldest at the top, newest at the bottom)
• Each row shows key details at a glance: 
  • Customer name (or "anonymous" if unavailable)
  • Chat subject (if available)
  • Chat ID (via tooltip)
• For active chats, rows also display:
  • Chat session timers
  • New message counter
  • SLA bars (if configured)
  • Queue label and color code (if configured)
  • Chat Not in Focus Timer (if configured for sessions not currently in focus)
  • Chats in wrap-up status show the wrap-up timer (if configured)
• Disconnected sessions show the red icon
• If the chat list exceeds visible space, then a vertical scrollbar appears, making it easy to navigate long lists of sessions
• Selecting a chat then highlights the row & displays the conversation in the main panel on the right
• A draggable slider bar separates the chat list and the conversation panel, so agents can adjust the layout width to fit their vision needs; this preference is remembered across sessions
   

Details of the Chat Agent Experience for the Compact Tab View:

• The feature must be enabled for the site
• The agent must handle live chat sessions within the Browser UI
• Agents access the layout options through a new menu button that is located in the global header of the BUI, and select “Compact View”
• Navigate to the drawer at the top of the column on the left, and click the button to collapse the column and use the “Compact Tab View”
• In the Compact Tab View, the left column displays all active chat sessions as individual tabs, organized chronologically (oldest at the top, newest at the bottom)
• Each tab shows key information at a glance: 
  • Customer initials (or “AN” for anonymous sessions)
  • New message counter
  • SLA bars (if configured)
• Hovering over a tab reveals a tooltip with further details, including:
  • Contact name (if available)
  • Subject line (if available)
  • Queue name
• Disconnected sessions show the red icon
• If the chat list exceeds visible space, then a vertical scrollbar appears, making it easy to navigate long lists of sessions
• Selecting a chat then highlights the tab & displays the conversation in the main panel on the right
• A draggable slider bar separates the chat list and the conversation panel, so agents can adjust the layout width to fit their vision needs; this preference is remembered across sessions
   

Chat Administrator Experience: System Requirements & Configuration Details

System Requirements:

• Engagement Panel v19+ is required for this feature. Please contact Jessica Bradley jessica.bradley@oracle.com to have your site updated
• Feature Flag requirements 
  • Not required for sites that reside on public pods
  • Required for sites that reside on US GOV pods. To have this feature enabled, please open a Service Request with the Oracle B2C Service Technical Support team on the CX Support Site 
• This feature does not require a CX upgrade
• This enhancement is available in the BUI OCT I release, available on non-production sites September 19, 2025 and on production sites October 03, 2025
   

Configuration Details:

• Log into the Browser UI
• Go to the Navigation menu (upper-left corner)
• Go to Configuration > Site Configuration > Administration
• Go to “Chat Configuration”
• Go to “Live Chat Configuration”
• Within the section for "Chat Panel UI Configuration"
• Go to the option for "Chat Compact UI Enabled"
  1. The default setting is enabled (toggled to the right)
  2. To disable the feature, move the toggle to the left
• Now, choose which layout will be set as the default view for all agents
  1. The default setting is "Compact"
• Save your changes
   

Please note, this configuration applies to a site and to all profiles within that site, so plan changes and communications accordingly.