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Chat Holidays
Answer ID 1973   |   Last Review Date 11/14/2018

How can we set holidays for Oracle Service Chat?

Environment

Oracle Service Chat

Resolution:

Before you can set Holiday Chat hours, your first must create the holiday. Note that there may already be a holiday such as "4th of July".  If one exists open the holiday to check the year.  Note that holidays must be added for each year and for that reason we suggest using a naming convention like "4th of July 2012". We also suggest adding new holidays instead of modifying old ones as past holidays are used to calculate metrics.

  1. Click the Configuration button on the navigation pane.
  2. Double-click Holidays under Service > Service Level Agreements. The Holidays Tree displays on the content pane.
  3. To add a holiday, click the New button on the ribbon to display the editor. Or to Edit a holiday, click the holiday in the tree.
  4. Select the visibility check box next to each interface for which the holiday applies.
  5. Click the Save and Close button on the ribbon.


Next you have to set the Holiday within the Chat Hours.

  1. Click the Configuration button on the navigation pane.
  2. Double-click Interfaces under Site Configuration. The Interfaces tree displays on the content pane.
  3. Click the interface to add chat hours to. The Interfaces editor displays on the content pane.
  4. Click the Chat Hours button on the ribbon. The Chat Hours page opens. Note: Chat hour intervals will always be entered at the bottom of the list, but when you save your changes, the intervals are arranged in chronological order.
  5. Select the holidays that will affect your chat hours. Chat hours will not be available during the selected holidays. Note: If you have not defined any holidays, the holidays field will be blank.
  6. Click the Save and Close button on the ribbon.


Note: Chat Holidays will not display if the configuration setting CS_HOLIDAY_MSG_ENABLED is disabled. Enabling this configuration setting allows you to specify whether chats can be submitted on holidays that are configured within your RightNow application.

If CS_HOLIDAY_MSG_ENABLED is set to Yes (enabled), the chat feature on the end-user pages is disabled for all holidays configured for the interface. You must open the Chat Service Hours configuration and select the holiday as shown in the Holidays table below:


For additional information, refer to the 'Configuring the Live Help page' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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