Search for existing answers to your product and support questions.
Familiarize yourself with our support site and learn best practices in working with our team.
Manage Service Requests, View and update service requests submitted by you and others in your organization.
Submit a new issue to our technical support team.
Oracle B2C Service insights from our Technical Support team subject matter experts
Browse resources to assist you in launching your implementation and ensure a successful go-live.
Access your OCI account.
Find product documentation for supported versions of B2C and documentation libraries for related service solutions.
You will have the tools to improve your customers' experience when you learn about all the things our products can do.
Find links for API documentation, Custom Processes, Customer Portal, and Agent Browser UI Extensibility Framework.
Explore how accelerators are designed to demonstrate how an integration scenario could be built using the public integration and extension capabilities of the Oracle B2C Service.
Prepare for a successful transition by reviewing upcoming release changes and enhancements.
Explore webinars, events, and feature kits to learn about B2C Service features, functionality, and best practices from the technical experts.
Oracle MyLearn offers a portfolio of free and paid subscription-based learning resources to help you gain valuable skills, accelerate cloud adoption, increase productivity, and transform your business.
Empower your team with the skills to implement, configure, manage, and use your applications with Customer Experience Cloud Training.
Our goal is to facilitate a friendly, supportive environment where members can easily collaborate with each other on solutions and best practices.
Ask and answer questions specific to B2C.
This is an exciting resource intended to help with your Oracle Service Cloud Analytics.
Share product improvement ideas and enhancement requests with Oracle Development, while collaborating with other Oracle customers and partners.
Update your phone number, email notification preferences, and severity 1 and severity 2 contact preferences.
View the contact managers within your organization.
Find contact information of the Technical Account Manager (TAM) and Client Success Manager (CSM) for your organization.
What is the process when transferring chats to agents in another queue?
Environment:
Chat, Enhanced Console
Resolution:
The transfer of a chat is a two part process from the perspective of the agent who is accepting the transferred chat. Please note, in order to transfer a chat, there has to be more than one available chat agent. If there are no other agents available, clicking the 'Transfer' button will trigger the 'No other agents are available' pop-up window.
That is, there need to be logged in agents of the receiving queue that are set to an Available status type. If no agents are logged in and available, the queue associated with the incoming chat will not be visible in the Transfer window.
If an agent's max active chats is set to 2 and they are currently engaged in two chats, they will still show in the list. But when the chat is transferred to that agent, a pop up will display with the message, "Request to 'the agent' is 'Unavailable', choose another agent". 1. The 'Chat Transfer Invitation' popup appears with 'Accept', 'View' and 'Decline' options. If an agent wishes to review the previous conversation from the transferred chat, he would click 'View'. At this point, the agent who receives the transfer has the opportunity to engage in a private chat with the original agent, so that information can be passed between agents without being visible to the end user. This conversation can be done through the 'Compose' section that has a blue background. 2. The two options on the second chat screen are 'Accept' and 'Decline' and they are placed above the 'Compose' section. This is where the new chat agent can accept the chat and engage directly with the end user.
For additional information, refer to the 'Transfer a chat to another agent' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.