How do I get started using Oracle Service Cloud Visitor Browser History(vbh) feature?
• November 2014 and newer using the Enhanced Console
• Oracle Service Cloud Chat must be enabled
• Engagement Engine must be enabled
In the November 2014 release, Oracle introduced a new feature: Visitor Browser History. Visitor Browser History allows a Chat Agent to see where the end-user has been on the company’s website, prior to chatting with the agent, within a current browser session.
The Chat Agent is provided a list of the historical URLs within the chat session with the end-user. The Chat Agent can click the URLs to see the pages, or simply view the list of URLs which includes the Page Name. This gives the agent immediate visual insight into the end-user’s page visits and the actions that led up to the need for agent assistance, without the agent having to ask the end-user. Thus creating a better customer user experience and reducing chat handle times.
The attached document is designed to help CX Administrators enable Visitor Browser History on November 2014 and newer sites.
Additional information is available in the 'Chat session workspace tabs' 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.