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.
Environment:
B2C Service Chat
Resolution:
Termination Event Name
Event ID
Event Description
Concluded by Agent
1
Occurs when the agent terminates the chat after the conversation has ended.
Concluded by End-user
2
Occurs when the end-user terminates the chat after the conversation has ended.
Concluded by End-user Cancel
3
Occurs when the end-user is waiting in queue for an agent or the chat is being transferred between queues and the end-user decides to cancel the chat.
End-user was Lost
4
Occurs when the end-user is experiencing network connection problems and loses connection with the chat server. The length of time allowed by the site is configurable by the two configurations settings ABSENT_INTERVAL and USER_ABSENT_RETRY_COUNT. ABSENT_INTERVAL is the length of time the end-user may lose connection with the chat server before they are marked “Absent”. USER_ABSENT_RETRY_COUNT is the number of times the chat server will execute the ABSENT_INTERVAL before it terminates the chat. The default value for ABSENT_INTERVAL is 120 seconds and USER_ABSENT_RETRY_COUNT is 2. With the default settings an end-user will be marked Absent if they lose connection for 120 seconds. They will then be marked Lost and the chat terminated if connection is not restored within 240 seconds.
End-user was Queued Too Long
5
Occurs when the end-user waits in the queue longer than the time configured in USER_WAIT_QUEUE_TIMEOUT. The default value for this configuration is 1800 seconds. With the default setting a chat will be terminated if the end-user waits in queue for 30 minutes. NOTE: The contact ID will not be store in the database as the end-user is removed from the queue and was not engaged by a chat agent.
Transferred to Queue
6
Occurs when a chat is terminated by a chat business rule.
Refused due to System Limit
7
Occurs when the chat server runs out of memory. If a threshold number of active chats is exceeded on a chat server, then each additional chat will be terminated with this termination event. Hosting has the ability to set this value per datacenter and chat version. The threshold value is currently set to 1499 concurrent chats.
Refused due to Queue Limit
8
This termination event is not currently in use.
This termination event and corresponding configuration setting USER_MAX_PER_QUEUE were used within "LIVE", a deprecated product. This termination event was assigned to a chat that was terminated when the number of end-users within a queue exceeded the value stored in the configuration USER_MAX_PER_QUEUE. This configuration setting is also no longer in use in the current version of chat.
Refused due to Site Limit
9
This was a placeholder termination event for chats terminated when the number of active chats in a site exceeded the value specified in a configuration setting. This configuration setting does not currently exist.
Refused due to No Agents Available
10
Occurs if no agents are logged into chat when a chat is submitted by an end-user. This termination event will only be triggered if the configuration USER_DISCONNECT_IF_NO_AGENTS is enabled.
Not Terminated
11
Occurs when a chat has not been released by the chat server. Chats which are active will have this termination event.
Participant Left
12
Occurs when a chat is used in conference mode and the conference participant leaves.
Idle Timeout
13
Occurs when no activity is recorded by the chat server from either the agent or end-user for the time configured in CS_IDLE_TIMEOUT, and neither participant has lost connection to the chat server. Default for this setting is 600 seconds. With the default setting, a chat will be terminated if both the agent and end-user are still connected to the chat and no activity has taken place in the chat for 10 minutes.
End-user Deflected
14
Occurs if an end-user searches the knowledge base while they are waiting in queue. If the end-user opens a searched answer and then cancels the chat, it can be assumed the end-user found the answer they were looking for and therefore no longer need to engage an agent.
Chat was ended by the RNW API
15
Occurs when the API completes the chat at the database level. If a chat is ended by the API, the chat’s state will also be set to Completed (state 9).
Chat was ended by the chat service
16
Occurs when the chat server recognizes a "stuck chat". A stuck chat is a chat which no longer has an agent or end-user engaged in the chat but has not been released by the chat server. Due to the chat not being released the agent will have an idle session occupied until it is released.