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Knowledge Base (520)

  1. Routing chat requests to agents

    Answer: Environment: Chat, Agent, Business Rules Resolution: When a chat is submitted by an end user it is inserted into the "Default Chat Queue" unless first acted upon by chat rules used to route the chat...

  2. Chat Engagement Panel in BUI

    Updated Answer: Environment: Oracle B2C Service Chat, Engagement Panel (EP), Browser UI Resolution: The Engagement Panel (EP) is the section of the Browser UI where agents handle live chats. The icons available on...

  3. What is Web Chat for Service?

    Answer: Environment Chat / Engagement Engine Oracle B2C Service 23A and newer   Resolution Web Chat for Service (WCFS) is a new modern chat client deployed and configured with Engagement Engine. WCFS is...

  4. Description of chat events

    Answer: Environment: B2C Service Chat Resolution:     Review the below table for a brief description of chat events within B2C Service Chat: Event ID Event Name Description 1 Agent Post Occurs when...

  5. Brief definition of chat termination events

    Answer: Environment: B2C Service Chat Resolution: Review the below table for a brief description of chat termination events within B2C Service Chat: Termination Event Name Event ID Event Description...
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Documentation (5854)

  1. Link to a URL

    Chat Live Media Bar Using the Agent Browser User Interface Search Home Using Chat Chat Live Media Bar After Chat Last Updated: 09/09/2022

  2. Link to a URL

    Live Media Bar chat agent, you can serve customers in real time through typed conversation. Live Media Bar With Last Updated: 06/16/2022

  3. Link to a URL

    Change the Live Help Page Message Bases Answer and Discussion Details pages automatically includes a Live Chat link. Change the Live Help Last Updated: 06/27/2022

  4. Link to a URL

    Change the Live Help Page Message Bases Answer and Discussion Details pages automatically includes a Live Chat link. Change the Live Help Last Updated: 08/19/2024

  5. Link to a URL

    Change the Live Help Page Message Bases Answer and Discussion Details pages automatically includes a Live Chat link. Change the Live Help Last Updated: 02/18/2022
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