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Published Answers

  • Real-time chat reporting

    Environment:Oracle B2C ServiceChat Analytics, real-time chat reportingResolution:Real-time reports and dashboards for chat are available in the Browser UI. They display data directly from the...

  • Agents Missing in Chat Real Time Reports in BUI

    Environment: BUI, Chat, Real Time Reports Oracle B2C Service Issue: Some agents are not visible in Real Time Reports in Browser UI, although they are logged into Chat. Resolution: Logged in agents...

  • Knowledge Advanced Image Upload Limitations and Slowness (CKFinder)

    Environment: Knowledge Advanced (all versions), CKFinder Issue: When creating articles with images in the authoring interface, there is an image button in the field icons on rich text fields. This...

  • Customizing the Live Media Bar

    Environment: Not version specific, Live Media Bar Resolution: Stats can only be displayed in reports.  You can customize what the Agent sees in these reports by modifying the Chat Workspaces and...

  • Pro Tip - B2C Service Scheduled Reports

     PRO TIP - B2C SERVICE SCHEDULED REPORTS Scheduled reports in Oracle B2C Service help organizations automate the generation and delivery of key operational and analytical data. Eliminating...

  • Average Handle Time column in chat real-time reports

    Environment: Agent console, Chat real-time reports Oracle B2C Service Resolution: The Average Handle Time column is taking information from chat_agent_sessions_rt.avg_handle_secs which is a real-time...

  • Length of time the Incoming Chat Toast Invitation is displayed

    Environment: Toast notification agents receive prior to accepting a chat request. Chat - Agent Console Oracle B2C Service, All versions Resolution: The CHAT_ALERTFORM_AUTOCLOSE_TIMEOUT configuration...

  • Some top-level values do not show in a drill-down

    Environment: Analytics, All versions Resolution: Values missing from top level: When using multiple levels for drill-down reporting, a value at the top level will only display if there are drill-down...

  • Toast Pop-up timing

    Environment: Desktop Alerts, also known as Toast Notifications Service notifications that also appear in Notifications from navigation pane. Issue: Agents have toast notifications appear in the...

  • Agent Insights real-time suggestions for non-chat agents in BUI

    Environment:Access to Oracle B2C Service with administrative permissions External ObjectsA trained Generative AI such as OCI Generative AI Agent or ChatGPTResolution:Agents managing emails in...

Documentation (8169)

  1. Link to a URL

    View No Operation Rules UI The business rules engine for the Agent Browser UI automates business processes. View No Last Updated: 10/08/2026

  2. Link to a URL

    Set a Yes/No Field . Set a Yes/ No Field The SelectionInput widget is used to display Yes/ No radio buttons for a custom Last Updated: 06/27/2022

  3. Link to a URL

    Set a Yes/No Field . Set a Yes/ No Field The SelectionInput widget is used to display Yes/ No radio buttons for a custom Last Updated: 06/27/2022

  4. Link to a URL

    Set a Yes/No Field . Set a Yes/ No Field The SelectionInput widget is used to display Yes/ No radio buttons for a custom Last Updated: 08/19/2024

  5. Link to a URL

    Set a Yes/No Field . Set a Yes/ No Field The SelectionInput widget is used to display Yes/ No radio buttons for a custom Last Updated: 02/18/2022

  6. Link to a URL

    Create a No Search Results Rule . Actions Create a No Search Results Rule This rule is designed to offer a proactive chat Last Updated: 07/23/2025

  7. 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

  8. 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: 02/02/2025

  9. Link to a URL

    The Live Help Page options are available for customizing Chat to match your business requirements. The Live Help Page Last Updated: 06/16/2022

  10. Link to a URL

    Define Conditions for a Yes/No Decision whether certain conditions are met. Define Conditions for a Yes/ No Decision The following Last Updated: 09/09/2022
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