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Knowledge Base (507)

  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. FAQ's for B2C Chat Agent Affinity

    Answer: Environment Chat, BUI, B2C 22B or Newer   Resolution For agents handing chats in the Browser UI, a feature “Agent Affinity” is available starting with B2C Version 22B or newer. Agent Affinity...

  3. 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...

  4. 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...

  5. What is Web Chat for Service?

    Updated Answer: Environment Chat / Engagement Engine Oracle B2C Service 23A and higher   Resolution Web Chat for Service (WCFS) is a new modern chat client available from the 23A release of B2C Service and is...
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Documentation (5959)

  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

    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

  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: 02/18/2022

  4. Link to a URL

    Find the Live Answer Version For a Specific Date of answers while keeping previous versions for historical purposes. Find the Live Answer Version For Last Updated: 09/09/2022

  5. Link to a URL

    Find the Live Answer Version For a Specific Date of answers while keeping previous versions for historical purposes. Find the Live Answer Version For Last Updated: 02/22/2024
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