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Knowledge Base (497)

  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. 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...

  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. 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...

  5. Automatically accepting the chat toast by queue in Browser UI

    Answer: Environment: Chat, Browser UI Oracle B2C Service Resolution: Agents using the Browser UI to answer live chats receive a toast notification when a chat request is assigned to them. The toast...
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Documentation (5971)

  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

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

  3. 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

  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: 06/27/2022

  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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