Search

Environment: Oracle B2C Service, Chat, All supported versions Resolution: When a chat is first loaded into the Oracle B2C Service agent console a request is made to Oracle's servers for a .css...

Environment:   B2C Service Chat, Agent Console Oracle B2C Service   Resolution:   After accepting a chat request from a customer, in the chat session workspace in the .NET...

Environment: Chat workspace, Chat transcript, Incidents Resolution: Depending on the chat workspace settings as explained in Answer ID 6084: When is an incident created during a chat session? a...

Environment: Oracle B2C Service agent console, all versions Resolution: When launching the Oracle B2C Service console your agents may receive a prompt to enter their proxy credentials with the...

Environment: Chat, Agent Console Resolution: As per our product's infrastructure requirements the minimum supported screen area is 1024 by 768 pixels. The screen area is different than the resolution...

Environment: Oracle B2C Service Knowledge Advanced in the .NET Agent Console Resolution: Knowledge Advanced (KA) Authoring and the three KA Search Administration components: Configure Search...

Environment:Oracle B2C Service  Resolution:In February 2025 customer tenancies were migrated from My Services to Oracle Cloud Console. Please consider watching this Ambassador Dev Connect...

Environment: This answer only applies to browser controls within the Oracle B2C Service .net Console Resolution: NOTE: It is best practice that agents now use the Browser UI instead of the .NET...

Environment:   .Net console workspace browser controls   Issue:   Microsoft is ending support for Internet Explorer 11, IE 11, on June 15, 2022.   Resolution:   Browser...

Environment: Oracle Commerce Service Center, August 2013 and newer Resolution: The integration between the Oracle B2C Service Agent Console and ATG Commerce Service Center is available starting with...

Environment: Oracle B2C Service, Agent Console versions February 2015 and newer Issue: Agents are getting logged out even though they are actively working in the console. They are receiving a message...

Environment:B2C Service Chat - Agent ConsoleResolution:The 'Agent Engagement Timeout' event is controlled by a hidden configuration setting called SRV_AGENT_TIMEOUT. This configuration specifies the...

Environment: Configuration Settings Oracle B2C Service Resolution: By default Oracle B2C Service provides a Login Help link to Agents on the login page.  Clicking the link provides options to...

Environment: Chat customers moving from Legacy to the Enhanced Console Resolution: In the Chat Options (Chat Flexible Incident Editing), there are several wrap-up options that are marked with an...

Environment: Chat, Browser UI Oracle B2C Service Resolution: For agents handing chats in the Browser UI, a new function for Chat Magnification is available for sites using Engagement Panel version...

Environment:Agent ConsoleOracle B2C ServiceResolution:Agent scripts in Oracle B2C Service add powerful functionality to workspaces and workflows, leading staff members through a series of pages to...

Environment: Agent Console, Options - Color Scheme Resolution: Staff can select between a blue color scheme and a grey color scheme. From the console, click File > Options (In earlier versions...

Environment:   Oracle B2C Service, any version Agent Desktop application launch page Single Sign-On for agent login Issue:   In one of our environments, the console launch page...

Environment:Oracle Cloud Console / Configuration AssistantResolution:Oracle Cloud Console (cloud.oracle.com) houses self-service tools that Oracle B2C Service customers can use to manage their...

Browser UI Service and Dynamic Agent Desktop A link is provided for each section where additional information is available. Workspace Elements •  Controls...

Environment: All currently supported versions of Oracle B2C Service. Resolution: When enabled, the chat profile permissions "Set Max Sessions" (Service Cloud version 17C and earlier) and "Set...

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...

Environment:   Customer Portal 3.x pages with the "account_session_required" page meta tag Reporting on clickstreams table   Issue:   We are using the session ID parameter along with...

Environment:Chat, Agent, Business RulesResolution: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 to...

Environment:Configuration SettingsOracle B2C Service, All versions including Browser User Interface (BUI)Resolution:The SEC_VALID_ADMIN_HOSTS  setting defines which hosts are allowed to access...

Environment:   Single Sign-on (SSO) on the Browser User Interface (BUI) and the agent console   Resolution:   If you have SSO set up on the Browser User Interface (BUI)...

Environment: Oracle B2C Service version 17D and higher Resolution: In Oracle B2C Service version 17D, we improved some settings for chat agents.  Within the agent profile, the previous profile...

Environment: Intelligent Advisor, latest release Resolution: Once a project has been deployed as an Intelligent Advisor interview, the interview can be made available to Service Cloud Agents in the...

EnvironmentOracle B2C Service Browser UIResolutionThis document provides detailed instructions for configuring the ASK Agent within Oracle B2C Service Browser User Interface (BUI) using a generative...

Environment: All supported versions of Oracle B2C Service Resolution: Agents using the Oracle B2C Service application have the option to view the time and time zone of their console.  The time...

Environment:  Browser Control Oracle B2C Service Resolution: The .NET console's Browser Control is not a full feature browser. It is a .NET Browser Control.  By default, it renders all...

Environment: B2C Service Chat Resolution: Review the below table for a brief description of chat agent events within B2C Service Chat: Event ID Event Name Description 1  Log-on  Occurs...

Environment: Chat - Agent console, Chat Transcripts Resolution: The "'Agent' disconnected ('Transferred to Queue')" message will appear in the transcript of a chat when the agent logs out of their...

Environment: November 2012 and newer releases, Desktop Usage Issue: "Console Locked" message appears on the Agent Desktop after a short period of inactivity on the site. It requires that you input...

Environment:   .NET console (plain text is not used in Browser UI)   Rich Text Incident Thread control Issue: Setting thread control to plain text Resolution: To set plain text for all...

Environment: Profiles, IE11 Emulation Mode for Browser Controls in Workspaces, .NET console Oracle B2C Service All supported versions Resolution: NOTE: It is best practice that agents now use...

Environment: August 2014 and newer, Single Sign-On (SSO) Resolution: The following process occurs when single sign-on is enabled for agents who work in the Oracle B2C Service console. 1. An...

Environment: Chat workspace, Enhanced Console Issue: Agents using the Enhanced Console see an error message when they attempt to close the chat workspace, even though the end-user has disconnected...

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...

Environment: Agent console, versions May 2015 and newer Oracle B2C Service Issue: The login screen is rendered incorrectly with scrollbars making login difficult as users have to scroll to the...