Using the Live Experience Associate Desktop

The Oracle Live Experience Associate Desktop is a fully-functional interface for answering incoming Live Experience engagements from your customers and for making outgoing customer calls.

You open the Associate Desktop in a web browser. Go to one of the following URLs to get started:

  • https://live.oraclecloud.com/dae?tenant=your_tenant_name

    or, for EMEA customers

  • https://emea.live.oraclecloud.com/dae?tenant=your_tenant_name

The Associate Desktop Welcome Screen

The Associate Desktop Welcome screen is the first screen you'll see when you log into the Associate Desktop. It's the launching pad for all your tasks. From the Welcome screen, you answer incoming engagements initiated by your customers, and you can start meetings or make outgoing calls to your customers. The following grahpic shows the Welcome screen and calls out areas of interest.

  1. Your name and avatar. Click on your name to open a menu allowing you to change your password, change your avatar, run diagnostics, or log out.

  2. Your current status. Click on your status to change it.

  3. The incoming call queue. Every time a customer initiates an engagement, the call queue counter increases up by one. Each time an associate answers a call from the queue, the call queue counter decreases by one. You can expand the call queue so that it appears as a panel, showing you a list of all the calls in queue.

  4. The caller details for the incoming engagement. The information presented in the caller details depends on the specific context attributes set up in Live Experience by your administrator and initialized in your Live-Experience enabled mobile app or website by your developer.

  5. This icon identifies the kind of engagement you are answering. In this example, the engagement is an audio call.

  6. The Answer button allows you to answer the engagement.

  7. The Start a meeting button. Use this button to start a Live Experience meeting immediately. Live Experience generates a unique meeting URL, which you can send to one or more participants. For example, you could send the meeting URL by email or by SMS.

    See Configure and Use Meetings to Engage Your Customers for more info about Live Experience meetings.

  8. The Generate a meeting link button. Use this button to schedule a Live Experience meeting for some time in the future. Live Experience generates a unique meeting URL, which you can send to one or more participants. For example, you could create a calendar event for the desired date and time for the meeting, and include the meeting URL in the description of the event.

    See Configure and Use Meetings to Engage Your Customers for more info about Live Experience meetings.

  9. The Conversations button. This is an optional button that is displayed only if Live Experience has been configured to send and receive SMS messages (See Engage Your Customers with SMS Messages). Use this button to open the Conversations interface, from where you can start a new SMS conversation, or to reply to ongoing SMS conversations.

  10. The conversation counter indicates the number of unread SMS messages that belong to you. When you start an SMS conversation, or when you answer a new SMS conversation, that conversation belongs to you. No other associate can read the conversation or respond to it.

  11. The Place a call button. This button opens a dialog allowing you to call one of your customers. When you click this button, it opens a dialog where you can look up your customer by phone number. Depending on how Live Experience is configured, your outgoing call is either completed over the internet to your customer's Live-Experience enabled mobile app, or using a PSTN service.

    If the outgoing call happens to your customer's Live-Experience enabled mobile app, then you and your customer are connected over Live Experience. But if your outgoing call happens over a PSTN service, then your customer answers the call like a phone call.

The Associate Desktop Audio Interface

The following graphic shows you the Audio interface and calls out areas of interest.

  1. When you are in a call, your status automatically changes to On a call.

  2. This red circle indicates that the engagement is being recorded. After you end the engagement, you can use the Live Experience Admin Console to search for the engagement and play back the recording (see Searching for Engagement Details and Recordings).

  3. This is the duration of the engagement.

  4. This icon expands and collapses the caller information panel on the right side of the audio interface. The caller information panel displays all the information automatically collected by Live Experience.

  5. The caller's name and avatar. The avatar is collected as a context attribute.

  6. This large microphone icon identifies this engagement as an audio engagement.

  7. The list of all the possible features and options available in an audio engagement. You might not have access to all of these, depending on what features are installed in your Live Experience tenancy, and what features are enabled in the engagement scenario you're using.

    The options are: you can ask the customer to share their camera, or share their screen, you can share your own camera, or share your screen, you can send the customer an SMS message or a notification, you can create a meeting, or transfer the call blindly to another associate.

  8. The Pause button pauses the audio engagement. When paused, you can't hear the customer, and the customer can't hear you.

  9. The Exit button ends the engagement for you and for your customer.

  10. The Mute button mutes your microphone so that your customer can't hear you. But you continue to be able to hear the customer.

  11. The Options button opens the menu of available features and options.

The Associate Desktop Video Interface

The following graphic shows you the Video interface and calls out areas of interest.

  1. When you are in a call, your status automatically changes to On a call.

  2. Click this video camera icon to stop sharing your camera with your customer.

  3. Click this pencil icon to use the annotation feature.

  4. Click this camera icon to freeze the video so that you can annotate on a still image.

  5. This red circle indicates that the engagement is being recorded. After you end the engagement, you can use the Live Experience Admin Console to search for the engagement and play back the recording (see Searching for Engagement Details and Recordings).

  6. This is the duration of the engagement.

  7. This icon expands and collapses the caller information panel on the right side of the video interface. The caller information panel displays all the information automatically collected by Live Experience.

  8. The customer's video feed (so their camera or their screen, depending on what's being shared) occupies the most of the video interface.

  9. The list of all the possible features and options available in a video engagement. You might not have access to all of these, depending on what features are installed in your Live Experience tenancy, and what features are enabled in the engagement scenario you're using.

    The options are: you can ask the customer to share their camera, or share their screen, you can share your own camera, or share your screen, you can send the customer an SMS message or a notification, you can create a meeting, or transfer the call blindly to another associate.

  10. Your camera feed, if you are sharing your camera, is inlaid in the video interface so that you can also see yourself as the customer sees you.

  11. The Pause button pauses the video engagement. When paused, the video stream is interrupted, you can't hear the customer, and the customer can't hear you.

  12. The Exit button ends the engagement for you and for your customer.

  13. The Mute button mutes your microphone so that your customer can't hear you. But you continue to be able to hear the customer.

  14. The Options button opens the menu of available features and options.

The Associate Desktop Annotation Interface

The annotation tool is automatically enabled and available to associates and customers whenever they are on a video call together or are sharing a screen. When doing screen sharing, both the customer and the associate can use the annotation tool. And when on a video call, only the associate can use the annotation tool.

  1. The Annotation icon is blue, indicating that you've selected it and enabled the annotation feature.

  2. If you need to annotate on a video call, and the customer's camera is moving around (making annotation difficult), you can click this camera icon to freeze the video, allowing you to annotate on a still image. When you freeze the video, both you and the customer see the still image until you select to resume the video feed.

  3. This is the annotation toolbar, containing your annotation tools.

  4. This is the color of your annotations. Click the color to open a color picker to choose a different color.

  5. This pen icon represents your annotation tool. Click the pen to change to another kind of tool, like a highlighter.

  6. The eraser tool. Select the eraser icon and then click on an annotation to remove it.

  7. These are annotations made by the associate or by the customer on the customer's shared screen. Annotations can also be made on a customer video.

See Engage Your Customers Visually with Annotations if you need more info.

The Associate Desktop Conversations (SMS) Interface

The Conversations interface is available only if you've configured the SMS service in the Live Experience Admin Console. See Engage Your Customers with SMS Messages if you need more info.

An incoming SMS engagement is similar to other types of engagements in that they are routed to associates or a team based on routing rules. New SMS engagements are presented in the Incoming Engagements queue and are distinguished from other engagement types by a small text bubble icon. Once the SMS engagement is answered by one associate, the engagement leaves the queue and belongs to that associate.

The following graphic shows the Conversations interface and calls out areas of interest.

  1. Participating in an SMS conversation does not count as being on a call, so your status remains Available (meaning video or audio calls will still be routed to your queue).

  2. Click the Home icon to return to the Associate Desktop Welcome Screen.

  3. Each tab in the Conversations Interface represents an open SMS conversation between one associate and a customer. The tab labels are the customer's SMS phone number.

  4. This blue dot is a badge that indicates there is a new unread message in the conversation.

  5. To end an SMS conversation, click the X icon to close the tab. If the customer writes back, that would start a new conversation.

    The active tab is identified with bold text on the tab label, underlined in dark blue.

  6. Click the pencil icon to start a new conversation. This opens a dialog where you specify a phone number and compose a first message. When you send this new SMS message, a new tab appears in the Conversations interface.

  7. Compose a message to add to the conversation on the active tab.

  8. Click the Send button to send the composed message to the customer (and add the message to the conversation on the active tab).

The Associate Desktop FAQ

Not sure how to get something done using the Associate Desktop? Look no further than this list of answers to common tasks and questions.

How do I change my password?

Click on your avatar and select Change Password. Then follow the directions on screen to complete the process.

I've forgotten my password. How do I reset it?

Using a web browser, enter your Associate Desktop URL. On the login screen, click on Forgot your password?. You'll receive a password reset email. Follow the instructions in the email to complete the process.

How do I change my status?

Your status is displayed beside your avatar, just under your user name (in the top-right corner of the Associate Desktop interface). Click on your current status to change it.

How do I change my avatar?

To change, delete, or set your avatar, click on your user name (in the top-right corner of the Associate Desktop interface) and select Set Avatar. Follow the directions on screen to complete the process.

Your avatar is an image you've selected to represent yourself to customers on their devices whenever they connect with you. Often, your avatar is a photograph of you, but it could also be another image.

How do I answer an incoming engagement?

When you receive a new incoming engagement, the Associate Desktop notifies you with a pop up. The pop up shows you the caller details and includes the Answer button. Click the Answer button to answer the engagement.

What's a meeting? And how do I start a meeting?

Sometimes, your customers initiate engagements with you by clicking or tapping on the Live Experience widget. This is certainly the workflow when the customer is already surfing your website or is using your mobile app that includes Live Experience support.

A meeting is a special kind of engagement that you initiate and to which you invite participants. It's kind of like a web conference.

Using the Associate Desktop, you can start a meeting immediately (click on the Start a meeting button), or you can schedule a meeting for some time in the future (click on the Generate a meeting link button).

See Configure and Use Meetings to Engage Your Customers for more information.

I'm already talking with a customer outside Live Experience (maybe on the phone, or over email or SMS). But I want to have a video chat with them. How do transfer them to a Live Experience engagement?

Use a Live Experience meeting! It's really quite easy. Start by clicking the Start a meeting button and then do one of the following:

  • If you are already exchanging emails or SMS messages with the customer, then send the meeting URL to the customer by email or SMS and wait for them to join.

  • If you are talking with the customer by telephone, you can get them into your meeting using a short code. Direct them to your Live-Experience enabled website or mobile app. You need to tell them how to get to the page that has the short-code scenario. When the customer gets to this page, tell them to select the widget. The widget generates a six-character short code, which they tell you over the phone, and which you enter into your meeting.

    See Understanding and Using Short Codes in Your Engagement Scenarios if you need more info.

Also see Configure and Use Meetings to Engage Your Customers if you need more info.

How do I use screen sharing?

Screen sharing is an optional feature. For you to share your screen, or for your customer to share their screen, the screen sharing feature needs to be enabled on the engagement scenario being used. For example, if your customer begins a call with you from a specific page on your website where screen sharing is enabled, then you'll be able to use the screen sharing feature.

If the screen sharing feature is enabled, then here's what you do: in the Associate Desktop audio or video interface, click on the Options button and then choose Ask End User to Share Screen.

If the screen sharing button is grayed-out, it means that the feature is disabled.

See Engage Your Customers Visually with Annotations if you need more info.

How do I use the annotation feature?

The annotation feature is automatically available and enabled if you are in a video call or screen sharing call. Customers can also use the annotation feature.

Your customers activate annotation by clicking or tapping the pencil icon on the widget. You activate annotation by clicking the pencil icon in the top-left corner of the video interface. The following graphic shows the customer experience on the left and your experience on the right.

To make annotating video calls easier, you can temporarily freeze the video stream so that you can annotate on a still image. Freeze the video stream by clicking the camera icon to the right of the pencil icon.

How do I transfer an engagement to another associate?

Call transfer is an optional feature. For you to be able to transfer a call, the blind call transfer feature needs to be enabled on the engagement scenario being used. For example, if your customer begins a call with you from a specific page on your website where blind call transfer is enabled, then you have the ability to transfer the call.

Note:

The Live Experience call transfer feature is a blind transfer, meaning that Live Experience doesn't give you a tool to notify the other associate beforehand that you are transferring a call to them.

If the blind call transfer feature is enabled, here's what you do: in the video or call interface, click the Options button, and then click Transfer call. Search for an available associate and transfer the call.

How do I enable the recording feature for an engagement I'm on?

Engagement recording is enabled on the engagement scenario configuration in the Admin Console by someone with the administrator role. There's no way for you to turn on recording while you are in a call with a customer. Nor can you stop the recording of an engagement. It's all handled automatically.

You'll known whether the engagement you are in is being recorded by the red recording icon at the top of the video or audio interface.

How do I look up an engagement I had? How do I play back a recorded engagement?

If your Live Experience account has the supervisor or administrator role, then you can use the Admin Console to search for past engagements. You can review details about the engagement, and if the engagement was recorded, you can play it back.

See Searching for Engagement Details and Recordings.

What do I need to use the Associate Desktop

See Live Experience Requirements for complete details.

How is using the Associate Desktop on a mobile browser different?

The Associate Desktop is available on iOS and Android tablets and smart phones, using the Safari (on iOS or Android) or Google Chrome (on Android) web browsers. When open in a mobile browser, the Associate Desktop behaves a little differently than on a computer. Note the following important differences:

  • When you are logged into the Associate Desktop and a call gets routed to you, you don't receive a push notification. (Though you will hear a ringing sound, if your device isn't silenced.) This means that you won't see a visual indication of an incoming call.

    To answer an incoming call, you need to open your browser where you are logged into the Associate Desktop and tap the Answer button.

  • If you move the browser (where you are logged into the Associate Desktop) to the background or lock your mobile device, the Associate Desktop will become unresponsive after about five minutes.

    To avoid encountering this issue, do one of the following:

    • Android only: use the Oracle Mobile Associate app instead of a browser (see The Oracle Live Experience Mobile Associate).

    • Keep the browser in the foreground and do not lock your device for longer than five minutes when you are logged into the Associate Desktop.

    To fix this issue, refresh the browser and log in again.

  • If you are on a Live Experience call and you move the browser to the background or lock your device, the audio will continue to work for about five minutes. However, like explained above, after five minutes of being in the background, the Associate Desktop becomes unresponsive, ending your call.

    To avoid this issue, keep the browser in the foreground when you are on a Live Experience call.

How do I join a meeting that I scheduled for a future date?

You join a meeting you scheduled the same way your customer does: with the meeting URL. Hopefully you noted down the URL, or you can retrieve it from the calendar event you created or from the email you sent your customer.

When you click the meeting URL, you are taken to a diagnostics screen that tests your system. And at the top of the screen is a link to login as an associate. Click on that.

Note:

Your customer joins the meeting by clicking or tapping the green Join Meeting button.

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