Control Availability for Your Applications, Teams, and Associates

Discover how you can configure availability at the application level, at the team level, and at the associate level, to control when the Oracle Live Experience widget is displayed to your customers, and to control how Live Experience routes incoming engagements.

It's quite likely that your company has core business hours during which you task one or more associates to answer customer engagements. Outside those business hours, you want to avoid customers encountering unstaffed call queues.

Use application-level availability to control when the Live Experience widget is displayed to your customers. Outside the programmed availability, the widget isn't displayed, preventing customers from starting an engagement that won't get answered.

Tip:

Alternatively to hiding the widget from your customers outside your business hours, you can enable the Callback option on your engagement scenarios. This way, your customers use the widget to leave a callback request, which will get routed to the first available associate who next logs on. See Manage Engagement Scenarios for more info.

Use team-level availability to control Live Experience engagement routing. Outside the programmed availability, Live Experience won't route calls to unavailable teams.

When working with application and team availability in combination, it's important to be careful to avoid unwanted behavior.

  • For instance, if an application is available from 8am to 5pm, and a team is available from noon to 5pm, your customers will be able to use the widget during a time (from 8am until noon) when no associates are available to answer.

  • Similarly, if an application is available from noon to 5pm, and a team is available from 8am to 5pm, your customers won't be able to use the widget during a time (from 8am until noon) where your associates are available to answer.

The nice thing about using application and team availability is that you can set it and forget it. You don't need to change any other configuration settings, there's no coding required, and your changes take effect immediately.

Note:

Live Experience is configured with one application, Meeting, that you can't delete. The client ID and client secret are irrelevant, but you can use the other tabs to control meeting behavior just like any other Live Experience application.

When combined with routing rules (as described in Focus Your Resources: Get Your Customers to the Right Team with the Right Skills), you can fine tune the allocation of your associates to a very specific degree.

Application Availability in Live Experience

The easiest way to control availability for your Live Experience associates is to configure it at the application level. Application-level availability applies to any customers and associates logged into a particular Live Experience application instance using that instance's associated client ID and client secret. There's no coding or requirement to define custom engagement routing rules: once you configure application level availability, it'll immediately take effect.

Tip:

You can configure multiple Live Experience applications if, for example, you've got localized apps that you only distribute in certain countries and you'd like to set particular availability time zones for those.

When you've configured application availability, and a customer accesses your Live-Experience enabled app outside of the hours you've specified, the Live Experience mobile and web components won't be displayed in your apps, and your customers won't waste time trying to contact associates who aren't there.

Hands on: Configure Availability for Your Live Experience Application

To configure availability for your Live Experience application:

  1. Open the Live Experience Admin Console. Go to either:

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

      or, for EMEA customers

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

  2. From the navigation menu, select Applications. On the Applications page, select your application. Then select the Availability tab.

  3. Toggle the Limit Availability switch to On.

    Notice the other fields on the page become available.

  4. Configure the availability settings to your liking and click Save.

    Now, when customers access your app outside of the hours of availability you've defined, the Live Experience mobile/web component is completely hidden.

Team Availability in Live Experience

If application-level availability isn't flexible enough for your requirements, after you've created Live Experience users and assigned them to teams as described in Hands On: Managing Live Experience Users and Teams, and you've configured routing rules that get your customers to those teams as described in Focus Your Resources: Get Your Customers to the Right Team with the Right Skills you can customize the availability for those teams as well.

For example, you might want to have a support team for Asia customers, one for customers in the Americas, and another for European customers. Or you might have a particular department that's only staffed by associates during non-standard hours. Live Experience lets you easily cover all of those scenarios.

Hands on: Configure Availability for Your Live Experience Teams

To configure availability for your Live Experience teams:

  1. Open the Live Experience Admin Console. Go to either:

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

      or, for EMEA customers

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

  2. From the navigation menu, select Users, then select the Teams tab, then select the pencil icon for the team you want to configure.

  3. Toggle Limit Availability to On.

    Notice the other fields on the page become available.

  4. Configure the availability settings to your liking and click Save.

Note:

When you've enabled team availability, keep in mind that the web/mobile widget will still be displayed but a customer will see message saying that no associates are available if it's outside the hours you've specified for the team.

Associate Availability in Live Experience

Your associates can also control their availability in the Live Experience Associate Desktop, in case they have to take a break or tend to other business.

When an associate is away, Live Experience knows not to route calls to them under any circumstances.

Related Topics

Hands On: Managing Live Experience Users and Teams

Using the Live Experience Associate Desktop

Return to the Docs Home Page

Common Tasks for Administrators