Control Availability for Your Applications, Teams, and Associates

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In the likely event that you don't have the same set of associates standing by 24/7 to handle all customer inquiries, you'll want to be able to ensure that customers don't encounter unstaffed support queues (and associates don't drop dead from exhaustion). To counter those issues, Oracle Live Experience lets you handle associate availability at two levels: application and team.

Application availability, as you might expect, lets you set global availability for an entire Live Experience application:

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Description of the illustration ''av-app-level.png''

The nice thing about application 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.

If you need further flexibility, you can combine your associates into teams as described in Hands On: Managing Users and Teams, and configure team availability:

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Description of the illustration ''av-team-level.png''

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: Quick and Easy Control

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 Application, then select your application from the drop-down menu, and then select the Availability tab.

    Description of av-nav-av.png follows
    Description of the illustration ''av-nav-av.png''

  3. Toggle the Limit Availability switch to On.

    Notice the other fields on the page become available.

    Description of av-togg-av-on.png follows
    Description of the illustration ''av-togg-av-on.png''

  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: Fine Tune Your Associate Allocation

If application-evel 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 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.

    Description of av-tm-nav.png follows
    Description of the illustration ''av-tm-nav.png''

  3. Toggle Limit Availability to On.

    Notice the other fields on the page become available.

    Description of av-tm-enable.png follows
    Description of the illustration ''av-tm-enable.png''

  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.

Understand Interactions Between Application and Team Availability

When working with application and team availability in combination it's important to keep in mind that if you set, for instance, that an application is available only from 8am to 5pm on Wednesday, and then you configure a team who's only available from noon to 5pm on Wednesday, the team schedule will take precedence. No associates will be available in spite of the application settings, although the web/mobile component will be displayed in your app.

Likewise, if application availability is set from noon to 5pm and team availability from 8am to 5pm, the application setting take precedence and the web/mobile component won't be displayed at all.

Associate Availability: Everyone Needs a Break

Finally, your associates can control their own availability when they're logged into the Associate Desktop, in case they have to take a break or tend to other business.

To set Away/Available status in the Associate Desktop:

  1. Open the Live Experience Associate Desktop. Go to either:

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

      or, for EMEA customers

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

  2. Toggle the Available/Away status in the Associate Desktop banner:

    Description of av-assoc-avail.png follows
    Description of the illustration ''av-assoc-avail.png''

When an associate is flagged as away, no calls will be routed to them under any circumstances.

Related Topics

Hands On: Managing Users and Teams

Focus Your Resources: Get Your Customers to the Right Team with the Right Skills

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