How You Control Availability for Your Applications, Teams, and Associates

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

It's likely that your company has core business hours during which one or more associates answer customer engagements. Outside of 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: As an alternative 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.

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 avoid unwanted behavior. For example, 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 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 from 8am until noon, when your associates are available to answer.

Setting application and team availability does not change any other configuration settings, 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, you can fine-tune the availability of your associates.

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.