Live Experience Engagement Scenarios: Choosing the Right Digital Channels for the Job

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20 Minute Read

Naturally, you'll want to engage every one of your customers at the right time, the right place and with the right context. That's where Oracle Live Experience engagement scenarios come in.

A Live Experience engagement scenario lets you intelligently control the display of the mobile/web component, the message the component presents to a customer when it appears, the channels the component will use when an engagement is initiated as well as the channel upgrade and downgrade paths available during the engagement.

You can completely personalize the engagement options the component offers, for instance, offering video and screen sharing functionality to high value customers, and you can align the component's presentation and behavior with a customer's journey, for example, inquiring if a customer requires product support on one of your product pages.

Parts and Pieces of an Engagement Scenario

For each engagement scenario you create, you'll configure the following information:

General Information:

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Scenario Rules:

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  • Rules that determine when the scenario applies to any given engagement. You'll use engagement scenario rules to restrict a particular scenario based on context attributes you define. You can add any number of rules. (optional).

End-User Information:

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  • An engagement message presented to a customer (optional but recommended):

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  • The initial digital channel presented to a customer when an engagement starts (required).

  • Channels that a customer is permitted to share with an associate during an engagement (optional)

Associate Information:

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  • The initial digital channel available to your associates when an engagement starts (required).

  • Digital channels that your associates are allowed to share with customers during the course of an engagement (optional).

  • Digital channels that your associates can request that customers share during an engagement (optional).

Now that you know the functions of the various parts of an engagement scenario, let's go hands on.

Hands on: Designing Your Engagement Scenario

This section will take you through designing an engagement scenario end to end. We'll offer tips to ensure that your own scenarios result in a positive, frictionless customer experience outcome.

The very first thing you should consider when designing an engagement scenario, is the channel you want to use for the initial engagement between an associate and a customer.

Access the Engagement Scenario Configuration UI

To access the engagement scenario configuration UI, start by opening 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

From the navigation menu, select Settings and then select the Engagement Scenarios tab.

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Create a New Engagement Scenario and Give it a Name

To create a new engagement scenario, click Add New Engagement Scenario.

You should select a name that matches the purpose of the engagement scenario, for instance, support for technical support, sales for product sales, etc.

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Enabling short codes for an engagement scenario causes Live Experience to provide a short code to the customer when they tap on the widget, rather than connecting them directly to an available associate. That's useful in situations where the customer is already talking to an associate via another channel, for instance on a regular phone line, and the associate wants to start a screen sharing session.

For more information on short codes, see Live Experience Short Codes: What are They and How do They Work?.

Enabling meetings enables your associates to open a virtual meeting instance and invite specific participants to join, by providing them with a direct link. See Have One-on-One Meetings with Your Customers.

Enabling ID verification enables you to verify your customer's identity as part of applying for products and services. See Verifying Your Customer's Identity Through Live Experience.

Choose a Greeting and Digital Channels for Your Customers

We're now going to jump down the page a bit to the End User section and decide on an engagement greeting message as well as which digital channels you'd like a customer to be able to proactively share with an associate once the engagement has started (arguably the most important decision for your scenario).

Generally, you'll want to constrict options as much as possible. Many users will prefer to start an engagement as audio only, since everyone's concerned about on camera appearance, and you can always enable your associates to request that a customer share their camera. Likewise, you'll only want to enable customers to proactively share channels if you're sure it's necessary.

First, choose a friendly and casual greeting.

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Next, choose the initial channel with which you'll engage the customer. We're going to stick with audio for this rule.

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Tip:

Even if you don't enable any other channels for a customer, remember you can always enable the option for an associate to request that a user share additional channels.

For this rule, we're not going to offer customers the option to pro-actively share additional channels. Remember, unless your engagement has a particular requirement that a customer be able to share a digital channel, less is more.

When a customer runs your mobile app (in this case on Android), they'll see the widget pop up with your customized greeting and a microphone icon indicating they'll be connecting to an associate using voice only (once, of course, the engagement rule is complete and activated).

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Choose Digital Channels for Your Associates

Next let's choose the initial digital channels for associates, digital channels that an associate can proactively share with a customer and digital channels that an associate can request of a customer.

As always, we're going to be conservative on the initial engagement channel and choose audio only. However, we'll open up the engagement channel possibilities by enabling an associate to proactively share video as well as their screen and also request that a user share video as well as their screen.

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What we've done here is leave digital channel selection in the hands of an associate. In such a case an associate might be generalist, supporting desktop applications (necessitating screen sharing) as well as physical products (necessitating video so that a customer can point out relevant product issues).

In your own engagement scenario, you may want to limit channel upgrade paths if an associate only supports desktop applications or none at all if they are just handling basic call center tasks. Whatever your scenario, Live Experience provides you with the right options.

Tailor Scenarios to Your App Requirements Using Rules

Once you've determined the distribution of your digital channels, you can start fine tuning how they apply to engagement using engagement scenario rules.

Engagement scenario rules let you control how an engagement scenario is applied to engagements using an easy to use comparison interface: you choose whether you want ALL conditions to match (AND) or whether you want ANY condition to match (OR), you choose which context attribute you'd like match, choose an operator, and then set a target value to compare to the context attribute value.

Between Live Experience's fully customizable context attributes and engagement scenario rules, there's practically no requirement you can't cover.

Let's investigate engagement scenario rules in more detail...

Fine Tuning Engagement Scenarios: Rules Deep Dive

The key to getting the most out of your engagement scenarios is controlling exactly when they apply to any particular engagement. If you're just creating a couple of general categories, say sales, support, and administration, you probably won't need to worry too much about rules; you'll just specify an Application Location. As you expand the capabilities of your application, however (adding teams in different regions and more specialized applications locations to your app), you'll find yourself needing more control.

That's where Live Experience engagement rules come in...

When creating an engagement scenario rule, you'll first choose the type of rule set you'd like, either AND or OR, and then you'll add a variety of conditions depending on your requirements. A engagement scenario rule condition consists of the following components:

  • A context Attribute containing the data you'd like to examine.

  • An Operation determining how you'd like to process the attribute's data, either equals or reg exp (regular expression).

  • A Value that you want to compare to the data contained in the attribute via the Operation.

An AND rule as you might expect means that the rule will only apply if ALL of the conditions you've defined are met. An OR rule, on the other hand, will apply if ANY of the conditions you've specified are met.

Custom context attributes and certain default context attributes are NOT automatically populated by Live Experience. You'll have to gather the context you're interest in when you're creating your Live Experience enabled app.

For more information on initializing context variables, depending on your platform, see:

Hands on: Defining a New Engagement Scenario Rule

Let's start with a plain English definition of a rule you might want to use in an engagement scenario:

If an engagement request is initiated by a customer from the application location Support, and the email domain of the customer is example.com, then this engagement scenario should apply.

First, let's analyze the important parts of that statement:

  1. You've got application location, which refers to the location in your app from which a customer initiates an engagement request. If you look at the list pre-defined context attributes, you'll find Application Location already exists. Likewise you'll see that the location you're interested in is Support.

  2. Next, you've got and, meaning you want another condition to apply in addition to application location. Looks like you'll need an AND rule in this case.

  3. Finally, you've got email domain. Looking at the list of pre-defined context attributes, you'll see that there's already an Email context attribute defined.The domain you're interested in specifically is example.com.

Now, let's create that rule using the Live Experience admin UI...

Hands on: Creating a New Engagement Scenario Rule

In the Rules section of your engagement scenario, select AND from the Rule Type list and then click Add Condition.

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The AND rule type means that the scenario will only apply if all conditions are true.

For our first condition, we'll check the Application Location, known as the appLocation when your integrating the mobile and web components into your apps. We'll want Application Location to match the location from which the customer will be initiating the engagement request in our app, and we've named that, imaginatively but intuitively, Support. The Support location in our apps may be a support web page or a particular tab in a native mobile app.

Choose Application Location from the Select Attribute List, select equals from the operator list, and enter Support in the value text box. Click Add New Rule Condition.

The condition is added to the rule.

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Click Add Condition again, choose Email from the Select Attribute List, select reg exp from the operator list, and enter ^.*@example.com in the value text box.

The value here looks a bit different from Application Location because it's a regular expression.

Remember, you want to match any customer with an email from the domain example.com. If you just use the equals operator and enter @example.com, you'd only be matching a customer email address to @example.com exactly. Since @example.com is an invalid email address, your rule would never return true and your engagement scenario would never apply.

Instead we're using a regular expression that will match from an beginning of an email address up until @example.com. The ^ refers to the beginning of the string, and .* matches everything after up until @example.com.

Regular expressions give you incredible flexibility in combination with context variables. You can zero on an practically any part of a string, such as an area code in a phone number or a particular postal code, and apply your engagement scenario only when there's a match.

Click Add New Rule Condition.

The condition is added to the rule and your rule is complete.

Click Save to save your engagement rule. Then click Save and Enable.

Your engagement scenario is saved and is immediately applied to incoming engagements with no coding required on your part.

Live Experience Short Codes: What are They and How do They Work?

When an associate is communicating with a customer using channels external to Live Experience, such as an 800 support telephone number, they may want to take a closer look at the customer's environment using Live Experience screen sharing capabilities. Since there's no way to "upgrade" a plain telephone call to include Live Experience digital channels, an engagement scenario with short code support enables an effortless and elegant way to initiate a screen sharing session.

The short code itself is exactly what the name implies: a six character alphanumeric sequence, for example, X1UNQA. The code is generated by the mobile component in your app, and a customer provides that code to the associate to initiate a screen sharing session.

We'll examine short code configuration and workflows in detail in the following sections.

Configure a Short Code Engagement Scenario

To support short codes in your app, you'll first configure a short code enabled engagement scenario just like you would any other for any other channels:

  1. Begin by following the steps in Hands on: Designing Your Engagement Scenario but toggle Enable Short Code to On.

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  2. You'll create a rule that tests the application location in your app as you would with any other engagement scenario.

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    The actual value for your application location may be different.

  3. You'll notice that, aside from the engagement message, all other options are greyed out and that the only engagement channel permitted is customer side screen share.

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With the engagement scenario saved and enabled, you're now ready to process short codes in your Live Experience enabled app.

Beyond integrating the Live Experience mobile component in your app, there's no additional coding required to get the component to generate short codes. It's all handled by Live Experience!

The Short Code Workflow in Practice

With the engagement scenario in place, here's how a representative customer workflow goes that makes use of the short code functionality. Remember, this is just an example.

  1. A customer calls your 800 support number and is connected with an associate.

  2. The associate determines that it'd be helpful if they could initiate a screen sharing session to help solve the customer's issue.

  3. The associate directs the customer to the application location in your mobile app or the website that hosts the engagement scenario with the short code functionality.

  4. Now, when a customer accesses your Live Experience enabled app or website that you've specified, they'll see the widget displayed. The widget shows a screen sharing icon, as shown in the graphic below.

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  5. The customer taps the widget, which then displays a six-character short code.

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  6. The customer provides that code to the associate over the phone, who enters it into the Associate Desktop to start a screen sharing meeting.

  7. The customer is prompted to share their screen and taps START NOW to initiate the screen sharing session.

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  8. The associate is presented with a view of the customer’s screen in the Associate Desktop.

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  9. On the customer’s device, the widget changes to show that they are connected with an associate. In the example screen shot below, the widget also reveals that the screen-sharing session is also being recorded, the duration of the call, and the picture of the associate with whom they are talking. At the top of the screen, a banner reveals that screen sharing is active, and to tap on the banner to stop screen sharing.

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Screen sharing engagements can be recorded like any other and are available for review and retrieval. See Searching for Recorded Engagements for more details.

Take Control: Creating Custom Context Attributes to Use in Your Rules

We've seen how you can configure engagement scenario rules that process context attributes, but to expand your options even further, you can dive into creating your own.

For instance, you may want to pull information from your company LDAP database, and create engagement rules specific to certain business units. Likewise, you might want to examine certain fields in a customer database to determine whether the customer is high net worth, or has had many issues when contacting support.

You'll create context attributes using the Live Experience Admin Console, and you can find complete details on how to do that in the following article: Take Control of Engagement Routing: Customizing Customer Context.

Custom context attributes and certain default context attributes are NOT automatically populated by Live Experience. You'll have to gather the context you're interest in when you're creating your Live Experience enabled app.

For more information on initializing context variables, depending on your platform, see:

Choose the Priority of Your Engagement Scenarios

Once you've finished creating your engagement scenarios, you need to determine the order in which you'd like them to apply to incoming engagements.

You can re-order engagement scenarios by grabbing a scenario by its handle and dropping it where you want it.

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When an engagement comes into the Live Experience queue, it'll match the first engagement scenario it encounters that is least specific. What that means is, if you create an engagement scenario with no rules and place it at the top of your list of engagement scenarios, it'll match any incoming engagement, short circuiting any of your other scenarios below it.

For instance, in the following image, we've got an engagement scenario named Least Specific at the top of the list.

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The Least Specific engagement scenario, as its name implies, contains absolutely no conditions on its use. It doesn't care about the Application Location or a customer's email address or any other context attributes.

You'll notice that we've got two other scenarios, Most Specific and Somewhat Specific. As their names imply, they contain rule conditions that provide additional filtering on incoming engagements, with Most Specific having the greatest number of rule conditions.

If you leave those engagement scenarios in the current order, the Least Specific engagement scenario will match every incoming engagement. Neither Most Specific nor Least Specific will ever be applied. Similarly, if you order the engagement scenarios Somewhat Specific, Least Specific and Most Specific, you'll get matches on Somewhat Specific and Least Specific, but Least Specific will always win out over Most Specific. With that in mind, you'll always want to keep your most specific engagement scenarios at the top of the list and continue in descending order of specificity as shown by the arrow.

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Related Topics

Manage Engagement Scenarios

Take Control of Engagement Routing: Customizing Customer Context

Hands On: Managing Users and Teams

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

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