Hands On: Managing Live Experience Users and Teams

Using the Oracle Live Experience Admin Console, you can easily define users who are assigned various roles depending on their job responsibilities. Each role grants various privileges. A user can have multiple roles.

Once you've created your users, you can then assign them to teams.

You can then uses your teams in conjunction with skills and routing rules to really fine tune how your customer engagements are routed to associates, as described in Focus Your Resources: Get Your Customers to the Right Team with the Right Skills.

For now, in this article, we'll examine Live Experience user roles in detail, and run through procedures and recommendations for creating both users and teams.

Live Experience User Teams: The Right Persons for the Job

You can gather your users into teams that you can then target when you're routing engagements. For instance you might want to create teams of users that can service different customer languages, or you might want separate teams for separate product lines.

Combined with skills and routing rules, discussed in Focus Your Resources: Get Your Customers to the Right Team with the Right Skills, you can ensure that associates with the right skills respond the appropriate engagements, and minimize engagement times and customer frustration.

Let's go over how you create a team. Start by going to one of the following URLs:

  • 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 Admin Console, select Users and then select the Teams tab, then select Add New Team.

Fill out the fields on the New Team screen and add members. The following graphic shows an example team configuration.

By default, Live Experience will route an incoming engagement to the associate on a team who's been idle the longest. If you enabled the Shared Queue feature, Live Experience will route the incoming engagement to all associates in the team, and the first one to answer takes the call.

By default, Live Experience will keep a customer in the call queue for three minutes before disconnecting the call. If an associate doesn't answer within three minutes, the customer has to call again. You can change the length of time a customer can remain in the call queue by setting a value in the Max Wait Time in Queue field.

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