Transfer the Chat to a Specific Oracle B2C Service Queue

Oracle B2C Service uses chat rules and queues to sort incoming chat requests based on Chat Customer Information and Incident custom field values.

By default, the skill routes all agent chats to the default queue. However, you can take advantage of the Agent Initiation dialog flow component's Custom Properties property to pass in the values for a specific rule that will filter the chat request to the desired queue.

An administrator can set up a Oracle B2C Service queue, profile, and chat rules to route a skill's chat request to the appropriate agents. For example, the Oracle B2C Service interface might have a chat rule that if the fromBot custom field is set to Yes, then add the chat request to the Bot queue. When its rule base doesn't have a rule for an incoming chat, then it sends the chat request to a default queue. (You can learn more about rules at Business Rules in Using Oracle B2C Service.)

Before you begin, you'll need the names and valid values of the custom fields or customer information (or both) that have been defined for the queue's chat rule. If you have admin access to the Oracle B2C Service desktop Service Console, then you can see the chat rules from the Configuration > Site Configuration > Rules > Chat page. Otherwise, ask your Oracle B2C Service administrator to provide this information.

You'll also need to understand how to structure the map object that you use with the Custom Properties property. See Pass Customer Information to a Live Chat.

Here's how you can pass the example fromBot custom field from above in the Agent Initiation component's Custom Properties property:

1. Use a Set Variable component to create a variable called liveChatInfo and give it the following value:

   {
     "customFields" : [		
       {
         "name" : "c$frombot", 
         "type" : "BOOLEAN",
         "value": 1
       }
     ]
   }

2. In the flow's Agent Initiation component, set the value of the Custom Properties property to the value of the liveChatInfo variable, i.e.: ${liveChatInfo.value}.