4Notifications and Interactions

This chapter contains the following:

Agent Availability and Presence

Set Presence and Availability

Work assignments are determined by your availability, so once you sign in to the application, set your presence and availability with the user menu.

You can explicitly specify your availability for real-time and non-real-time work items. This means that you can specify if you're available for chat or for an SR assignment, or for both. By default, you're shown as available for non-real-time interactions when you sign in.

Agent presence is different from availability in that it indicates only whether you're signed in to, and are working with, the application. Set presence in Settings and Action menu. Your status can be either Available or Busy, and you can toggle between statuses. The following table shows how work assignments based on availability and presence.

Accepting Work Presence Work Assignment

Non-real-time

Available

The SR is routed to the agent.

Non-real-time

Busy

The SR is routed to an agent and a notification is displayed. If the time-out period is nearing, a bold notification is displayed. Click the notification to accept the assignment. If you're presence is set to busy for an extended period of time, the SR is assigned to another agent.

The availability to receive non-real-time work is also turned off.

Non-real-time

Offline

If the agent is signed out of the application, the status is set to offline. No new SRs are assigned, but the SRs that are already assigned are still owned by the agent.

Real-time

Available

Chat notifications are sent to the agent.

Real-time

Busy

Chat availability is turned off.

Note: If your administrator enables the SVC_OMNI_DISABLE_WORK_ITEM_AVAILABILITY_SELECTION profile option, you can't change your work and chat availability through the Omnichannel toolbar. Based on the profile option settings, the application assigns new work to you until your maximum capacity is reached. For more information, see "Enable Omnichannel".

Omnichannel Notifications

How Omnichannel Notifications Work

Omnichannel routes notifications to you in the form of Omnichannel, Multi-Channel Architecture (MCA), and Live Window notifications, all with the same look and feel. The different types of notifications are described in the following list.

  • Interactive notifications, such as chat offers, appear as pop-up windows which you can accept or decline. If you take no action, the notification times out. You can receive single work offers, or multiple work offers.

  • Count down offers, which you accept or reject. If neither action is taken during a certain time frame, the offer is withdrawn or rerouted.

  • Forced notifications open for viewing in a new tab. You can receive single notifications or a notification with several notifications rolled into it, each with a hyperlink which displays a brief description of the issue. Clicking any notification on the list leads to the appropriate view where you can view the item.

  • A desktop or toast notification appears if you don't have B2B Service in focus on your desktop.

Chat

Overview of Chat

Sometimes, the easiest way for a customer to get help is through a real-time chat. The way it works is, a customer first initiates a chat from the Digital Customer Service portal. A notification is sent to the available service representatives in your service application. The assigned service representative then helps the customer in the Live Window that opens in their browser.

To receive chat requests, you must set your availability on the toolbar.

Set Your Availability for Chat

To set your availability for chat:

  1. On the Service Requests List window, navigate to the chat icon in the toolbar.

  2. Move the mouse over the chat icon to view the tool tip that displays your availability status for chat.

  3. Click the chat icon in the toolbar to be available for chat.

    The tooltip displays: Available for chat interactions. The chat function is enabled.

  4. When you don't want to be available for chat, click the chat icon again to turn off your availability status.

When you set your availability, the Live Window opens in a new browser window. You can manage your chats in the Web Channels tab in the Live Window.

Note: If your administrator enables the SVC_OMNI_DISABLE_WORK_ITEM_AVAILABILITY_SELECTION profile option, you can't change your work and chat availability through the Omnichannel toolbar. Based on the profile option settings, the application assigns new work to you until your maximum capacity is reached. For more information, see "Enable Omnichannel" in Related Topics.

Chat Notifications

If the Live Window is open, the Incoming Chat notification appears in the Live Window and on the desktop. If you don't have the Live Window open, the Incoming Chat notification appears only on the desktop.

  • An incoming new chat request notification is displayed for 30 seconds by default.

  • An incoming new chat message notification is displayed for 5 seconds.

  • The default time-out duration for chat inactivity is 30 minutes.

Chat with Customers

When a customer initiates a chat request, an incoming chat window appears with the name and email of the person requesting the chat. The timer on the incoming chat window indicates the amount of time you have to accept or decline the chat. If the timer runs out, the chat is routed to another agent in the queue.

If your service application screen isn't active, an HTML notification is displayed in the task bar.

To chat with a customer on an incoming chat:

  1. Click Accept in the incoming chat window to accept the chat.

    The Contact Verification window appears with the contact details.

  2. Do one of the following:

    • If the customer details match the details on the Contact Verification page, click Verify and Continue.

    • If the customer details don't match, click Search Again.

      1. In the Contact Search page, search for a contact or create a new contact if the record doesn't exist.

        For more information, see "Searching for a Contact: Procedure".

        After a new record is selected, the Contact Verification page is displayed again with the new record.

      2. Verify the record.

    After the contact is verified, the screen pop page is displayed as a top-level dynamic tab. Customer details appear in nested dynamic tabs. Business objects supported by nested tabs for Live Window are accounts, contacts, assets, and work orders.

  3. Add or modify details on the screen pop page.

  4. To view the Live Window again, click the interactions icon on the toolbar.

    The interactions icon on the toolbar also displays the number of active interactions that you have.

  5. You can now engage in a conversation with the customer.

    Note:
    • You can accept multiple chat requests simultaneously. For more information, see "Switch Among Different Chat Conversations".

    • You can also start a Cobrowse session with the customer anytime during the chat if required. For more information, see "Start a Cobrowse Session from Live Window".

    • If your administrator enables the SVC_CHAT_CKEDITOR_ENABLED profile option, you can format your text, insert images and content from Microsoft Word and Microsoft Excel, and make use of the other available style formatting options. For more information, see "Set Chat Profile Options".

  6. (Optional) If you require assistance, you can transfer the chat to a queue so that another agent continues the chat. For more information, see "Transfer a Chat to a Queue".

Switch Among Different Chat Conversations

If you accept multiple chat requests, then multiple corresponding screen pop tabs are displayed. You can switch among the different chat conversations.

When you switch to a different active chat conversation in Live Window, the corresponding screen pop tab is displayed in the application. The converse is also true. When you switch among dynamic tabs on the Service Requests page, the corresponding Live Window chat conversation becomes active.

Transfer a Chat to a Queue

Let's say you require assistance with a chat. You can transfer the chat to a queue so that another agent continues the chat.

  1. Before you transfer the chat, type a suitable message such as follows: I am transferring your chat to another agent.

  2. Click Transfer in the Live Window.

  3. Click Transfer to Queue.

    The Transfer drop-down list displays a list of automatic push queues where agents are signed in and have the capacity to take on additional work.

  4. Select a queue by typing the queue name in the Search box or scrolling through the list.

    Note: If none of the agents in the selected queue is available or they don't have free capacity, a message is displayed, and you must select another queue.
  5. After the chat is transferred successfully to a queue, an agent in the destination queue accepts the chat.

    The Contact Verification window is displayed, and the transferee agent can view the customer details.

  6. The transferee agent must click Verify and Continue.

  7. The transferee agent, using the Live Window, views the complete chat transcript of your discussion to date with the customer, and continues the chat.

Start a Cobrowse Session from Live Window

Suppose during a chat, a customer requires assistance which can't be easily handled in the chat. It might be helpful to share the customer's screen. This is when you turn to Cobrowse. With Cobrowse, you can view the customer's screen, and effectively guide them to a resolution. Cobrowse strengthens the personal bond you have already cultivated, and builds a stronger overall customer relationship.

For more information about cobrowsing options, see "Cobrowse with a Customer".

To start a Cobrowse session with the customer from a chat interaction in the Live Window:

  1. Ask the customer whether you can start a Cobrowse session to help resolve their issue.

  2. The customer may type a reply such as Sure, let's start a Cobrowse session.

  3. Click the Cobrowse icon on the Live Window chat panel.

    The customer sees a message stating that the agent has requested a Cobrowse session, along with options to accept or decline.

  4. After the customer accepts your request, you can start cobrowsing and help resolve the customer's issue.

After you finish a chat, the Chat Wrap Up window appears if it's enabled. You can use this window to record any details from the chat. These details are stored in a wrap-up record. Refer back to these details at any time to track progress or review the history of a particular interaction.

The wrap-up details include the following types of contextual information:

  • Total interaction time and channel type icon

  • Agent who first handles the interaction

  • Account name, title, email, and phone

  • Reasons for the chat

  • Whether the issue was resolved

  • Any interaction notes that you want to enter

  • Business objects that were updated during the interaction, which can include one or more service requests (SRs). The associated items are displayed as links to the titles of the SRs.

Note: A complete chat transcript between you and the customer is also captured and saved in the interaction wrap-up record or in the associated SR message. This is useful because even if chat wrap up is somehow disabled, you can still review a full transcript of your chat.

To wrap up a chat, perform the following steps in the Chat Wrap Up window:

  1. Specify a Communication Reason by selecting an option from the drop-down list.

  2. Select a Resolution Code to specify the type of resolution that was provided.

  3. Specify a Transfer Reason if you transfer the chat to another agent for resolution.

  4. Enter Interaction Notes to specify the details of the issue and the resolution that was provided. You can also document any other details that must be mentioned as part of the service interaction record.

  5. Click End Wrap Up.

If the Chat Wrap Up window times out before you enter all the details, or if you want to add further notes, you can still add them later.

Use the Interaction History tab to view the wrap-up details and chat transcript. You can open the Interaction History tab from an account, contact, and service request (SR) record. To view chat details, drill into the associated wrap-up record for the chat interaction. The Chat Wrap Up window displays the chat details.

The chat transcript is correctly associated with the corresponding SR only if one of the following conditions are met:

  • The SR account details match with the account details of the customer contact who initiates the chat.

  • The primary contact for the SR initiates the chat.

  • The agent who interacts with the customer on chat is the same agent who last updated the SR.

Note: To view the chat transcript, click Show Transcript in the Chat Wrap Up window. Now, suppose the chat wrap-up is disabled for a chat interaction, and you're working with an SR. In such cases, you can review the chat transcript using the SR transcript message.

Sometimes, your customers may request you to delete a chat conversation for various reasons related to data protection and privacy. They may have shared their personal information through chat while resolving an issue or otherwise. And later they may want you to delete the information. If they're located in the European Union (EU), they're governed by General Data Protection Regulation (GDPR) regulations. One of the GDPR regulations is the right to erasure or the right to be forgotten. In such cases, you can manually delete the corresponding chat transcripts.

Note: If you're an administrator, you have the privilege to delete chat transcripts. But if you have any other role, you can delete chat transcripts only if your administrator has added the privilege to your role. If you're unable to delete chat transcripts, you must contact your administrator.

To manually delete chat transcripts:

  1. Open the Interaction History tab from the relevant account, contact, or service request (SR) record.

  2. Drill into the associated wrap-up record of the chat interaction for which you want to delete the transcript.

  3. The Chat Wrap Up window displays the chat details.

  4. Click Show Transcript to view the chat transcript.

  5. Confirm whether this is the transcript that you want to delete.

  6. Click Delete to delete the chat transcript.

Note: After you delete the chat transcript, the interaction and wrap-up record is retained. But the chat transcript shows a blank window and displays the message Chat Transcript Deleted, along with the deletion date.

CTI Notifications

Handle Call Notifications

When an incoming call is detected, the notification process involves multiple stages.

  1. Receive incoming call notification.

    You (the agent) are notified of an incoming call through a toolbar notification, and if configured, through a notification message box. If you're on a window other than the Oracle applications window, a toast notification is also sent to you.

  2. Accept the call.

    When you accept the call, you can use call controls to put a call on hold, end a call, or transfer the call to another agent. After you accept a call, if the phone number of the incoming call is registered or if the details provided through the IVR are recorded in the database, basic customer details are displayed in the Contact Verification page.

  3. Click Verify and Continue.

    If customer-provided details match the details on the Contact Verification page, you click Verify and Continue.

    If the customer details don't match, click Search Again. In the Contact Search page, search for a contact or create a new contact if the record doesn't exist. For more information, see "Searching for a Contact: Procedure". After you select a new record, the Contact Verification page displays the new record. Verify the record.

  4. Add or modify details on the screen pop page.

    After the record is verified, the screen pop page displays details of the customer in a top-level dynamic tab with supporting nested dynamic tabs. You can add or modify details here. The business objects supported by nested tabs for Live Window are accounts, contacts, assets, and work orders.

  5. Enter call resolution on the Wrap Up page.

    After the call ends, the Wrap Up page is displayed, if enabled. Enter the call resolution details on the page, and click Save and Close. If the wrap-up is timed, you must wrap up before the specified time limit. If the time runs out, you can add wrap-up details in the interaction history.

All incoming and outgoing calls are recorded in the interaction history of the customer record.

You use the Computer Telephony Interface (CTI) contact search to search for a contact when there is an incoming call. The contact search enables you to do the following:

  • Search for the contact record of the caller by specifying a contact attribute, such as a phone number or an email ID.

  • Select a contact record from a list of records that are displayed based on a pre-filled caller information, such as a phone number. This information can be derived from an IVR system.

  • Create a new contact if the caller record isn't found.

You must perform the following steps when there is an incoming call, and the contact search is displayed:

  1. If data is prefilled in the contact search and multiple matching records are displayed, select a relevant contact.

  2. If no single matching record is found, enter details based on the information given by the caller and click Search. Select a record if any.

  3. If there is no record of the caller in the database, click Create Contact, and enter details.

  4. Click Save and Close.

To save a search, click Save in the Search Results pane. You can run a saved search by selecting the search from the Saved Searches drop-down list.

How You Wrap Up an Interaction

If your administrator has enabled the Wrap Up page, it will display at the end of your service calls or chat sessions. You use this page to capture closing interaction notes and any contextual information.

The ready to use Wrap Up page captures information such as the reason for call, the resolution code, and the interaction code. If there is other relevant information you want to capture, your administrator can configure it.

Captured contextual information such as contact name, phone, email helps you easily keep track of the information provided during a call or chat session. The Wrap Up page also displays the business objects that were updated during the interaction, which can include one or more service requests. Associated items are displayed as titles of the service request and are links. If Wrap Up is disabled for an interaction, and you're working with an SR, you can review the transcript using the SR transcript message. Your administrator can use Application Composer to add field to the Wrap Up page.

If the Wrap Up page is timed out before you enter all of your details, navigate to the relevant service request, open the Interaction History, select the latest interaction, and complete the wrap-up details.

Note: When a call originates from a service request click to dial, or if the dialog box was to a service request, the wrap-up details are stored as service request messages within the relevant service request record.

When the wrap-up is disabled for an interaction, and you're working with an SR, you can review the transcript using the SR transcript message.

Wrap Up an Interaction

Wrap up an interaction in the Wrap Up page.

  1. Select a Communication Reason from the drop-down list.

  2. Select a Resolution Code to specify what's the type of resolution that was provided.

  3. Specify a Transfer Reason if you transfer the call is to another agent for resolution.

  4. Enter Interaction Notes to detail the issue and resolution provided. You can also document any other details that must be mentioned as part of the service interaction record.

  5. Click End Wrap Up.

Bell Notifications for Service Requests

How You Manage Bell Notifications for SRs

Service request (SR) events trigger notifications to service agents and managers alerting them to take necessary action.

Events are triggered for specific conditions, such as:

  • SR is assigned

  • SR is resolved

  • SR is escalated

  • Expired milestone

The Notifications icon on the global header displays the number of unread notifications. Click this icon to view all notifications. Click a notification to take further action. After you click a notification and navigate to the record's details, the notification is marked as read and it's cleared from the notification list.

An administrator enables notifications through the Notifications feature in the Setup and Maintenance work area. For more information about enabling notifications, see the "Enable Notifications for Service Requests" related topic. When notifications are enabled, bell notifications are automatically enabled for service requests. An administrator defines notification triggers as Groovy scripts in Application Composer, containing the conditions that must be met for each notification. Notifications are triggered when the defined conditions are met. For example, a trigger can be defined to send a notification when a high severity SR has been assigned to an agent. For more information about notification triggers, see the "Define Notification Triggers" related topic.

Push Notifications for Mobile

How You Manage SR Push Notifications on the Mobile Application

As a service agent or manager, you can receive push notifications on your iOS and Android mobile devices if your administrator has enabled the Mobile Notifications feature in the Setup and Maintenance work area. For more information about enabling notifications, see the "Enable Notifications for Service Requests" related topic.

An event on the service request (SR) objects triggers push notifications on your mobile device. You can tap a notification to drill directly to the relevant service request. Events are specific trigger conditions relating to an SR, such as:

  • SR is assigned

  • SR is resolved

  • SR is escalated

  • Expired milestone

An administrator defines notification triggers as Groovy scripts in Application Composer. The scripts contain the conditions that must be met for each notification. Notifications are triggered when the defined conditions are met. For example, a trigger can be defined to send a notification when a high severity SR has been assigned to an agent. For more information about notification triggers, see the "Define Notification Triggers" related topic.