7Chat Configuration

Overview of Chat

Though self-service and email response management can solve the majority of customer issues, one-on-one interaction remains the best venue and value for certain queries.

With B2C Chat, you can provide access to agents for customer questions and issues that merit human interaction between your supervisors and agents, and agents and customers through real-time chat sessions. You must configure Chat for supervisors, agents, and customers to take advantage of these functions. To get started, become familiar with the following interactions.

  • The administrator configures chat for staff and customers.

  • The Chat component manages connections, pushes chats to agents, and creates incidents from chats.

  • The supervisor manages agents and monitors agents and chats.

  • The agent chats with customers, suggests answers, conferences another agent, transfers customers, and cobrowses with customers.

  • The customer submits a chat request, searches the knowledge base, reviews suggested answers, and cobrowses with agents.

After you implement Chat for your application, you can measure its effectiveness using powerful analytics. See Real-Time Reports and Chat Audit Report.

How You Configure Chat for Supervisors and Agents

When configuring Chat, it is important that you set certain configuration options before others.

Chat session queues must be added before they will display in profiles, and profiles must be added or updated before they can be assigned to agents. We recommend that you configure Chat options in the following order.
Note: Configuration options will not be visible until Chat is enabled. To enable Chat, contact your Oracle account manager.
  1. Add chat session queues. See Add or Edit a Chat Session Queue.

  2. Add chat agent statuses. See Add or Edit a Chat Agent Status.

  3. Add chat reports to navigation sets. See Chat Reporting.

  4. Add or update profiles to include Chat permissions. See Add Chat Permissions to a Profile.

  5. Add or update staff accounts to use profiles that include Chat permissions. See Add or Edit a Staff Account.

Add or Edit a Chat Session Queue

Chat session queues, when used with profiles and business rules, enable automatic sorting of incoming chats based on contact, organization, product, category, and custom field information.

A wireless communications organization, for example, might have agents that specialize in different types of sales products or services. You could add chat session queues such as cell phones and wireless service. You would then create profiles that let agents access the different queues and assign the appropriate profile to your agents based on their area of expertise.

Tip: The following chat configuration settings are not interface specific; the setting in the primary interface takes precedence:
  • AVERAGE_WAIT_TIME_SAMPLES

  • ESTIMATED_WAIT_TIME_SAMPLES

  • IDLE_QUEUE_WAIT_TIME_RESET_SECONDS

  • MIN_WAIT_INFO_UPDATE_SECONDS

Setting each configuration setting in additional interfaces to the same value as the primary interface avoids confusion. See Overview of Multiple Interfaces.
Business rules, which perform actions on incoming chat requests based on specific conditions, can be used to automatically assign incoming chat requests to specified chat session queues. This ensures that chat requests are routed to the appropriate agent based on the agent’s skill set. See Overview of Business Rules.
Note: If you try to delete a chat session queue that is used in a business rule, a message displays the rules that depend on the queue. Before you can delete the chat session queue, you must first edit the rules so they no longer use the queue.
  1. Click Configuration on the navigation pane.

  2. Expand Application Appearance, and then double-click Customizable Menus.

    The Customizable Menus tree opens on the content pane.
  3. Click the arrow next to the System Menus folder to expand the list.

  4. Click Chat Queues to display the editor.

    Chat has one default chat session queue named Default Chat Queue. The name of the default queue can be changed, but the queue cannot be deleted. All incoming chat requests are routed to the Default Chat Queue unless new queues are added and business rules are implemented to route chats to the new queues.
  5. Do one of the following:

    • To add a chat session queue, click New to display the editor.
    • To edit a chat session queue, click it in the list.
  6. Enter the name of the chat session queue in the Label field.

    When using multiple-language interfaces, you must enter the name in the Label field in the language of the interface.
    The same name is added to the Label field in the Interface Visibility section.
  7. To designate the queue for use with advanced routing of chat requests, select the Advanced Routing check box and enter field information. See How You Configure Advanced Routing for Chat.

    Table Advanced Routing Settings

    Field Description
    Starting Minimum Score Enter a value from 0 to 5 for each skill. Incoming chats will be first routed to those agents meeting this score.
    Lowest Minimum Score Enter a value from 0 to 5 for each skill. Only agents meeting this minimum skill level can be assigned chats from this queue.
    Relax Score Requirement After Enter a value in seconds for the queue. The score requirement will be relaxed after the time you specify. Skills are relaxed at the queue level. A value of 0 seconds disables skill relaxation.
    Score Decrement Amount Enter the score value from 1 to 5 for each skill to be decremented when it meets the relaxation time.
    Overflow Timer Enter a value in seconds after which the chat will be routed equally to agents assigned the queue as a primary or an overflow. Overflow will be disabled if this field is set to 0, and only agents assigned the queue as a primary will receive chats from this queue.
  8. To designate the queue for use with third-party-initiated chat requests, select the External check box.

    The read-only VA Enabled check box is used to designate the queue for use with virtual assistant initiated chat requests.
  9. To change the order in which chat session queues display on the editor, select the queue, and click Move Up or Move Down.

  10. Click Save.

Add or Edit a Chat Agent Status

An agent’s status describes his or her availability to chat with customers as well as assist supervisors and other agents with their chats.

Although Chat contains default chat agent statuses, you can create custom agent statuses and associate them with either the Available or Unavailable status type. While working in Chat, agents can change their status as necessary. By default, Chat has five chat agent statuses that are assigned to three chat status types.
  • Available—The Available status type signifies that the agent is available to chat.
    • Unrestricted—The Unrestricted status indicates that there are no restrictions to an agent’s availability to chat.

  • Unavailable—The Unavailable status type signifies that the agent is not available to chat.
    • Unqualified—The Unqualified status indicates that the agent did not specify a reason for being unavailable to chat.

    • In Meeting—The In Meeting status indicates that the agent is in a meeting and is not available to chat.

    • On Break—The On Break status indicates that the agent is on a break and is not available to chat.

  • Logged Out—The Logged Out status type is restricted to the Unspecified chat agent status type and cannot be modified.
    • Unspecified—The Unspecified status indicates that the agent is logged out of Chat. This chat status does not display to staff on the Agent Status drop-down menu.

The default chat agent statuses may be enough for your organization. However, if additional chat agent statuses will help you more accurately determine the status of agents, then you can add them.

  1. Click Configuration on the navigation pane.

  2. Expand Application Appearance, and then double-click Customizable Menus.

    The Customizable Menus tree displays on the content pane.
  3. Click the arrow next to the System Menus folder to expand the list.

  4. Click Chat Agent Statuses to display the editor.

  5. Do one of the following:

    • To add a chat agent status, click New to display the editor.
    • To edit a chat agent status, click it in the list.
    The In Meeting and On Break default chat agent statuses and custom chat agent statuses can be deleted.
  6. Enter the name of the chat agent status in the Label field.

    The same label is added to the Label field in the Interface Visibility section.
  7. Click the Status drop-down menu and select a status type. The options include Available, Unavailable, and Logged Out.

    After you save a chat agent status, you can change its label but not its status.
  8. To change the order in which chat agent statuses display on the editor, select the status and click Move Up or Move Down.

  9. Click Save.

When you add a chat agent status, you must assign it to one of the default status types and then make it available through the Chat Agent Statuses section in profiles. See Add Chat Permissions to a Profile.

Chat Reporting

Agents and supervisors use chat reports to view and monitor chat activity.

Chat reports are available in Public Reports/Service/Chat Reports and include real-time reports that are refreshed at a default rate of fifteen seconds or less, and a chat audit report. You can view the reports and, with appropriate permissions, edit them inline or delete selected chats. Reports that can be edited or have chats deleted must include first name, last name, email, IP address, or subject fields.

For editing a chat report inline, the report must have inline editing enabled, automatic saving of inline edits enabled, and your profile must include Edit permission for chats.

For deleting a selected chat, the report must have the delete command enabled and your profile must include Delete permission for chats. You can only delete one chat at a time. When chats are deleted, they will no longer display on the Chat Conversion by Agent report.

Real-Time Reports

Real-time reports and dashboards are available for Chat.

Real-time reports and dashboards are available in Public Reports/Service/Chat Reports/Real-Time Reports. All of the reports include a default refresh rate of fifteen seconds or less.

Table Real-Time Chat Reports

Report Description

Active Chat List Per Agent

This report displays information about active chats that are assigned to agents.

Active Chat List Per Queue

This report displays information about active chats in queues.

Chat Agent Home–Real Time

This dashboard is a real-time alternative to the Chat Agent Home dashboard located in Public Reports/Service/Chat Reports.

Chat Agent List Per Queue

This report displays information about agents and their assignment to queues.

Chat Agent Queue Snapshot

This report displays information about an agent’s current chats.

Chat Supervisor Home–Real Time

This dashboard is a real-time alternative to the Chat Supervisor Home dashboard located in Public Reports/Service/Chat Reports.

Chat Supervisor Queue Snapshot

This report displays information about each engagement in a queue.

Current Chat Agent Statistics

This report displays statistics for individual agents.

The Chats in Last Hour column is non-functional, and displays 0, for the virtual assistant. See How You Configure Virtual Assistant.

Current Chat Group Statistics

This report displays statistics for agent groups.

Current Chat Queue Statistics

This report displays statistics for chat queues.

My Chat Agent Statistics

This report displays basic statistics for the current agent.

Waiting Chat List Per Queue

This report displays information about waiting chats in queues.

Chat Audit Report

The Chat Audit report is a top-level report that provides a 360-degree view of chat data during a selected time period.

The report includes drill-down links into associated audit detail reports and is available in Public Reports/Service/Chat Reports/Audit Reports.

Tip: To view column definitions in the Chat Audit report, hover over the column headings.

Add a Real-Time Chat Report to a Navigation Set

Add real-time chat reports so staff members can view a dashboard of their chat activity.

Before staff members chat with customers, we recommend that you add the applicable real-time chat reports to their navigation sets so they can view a dashboard of their chat activity. See Real-Time Reports.

  1. Click Configuration on the navigation pane.

  2. Expand Application Appearance, and then double-click Navigation Sets.

    The Navigation Sets explorer opens on the content pane.
  3. Double-click the navigation set used by your agents.

    The content pane displays the Navigation Sets editor.
  4. On the right side of the content pane, select Communication Center.

    All Communication Center items display in the lower portion.
  5. On the left side of the content pane, expand Public Reports/Service/Chat Reports/Real-Time Reports to open the folder with real-time chat reports.

  6. To configure the navigation set for agents, drag Chat Agent Home–Real Time from the left column and drop it in the lower portion of the right column.

  7. To configure the navigation set for supervisors, drag Chat Supervisor Home–Real Time from the left column and drop it in the lower portion of the right column.

  8. Click Save.

The navigation set containing Chat Agent Home or Chat Supervisor Home must be selected in the Interfaces section on the Profile editor. See Add Chat Permissions to a Profile.

Add Chat Permissions to a Profile

Chat is not fully functional until staff members have been assigned as agents.

After you create or edit a profile containing Chat permissions, you can then assign the profile to individual staff members. This lets you designate which staff members have access to Chat. You can assign Chat permissions to one or more profiles based on your organization’s needs.

  1. Click Configuration on the navigation pane.

  2. Expand Staff Management, and then double-click Profiles.

    The report opens on the content pane.
  3. Double-click the profile you want to edit.

    The Profiles editor opens.
  4. Click Permissions.

  5. Click the Service tab and scroll down to Chat permissions.

  6. Enter field information.

    Table Chat Profile Settings

    Field Description
    Chat Agent Permissions Select the Select All check box to select all options in the Chat section.

    If you do not want agents having full chat permissions in their profile, you must clear the check boxes next to the functions you do not want agents to access.

    Chat Select to let staff members with this profile chat with customers.
    Supervisor Select to let staff members with this profile have supervisory permissions in Chat.
    Monitor Select to let supervisors with this profile monitor other agents.

    This check box cannot be selected unless the Supervisor check box is selected, as monitoring can be performed only by supervisors.

    Conference/Transfer to Other Groups Select to let staff members conference with agents in other groups and transfer customers to agents in other groups.

    Agents can always conference with agents in their own group and transfer customers to agents within their own group.

    Pull Chat Select to let agents pull chats from the wait queue.

    By default, the chat server automatically pushes chat requests to agents. If the Pull Chat check box is selected, a corresponding pull policy must be selected so that chat requests are offered to agents when they click Request Chat on the Live Media bar.

    Allow Decline Select to let agents with this profile manually decline chat requests.

    If Allow Decline is selected, but Auto Decline is not, chats will automatically be assigned to agents if they click X on the top of toast invitations. To decline chats, agents must click Decline on toast invitations.

    Auto Decline Select to let the system automatically decline chat requests when the toast notification expires.

    The chat toast expiration timeout can be configured through the CHAT_ALERTFORM_AUTOCLOSE_TIMEOUT configuration setting.

    Set Max Active Chats Select, and in the associated Max Active Chats field enter the maximum number of active chat sessions that a staff member can be engaged in.

    The value set in this field also determines the value that displays in the Maximum Active Chats field on the Options window. See Change Your Chat Options.

    Set Delay Between Chats Select, and in the associated Delay Between Chats field enter the number of seconds that elapse before a new chat is presented to an agent.

    The value set in this field determines the value that displays in the Stagger Incoming Chats field on the Options window.

    Edit Select to let staff members edit existing chats.
    Delete Select to staff members delete chats.
    *Max Active Chats Enter the maximum number of active chat sessions that a staff member can be engaged in. The minimum value for this field is 1, the maximum value is 11, and the default value is 3.
    *Max Total Chats Enter the maximum number of total chat sessions, both active sessions and those that are in wrap-up mode, that a staff member can be engaged in. The minimum value for this field is 1, the maximum value is 20, and the default value is 3.
    *Delay Between Chats Enter the number of seconds that elapse before a new chat is presented to an agent.
    Virtual Assistant Profile This read-only check box is used to designate the profile for use with virtual assistant initiated chat requests.
    Enable Advanced Routing Select to designate the profile for use with advanced routing.
    Chat Queues Click to select the chat queue you want to be available for this profile, and click +. After selecting a queue, the queue can be moved up or down in the queue list. If needed, you can then select additional chat queues to associate with this profile.

    An agent must be assigned to a chat queue to log in to Chat and accept chat requests from customers.

    Pull Policy Click to select a pull policy that determines the queues that chat requests are retrieved from and their order.

    Strict priority—Uses the priority ranking of the available queues to determine which queue to pull chats from, starting with the highest ranking queue. Chats are pulled from this queue until the staff member’s active session limit is met or the queue is empty. If the queue is empty before the staff member’s limit is met, then chats are pulled from the queue with the next highest priority ranking.

    First due—Uses the order that chats were requested to determine which chats are sent to staff members. The first chat requested is the first chat pulled from a queue. Chats are pulled from all the staff member’s available queues in the order the chats were requested until the staff member’s maximum session limit is met or all queues are empty. Queue ranking will not affect the pull order.

    Advanced Routing - Chat Queues Click to select the advanced routing chat queue you want to be available for this profile, and click +. After selecting a queue, click the drop-down menu to designate it as Primary or Overflow and its order of priority. The queue can be moved up or down in the queue list. If needed, you can then select additional advanced routing chat queues to associate with this profile.
    Chat Agent Statuses This section contains panels for moving chat agent statuses between the Available and Assigned lists. Chat agent statuses are added through the Chat Agent Statuses editor.
    Available The Available list displays chat agent statuses that are not available to agents on the Agent Status drop-down menu located on the Live Media bar. Select a status and click Add to move the status to the Assigned list.
    Assigned The Assigned list displays chat agent statuses that are available to agents on the Agent Status drop-down menu located on the Live Media bar. Select a status and click Remove to move the status to the Available list.

    By default, Logged Out–Unspecified is selected so agents are not automatically logged in to Chat when they log in to B2C Service. Select Available–Unrestricted to automatically log agents in to Chat (and make them available) when they log in to B2C Service.

  7. Click Save.

Before agents can use Chat, you must assign a profile containing chat permissions to their staff accounts. See Add or Edit a Staff Account.

Standard Chat Workspace

Chat contains a standard chat session workspace that is used by supervisors and agents. The workspace determines what staff members see when they chat with customers or among themselves.

You can use the standard workspace or create custom workspaces by copying one to use as a starting point. You assign a workspace in the profile used by agents. If you do not assign a workspace, the system uses the default. The workspace used for chatting on the Agent Browser UI uses a different default standard workspace, the interaction workspace, that may also be customized.

Chat sessions—The chat sessions workspace displays when an agent accepts a chat from a customer or when a supervisor monitors a chat. It consists of information about the customer plus Engagement, Incidents, Page Peek, and View Browser History tabs.

  • The Engagement tab consists of a Transcript section (where the chat session is recorded to) and a Compose section (where you enter your responses to customers).

  • The Incidents tab contains a list of incidents previously submitted by customers, so you can review any correspondence that customers had with other agents prior to the chat session.

  • The Page Peek tab is where you view a snapshot of the web page that the customer was viewing when the chat was initiated.

  • The Visitor Browser History tab is where you view a list of up to fifteen URLs tracking the pages of your organization’s website that the customer was viewing prior to initiating the chat. The amount of time browser history is retained is configured using the VS_PURGE_NON_PAGELOAD_EVENT_DAYS configuration setting (Agedatabase/Batch Processing/Visitor Service).

Note: Engagement Engine must be enabled in order to configure and use page peek and visitor browser history. To enable page peek and visitor browser history, contact your Oracle account manager. We recommend creating a custom chat workspace and removing these tabs if you are not using page peek or visitor browser history.

This figure shows the standard chat session workspace with the Engagement tab selected. Other areas of the workspace are described in the surrounding text.

Additional Chat Configuration Options

Powerful configuration options are available for Chat.

You can set service level requirements to ensure agents respond to customers in a timely manner, for example, or set up standard text to increase agent efficiency when responding to contacts. Chat can be integrated with guided assistance so agents can present guides to contacts when they are chatting with them. Chat can also be integrated with Feedback so that contacts are presented with a survey at the conclusion of a chat session.

Service Level Requirements for Chat

Chat has configurable service level requirements that let you set realistic service goals for your agents and reasonable expectations for your customers.

You can define the amount of time that elapses before a customer tab changes from green to yellow, indicating to the agent that the customer is waiting for a response. The Chat service level configuration settings are located in Chat/General/Service Level. See How You Customize Configuration Settings and Chat with a Customer.

Agent and System Service Level Statistics

From the Chat Agent Home dashboard, agents can view chat statistics, such as the available chat queues, the number of current chat sessions, active chats, waiting customers, average wait time, and average chat duration.

By default, all cumulative statistics are a representation of system activity for the last thirty minutes and are updated each minute. By configuring agent service level statistics, you can configure both the reporting, or “lookback” period, and the frequency of updates to meet your requirements. The agent service level statistics configuration settings are located in Chat/General/Service Level.

See How You Customize Configuration Settings and Chat with a Customer.

Standard Responses and URLs for Chat Sessions

By creating standard responses and URLs for agents to use during chat sessions, your agents can save valuable time by not having to type answers for commonly asked questions or URLs.

A Shortcut field lets agents quickly insert standard text responses and URLs during a chat session. To view the shortcut ID code, agents can hover over the response or URL entry to see the shortcut ID. Entering the shortcut ID in the Shortcut field and pressing Enter automatically sends the response or URL to the customer. For additional information about configuring standard text and URLs, see Add or Edit Standard Text.

Tip: If your organization uses variables in standard text, such as contacts.first_name, agents can enter (or copy and paste) the variable inline when responding to a customer. The variable is then replaced with the appropriate data before the response is sent to the customer. For additional information about configuring variables, see Add or Edit a Variable.

How You Configure Pulling Chats from the Wait Queue

By default, chats are automatically pushed to agents, but this functionality is configurable.

If you select the Pull Chat check box in an agent profile, agents can manually pull chat requests from the wait queue. If the Pull Chat check box is not selected, the Request Chat and Cancel Request buttons are disabled on the Live Media bar and chats are pushed to agents by the system.

Note: If the Pull Chat check box is selected, you must also select a pull policy. See Add Chat Permissions to a Profile.

By clicking the Request Chat button, the agent is requesting to pull a chat from the wait queue. If there is a chat in the wait queue, the agent will receive a toast notification that the agent can either accept or decline. If the wait queue is empty, the Request Chat button remains active, letting the chat server know that the agent is attempting to request the next chat that enters the wait queue.

How You Create Incidents from Chat Sessions

Chat sessions can be captured as incidents, letting you track all chat correspondence.

By default, an incident is created when a chat sessions begins. However, this functionality is configurable so that an incident can be created when a chat session ends or when prompted. In addition, incident fields can be added to the chat session workspace for viewing and editing purposes. By configuring the chat sessions workspace, you can customize this functionality to meet your organization’s needs.

Note: To create an incident when a chat session ends or with a prompt, you must copy the standard chat sessions workspace. The copied workspace will contain an Options button on the ribbon, which you can use to customize incident creation and editing. If you do not copy the chat sessions workspace, incident creation is dictated by the default behavior. Contact your Oracle account manager for more information.

The following default actions are performed at the conclusion of the chat session.

  • The agent is prompted to enter wrap-up mode or to terminate the session. Wrap-up mode lets agents complete any post-chat tasks before automatically receiving the next chat request.

  • If a customer account does not exist for the customer, a new customer account is created and a contact record is added to the knowledge base. If the email address field is not enabled on the Live Help page, the field is set to a generic email address (chat@nodomain.com).

  • The Assigned field is set to the agent who participated in the chat session.

  • The incident custom fields you have made visible on the Live Help page are updated.

  • The chat conversation appears as a chat transcript on the Messages tab of the incident.

  • The Subject field is populated with Chat Session.

  • The status of the incident is set to Solved.

Configure Incident Creation and Editing for Chat

By default, an incident is created when a chat session begins. However, you can customize the chat workspace so that an incident is created when a chat session ends or when prompted.

  1. Click Configuration on the navigation pane.

  2. Expand Application Appearance, and then double-click Workspaces.

    The Workspaces explorer opens on the content pane.
  3. Click the Standard folder in the Workspaces tree.

  4. Right-click the Chat Sessions workspace and select Copy.

  5. Select the folder you want to add the copied workspace to.

  6. Enter a name for the copied workspace in the Name field.

  7. Click OK.

    The workspace displays on the explorer in the folder that you selected.
  8. Double-click the new workspace.

    The workspace opens on the content pane.
  9. Click Options.

    The Chat Options window opens and the Related Incident Options tab displays by default.
  10. Select related incident options.

    Table Related Incident Options Tab

    Option Description

    Create/associate related incident at the beginning of a chat (if one does not exist)?

    Select from the following options.

    • Yes
    • No
    • Prompt agent

    This option is set to Yes by default.

    Open related incident for editing at the beginning of a chat (if one exists)?

    Select from the following options.

    • Yes
    • No
    • Prompt agent

    This option is set to No by default. This feature is not available for the enhanced Service Console.

    Create/associate related incident at the end of a chat (if one does not exist)?

    Select from the following options.

    • Yes
    • No
    • Prompt agent

    This option is set to No by default.

    Open related incident for editing at the end of a chat (if one exists)?

    Select from the following options.

    • Yes
    • No
    • Prompt agent

    This option is set to No by default. The incident opens only when Wrap-up is selected to end a chat.

    Discard previous related incident if it is uncommitted when another incident is associated to chat?

    Select from the following options.

    • Yes
    • No
    • Prompt agent

    This option is set to No by default.

    Set status to solved for incidents created automatically.

    Select this check box to set the incident’s status to Solved if it is not automatically opened.

    This check box is selected by default.

  11. Click the Other Options tab.

  12. Select other options.

    Table Other Options Tab

    Option Description

    Data Synchronization

    This section contains an option to synchronize common fields across related records. For example, both the chat sessions and contact workspaces include an Email field that is synchronized for data consistency purposes.

    Synchronize common fields across related records automatically

    Select this check box to enable data synchronization between the following fields.

    chats.email and contacts.email

    chats.first_name and contacts.first_name

    chats.last_name and contacts.last_name

    chats.c_id and incidents.c_id

    This feature is disabled by default.

    Wrap-up Behavior

    This section contains options for configuring wrap-up mode, which lets agents complete any post-chat tasks before automatically receiving the next chat request.

    Automatically release chat after wrap-up

    Select this check box to automatically release a chat after wrap-up mode has ended.

    This feature is enabled by default. This feature is not available for the enhanced Service Console.

    Automatically close editor after chat is terminated

    Select this check box to close the incident workspace after the chat has ended.

    This feature is enabled by default. This feature is not available for the enhanced Service Console.

    Prompt the agent to enter wrap-up mode

    Select this check box to prompt agents to enter wrap-up mode.

    This feature is enabled by default.

    Wrap-up time (seconds)

    Enter the number of seconds to specify the maximum time allowed for chat sessions to wrap up.

    This option is set to 45 seconds by default. If it is set to zero, agents will be prompted when the chat disconnects to terminate or enter wrap-up mode if the Prompt the agent to enter wrap-up mode option is selected.

  13. Click Save.

After configuring the custom workspace, it must be assigned to one or more profiles. See Profiles.

How You Configure the Preliminary Screen Pop

Preliminary screen pop functionality enhances toast notifications that agents view before accepting chats.

The preliminary screen pop displays as a two-column table that lets agents view additional information about chat requests.


This figure shows preliminary screen pop that appears as an Incoming Chat window. It is described in the surrounding text.

The information that displays on the preliminary screen pop table can be specified for the Service Console using the CHAT_ALERTFORM_DISPLAY configuration setting. Note that any changes made will not affect the display on the Agent Browser UI. You can also disable the preliminary screen pop using the CHAT_ALERTFORM_ENABLED configuration setting. Both settings are located in Chat/General/Agent. See How You Customize Configuration Settings.

Enable Sneak Preview

Sneak Preview lets agents view chat dialog as it is being entered by the customer before the customer sends the message.

Sneak Preview is not enabled by default. Through configuration settings for individual interfaces, you can enable Sneak Preview and specify the time interval sneak preview data is sent to the agent. See How You Customize Configuration Settings. You must be using CP framework version CPv3.5 or later for Sneak Preview.
Note: Sneak Preview should only be enabled in accordance with your company’s privacy and security requirements.
  1. To enable Sneak Preview, set the SNEAK_PREVIEW_ENABLED configuration setting to Yes.

  2. Set the SNEAK_PREVIEW_INTERVAL_MS configuration setting to specify the interval in milliseconds that the chat session sends sneak preview data to the agent.

    The default value is 3000 milliseconds (3 seconds).

Feedback for Chat

You can gather feedback during or after a chat session.

You have the ability to either send an invitation message to the customer containing a link to the survey during the chat session (website link survey), or have a browser window containing a survey open at the end of the chat session (transactional survey). Customer responses to the surveys are linked back to the chat session to facilitate reporting. See Overview of Surveys.

If you are creating a transactional survey, you must also create a business rule to trigger the survey upon completion of the chat session. See Overview of Business Rules.

Guided Assistance for Chat

Guided assistance guides can be added to custom chat sessions workspaces to assist agents as they chat with customers.

For information about adding the Guided Assistance control to a custom chat sessions workspace, see How Fields Are Added to Workspaces and Scripts. For information about how agents use guides while chatting with customers, see Access Guided Assistance During a Chat Session.

Chat Presence Management

Presence management ensures that chat participants are notified when either the agent or the customer experiences communication difficulties with the chat service.

By default, if the chat service does not receive signals from an agent or customer within two minutes, the chat service begins the process of disconnecting the agent or customer and handling any active chats in which either party is a participant. Presence management is available on a per-site basis. Because agents and customers are recognized by the chat service as existing in an active, absent, or disconnected state, three configuration settings are available for modifying the intervals in which agents and customers are recognized by the chat service. The chat presence management configuration settings are located in Chat/General/Chat Session.

Proactive Chat

With the proactive chat widget, you can offer a chat invitation to customers while they are using your website.

The proactive chat widget is accessed from the customer portal. You can configure the chat widget to select when the chat invitation is displayed to the customer based on the time the customer has spent on the page and the number of searches conducted as well as chat agent availability and estimated wait time. See Overview of Chat on the Customer Portal.

Chat Data Purging

Because chat data can potentially build up quickly, it can be purged according to configuration settings.

Configuration settings for purging chat data are located in Agedatabase Utility/Chat Purging.
Caution: When chat data is purged, it is permanently deleted from the database. If you need assistance with chat data purging, submit a service request on our support site.

How You Configure Advanced Routing for Chat

You can route incoming chats to agents with specific language or product skills. Routing chats to agents with a specific skill set ensures that customers’ questions are answered accurately and efficiently.

Products and categories selected by the customer and the language of the customer portal page from which the chat was initiated determine which agent skills are required. If your customer is viewing the English version of the customer portal when they initiate the chat, connecting them to a chat agent fluent in English is going to provide the best experience. If your customer is looking for information about your newest product, connecting them to a chat agent who is an expert with that product is going to provide the quickest resolution. When a chat is initiated, if there is no agent logged in with the specific skill required by your customer, advanced routing relaxes the skill requirement immediately to prevent the chat from becoming stuck in the queue.

You can also use advanced routing primarily for the queue overflow capabilities without defining skills.

You can track the performance of advanced routing of chat sessions using standard reports available in Public Reports/Service/Advanced Routing.

Note: Advanced routing reports and configuration options will not be visible until Chat and Smart Interaction Hub are enabled. To enable, contact your Oracle account manager.

You must complete the following tasks before you can configure and use advanced routing for incoming chats.

  1. Define products and categories. See Search Optimization Using Products, Categories, and Dispositions.

  2. Add product and category fields to the Live Help page of the customer portal.

  3. Create an advanced routing chat queue. See Add or Edit a Chat Session Queue.

  4. Create and activate a rule to route chats to the advanced routing chat queue. See Overview of Business Rules.

  5. Assign advanced routing permissions to a profile. See Add Chat Permissions to a Profile.

Additionally, if you are using advanced routing with products or categories, you must configure skills and staff account skill scores to finish the configuration and begin using advanced routing for incoming chats. See Assign the Skill Edit Permission in Profiles, Add Skills, and Assign Skill Scores to a Staff Account.

Assign the Skill Edit Permission in Profiles

Assign the Skill Edit permission in profiles for advanced routing.

  1. Click Configuration on the navigation pane.

  2. Expand Staff Management, and then double-click Profiles.

    The report opens on the content pane.
  3. Double-click the profile you want to edit.

    The Profiles editor opens.
  4. Click Permissions.

    The Permissions page opens.
  5. Select the Skill Edit check box in the Administration section on the Administration tab.

  6. Click Save.

You must add Product Skills and Language Skills to the navigation set. See Edit a Navigation Set.
Add Skills

Add skills for advanced routing.

  1. Click Configuration on the navigation pane.

  2. Expand Service, and then double-click Language Skills or Product Skills.

    The Skills editor displays on the content pane.
  3. Do one of the following:

    • To add a skill, click New to display the editor.

    • To edit a skill, click it in the list.

    You can delete a skill at any time by selecting the skill entry in the tree and clicking Delete. However, when you delete a skill, all instances of the skill will also be deleted.
  4. Enter field information.

    Table Skills Editor

    Field Description
    Skill Information This section defines the name and type of the skill.
    *Skill Name Enter the name of the skill.
    Template ID This read-only field identifies the type of skill.
    Label Select the interface.
    Characteristics This section specifies the language, product, or category for the skill.
    Language Select a language from the drop-down menu.

    This field is available only on the Language Skills editor.

    Product Select a product from the drop-down menu.

    This field is available only on the Product Skills editor.

    Category Select a category from the drop-down menu.

    This field is available only on the Product Skills editor.

  5. Click Save.

Assign Skill Scores to a Staff Account

Assign skill scores to a staff account for advanced routing.

You can assign skills to a staff account at the profile level or at the individual staff account level. Skills assigned at the profile level are inherited by staff accounts assigned to that profile, but skills can be modified and added to individual staff accounts.
  1. Click Configuration on the navigation pane.

  2. Do one of the following:

    • To assign skills to a profile, expand Staff Management, double-click Profiles, and then double-click the profile you want to edit. The Profiles editor opens.

    • To assign skills to a staff account, expand Staff Management, double-click one of the staff account reports, and then double-click the individual account you want to edit. The Account Details editor opens.

  3. Click Skills.

    The Account Skill Scores window opens.
  4. Select the Product or Language tab.

  5. To add a product or language:

    1. Select the product or language from the drop-down menu.

    2. Click the green + (plus) sign.

    3. Assign the skill an account score from the drop-down menu.

  6. To modify a skill at the account level that was inherited by a profile, click the blue arrow next to the skill score.

    Note: Changing an agent’s inherited skill score to 0 is not the same as assigning an agent to a profile without that skill. After the advanced routing queue has relaxed to a score of 0, the chat will be routed to an agent with a skill score of 0. The chat will only be routed to an agent assigned a profile without the skill if no other agents with that skill are logged in.
  7. To delete a skill, click the red X next to the skill score.

    Skills assigned at the profile level can only be deleted at the profile level.
  8. Click Save.

Assign Engagement Engine Rules Permissions in Profiles

Engagement engine rules give you greater control over when, where, and how proactive and reactive chats are provided to your customers.

Engagement engine rules must be enabled. Contact your Oracle account manager.
  1. Click Configuration on the navigation pane.

  2. Expand Staff Management, and then double-click Profiles.

    The report opens on the content pane.
  3. Double-click the profile you want to edit.

    The Profile editor opens.
  4. Click Permissions.

    The Permissions page opens.
  5. Select Engagement Engine Rules on the Administration tab.

  6. Click Save.

  7. Add the Engagement Engine Rules item to your configuration list for the Configuration button.

Access the Engagement Engine Rules Editor

Engagement engine rules give you greater control over when, where, and how proactive and reactive chats are provided to your customers. A robust set of built-in rule conditions regarding customer behavior and page data determine the initiation of a chat offer.

Engagement engine rules must be enabled. Contact your Oracle account manager.
  1. Double-click Engagement Engine Rules in the configuration list.

    The Engagement Engine Rules editor login screen opens on the content pane.
  2. Enter your user ID, password, and account ID, provided by your Oracle account manager.

  3. Click Log In.

    The Engagement Engine Rules editor opens on the content pane.
  4. For detailed procedures about creating and editing engagement engine rules, click Help.

For more information about Engagement Engine, see Using Oracle Engagement Engine.

Visitor Browser History

Visitor browser history gives you more information about what your customers were viewing prior to initiating a chat.

A list of up to fifteen URLs tracking the pages of your organization’s website displays on the visitor browser history tab of the chat workspace. Visitor browser history provides agents with valuable information about what customers were viewing before requesting a chat. An agent’s profile must include access to the primary interface for visitor browser history to display.

Note: Engagement Engine must be enabled and all pages of your organization’s website that you want to track must contain the engagement engine tag. Contact your Oracle account manager. See Oracle Engagement Engine Cloud Service for more information.

How You Configure Chat for Customers

Many options are available for customizing Chat to match your business requirements.

Because the chat pages are integrated with the customer portal, they are highly configurable.

Note: Chat must be enabled in order for your customers to chat with agents. Contact your Oracle account manager.

The Live Help Page

The Live Help page on the customer portal is your customers’ entry point for submitting chat requests.

Within each section you can place incident custom fields to gather additional information before customers can engage in chat. See Overview of Chat on the Customer Portal.

See Set Chat Hours to control when customers can submit chat requests.

Set Chat Hours

You can set chat hours for Chat availability to control when customers can submit chat requests.

The available chat hours you set are displayed on the Live Help page. Outside of those chat hours, customers cannot request assistance. You can also specify more than one set of chat hours per day to allow for multiple time periods in a single day (for example, if you wanted to offer chat during peak traffic times only, such as 8:00 A.M. to 12:00 P.M. and 1:00 P.M. to 5:00 P.M.).

  1. Click Configuration on the navigation pane.

  2. Expand Site Configuration, and then double-click Interfaces.

    The Interfaces tree displays on the content pane.
  3. Click the interface for which you want to add chat hours.

    The Interfaces editor displays on the content pane.
  4. Click Chat Hours.

    The Chat Hours page opens.

    Chat hour intervals will always be entered at the bottom of the list, but when you save your changes, the intervals are arranged in chronological order.

  5. Enter field information.

    Table Chat Hours Editor

    Field Description
    Chat Intervals Edit the following fields to set chat hour intervals.
    Day Click in this field and select the day of the week from the drop-down menu.

    Use this functionality to specify more than one set of chat hours per day to allow for multiple time periods in a single day.

    *Start Hour Enter the hour of the day that you want the service interval to begin. This field uses the 24-hour clock. For example, enter 8 for 8:00 A.M and enter 17 for 5:00 P.M.
    *Minute Enter the minute of the hour that you want the service interval to begin.
    *End Hour Enter the hour of the day that you want the service interval to end. This field uses the 24-hour clock. For example, enter 8 for 8:00 A.M and enter 17 for 5:00 P.M.
    *Minute Enter the minute of the hour that you want the service interval to end.
    Holidays Select the holidays that will affect your chat hours. Chat hours will not be available during selected holidays.

    If you have not defined any holidays, this field is blank.

  6. Click Save.

    The chat hours will now appear on the Live Help page of the customer portal.

Chat Page Configuration

Because your organization has its own image and web presence, you may want to customize the Chat page to match the look and feel your customers have come to expect.

The Chat page opens after customers submit chat requests from the Live Help page. From this page, customers can chat with agents, send file attachments, and print chat correspondence. You can customize the look and feel of the Chat page.


This figure shows the Chat page that opens after a customer submits a chat request, and is described in the preceding text.

To learn more about Chat and how agents interact with customers while chatting, see Chat for Agents.

How You Configure Virtual Assistant

If your site is integrated with Oracle Virtual Assistant (Virtual Assistant), you can route incoming chats to a virtual assistant.

For complete information about Virtual Assistant, see Using Virtual Assistant.

Using virtual assistant chats, you can ease the volume of chats requiring an agent. Many customer questions can quickly be answered with existing information in the knowledge base. Agent chats and virtual assistant chats can be initiated, routed, and tracked through the Service Console.

Note: The Virtual Assistant component must be enabled in both B2C Service and Virtual Assistant. Contact your Oracle account manager.

After Virtual Assistant is enabled, you need to perform the following steps so incoming chats can be routed to the virtual assistant.

  1. Assign the Virtual Assistant Edit permission to your profile—You will need this permission in order to configure the virtual assistant for your application. See Add Virtual Assistant Edit Permissions to a Profile.

  2. Add the Virtual Assistant editor to a navigation set—All configuration takes place on this editor. See Add the Virtual Assistant Editor to a Navigation Set.

  3. Create the virtual assistant profile, account, and chat queue—In this step, you will define the virtual assistant name that will display to customers during a chat and the chat queue that will handle incoming chats and escalation. After you fill in this information and save it to the database, the virtual assistant profile is created automatically. See Create a Virtual Assistant Profile, Account, and Queue and Add or Edit a Chat Session Queue.

  4. Create chat rules to route virtual assistant chats and escalate virtual assistant chats to agents when necessary. Upon escalation, you can view a complete transcript of the virtual assistant chat leading to a smooth transition from virtual assistant to agent. See Route Chats to Virtual Assistant for steps to create rules.

Add Virtual Assistant Edit Permissions to a Profile

Add Virtual Assistant edit permissions to a profile to configure the Virtual Assistant.

  1. Click Configuration on the navigation pane.

  2. Expand Staff Management, and then double-click Profiles.

    The report opens on the content pane.
  3. Double-click the profile you want to edit.

    The Profiles editor opens.
  4. Click Permissions.

  5. Select the Virtual Assistant Edit check box in the Administration section on the Administration tab.

  6. Click Save.

Add the Virtual Assistant Editor to a Navigation Set

Add the Virtual Assistant editor to a navigation set for Virtual Assistant configuration.

  1. Click Configuration on the navigation pane.

  2. Expand Application Appearance, and then double-click Navigation Sets.

    The Navigation Sets explorer opens.
  3. Right-click the navigation set you want to edit and select Open.

    The navigation set opens on the content pane.
  4. Click Configuration on the right side of the content pane.

    The folders and configuration items associated with this button display in the lower portion of the right column.
  5. Expand the Components list and Common folder in the left column.

  6. Click the Virtual Assistant Editor item and then click Add.

  7. Click Save.

Create a Virtual Assistant Profile, Account, and Queue

Define the virtual assistant name that will display to customers during a chat and the chat queue that will handle incoming chats and escalation. After you fill in this information and save it to the database, the virtual assistant profile is created automatically.

You can have only one virtual assistant account and one virtual assistant queue. After they are created, the virtual assistant profile, account, and queue cannot be deleted. However, you can change the names of the virtual assistant account and queue using the Virtual Assistant editor.
  1. Click Configuration on the navigation pane.

  2. Double click Virtual Assistant Editor in the list.

  3. Enter the name for the virtual assistant in the Display Name field.

    This is the account name that will be displayed to customers during a chat.
  4. Enter the name for the virtual assistant chat queue in the Virtual Assistant Queue field.

    This is the name of the chat queue that you will use to configure rules to handle incoming chats and escalation.
  5. Click Save.

    The virtual assistant profile (automatically labeled VA_Accounts_Profile), virtual assistant account, and virtual assistant queue are created.
In order to complete the configuration and begin routing incoming chats to the virtual assistant, you must create chat rules. See Route Chats to Virtual Assistant.

Route Chats to Virtual Assistant

Create business rules to route chats to the virtual assistant queue and to escalate chats to an agent when certain conditions are met.

You must configure a Virtual Assistant account, profile, and queue before routing chats to Virtual Assistant. See Create a Virtual Assistant Profile, Account, and Queue.
  1. Click Configuration on the navigation pane.

  2. Expand Site Configuration, then double-click Rules.

  3. Click Chat.

  4. Click Edit to enter the edit mode.

  5. Create an Initial State, if one doesn’t exist, and a state named VA_State.

    1. Right-click States.

    2. Select New State.

    3. Enter the name of the state (either Initial State or VA_State)in the State Name field.

    4. Select the Initial State check box if this is the Initial State.

    5. Click Save.

    The state appears in the Rules tree.
  6. Right-click Initial State, then select New Rule.

    The Edit Chat Rule window opens.
  7. Enter the name of the rule in the Rule Name field.

    For example, name the rule VA_Rule.
  8. Click Add IF Condition Based On, then select the field, operator and value for the condition.

    For example, you may want to route all incidents of a specific type to the virtual assistant queue.
  9. Click Add Action–Then to choose the action that will be executed if the conditions are met.

    For example, create an Assign Chat Queue action to assign chats to the Virtual Assistant chat queue, and a Transition State and Stop with VA_State selected.
  10. Click Save.

    The rule to route chats to the Virtual Assistant chat queue is saved.
  11. Right-click VA_State, then select New Rule.

    The Edit Chat Rule window opens.
  12. Enter the name of the rule in the Rule Name field.

    For example, name the rule Escalation.
  13. Click Add IF Condition Based On, then select the same condition values you specified for the VA_Rule.

  14. Click Add Action–Then to choose the action that will be executed if the conditions are met.

    For example, create an Assign Chat Queue action to assign chats to the chat queue used to escalate to a live agent, and a Stop Processing Rules action.
  15. Click Save.

    The rule to escalate chats to a chat queue used by a live agent is saved.