1. Using B2C Service
  2. How You Configure Chat for Supervisors and Agents

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.