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 ([e-mail]).
• 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.