How do I enable Chat service metrics?

To monitor Chat service metrics using the Service Health Metrics REST API, you must submit a service request with the Oracle B2C Service Technical Support team.

For a video on how to submit an SR, see Submitting a Service Request.

To submit an SR:

  1. Go to the CX Support Site: https://cx.rightnow.com/.
  2. Navigate to Service, and then Submit a Service Request.
  3. Ensure that you provide the names of your services in the SR details. Here's a sample SR:
    • Subject: Service Health Metrics: Enable Chat Service Metrics
    • Description: Our organization plans to use Service Health Metrics. Please enable Chat Service Metrics for these sites: <site name 01>, <site name 02>, <site name 03>, etc.
Here are some additional safeguards:
  • Submitting this request, changes the routing for chat traffic. There's no downtime expected with this change, however, this update should be made after hours.
  • Submitting this request, changes the routing for chat traffic from 'common domain' based routing to 'site specific custom domain' based routing. This update enables the collection of metrics for each chat site.