Assistant View for the Where is My Technician Page

You can change the default Where is My Technician theme or settings and apply the modified Where is My Technician theme to the Oracle Digital Assistant chat page. See How do I configure the Where Is My Technician theme?.

Feedback Flow

The assistant opens automatically on the Where is My Technician page if the Oracle Digital Assistant and Feedback flow are enabled for a Theme and the Rating set up is configured for the Feedback page.

You can develop ODA skills to implement a custom feedback scenario on the Where is My Technician page based on the rating. You can implement the following feedback scenarios:

• Give thanks for the good feedback.

• Ask for confirmation to post their feedback on the company site.

• Define a reason for the low score for a mobile worker.

• Suggest scheduling another follow up to handle an issue.

• Connect a dispatcher to the chat to handle a situation directly.

Example of skill with positive and negative feedback

#Variable can be set as:
context:
  variables:
    rate: "string"
  setRate:
    component: "System.SetVariable"
    properties:
      variable: "rate"
      value: ${profile.rate}
 
#Example of how to switch depending on number of stars
completedActivityResponse:
 component: "System.Switch"
 properties:
 variable: "rate"
 source:
 values:
 - "1"
 - "2"
 - "3"
 - "4"
 - "5"
 transitions:
 actions:
 1: "negativefeedback"
 2: "negativefeedback"
 3: "negativefeedback"
 4: "positivefeedback"
 5: "positivefeedback"
#Positive feedback
positivefeedback:
    component: "System.CommonResponse"
    properties:
      metadata:
        responseItems:
          - type: "text"
            text: "Thank you for rating us high! Do you wish to provide additional feedback?"
            separateBubbles: true
            actions:
              - label: "Sure"
                type: "postback"
                payload:
                  action: "Agree"
              - label: "Nothing to add more"
                type: "postback"
                payload:
                  action: "SuccessBye"
#Negative feedback
 
 
  negativefeedback:
    component: "System.CommonResponse"
    properties:
      metadata:
        responseItems:
          - type: "text"
            text: "Thank you for your feedback. We are always looking to improve the way we do business with our customers. Do you willing to provide additional details?"
            separateBubbles: true
            actions:
              - label: "Problem remains unsolved"
                type: "postback"
                payload:
                  action: "unsolvedProblem"
              - label: "Service was unappropriate"
                type: "postback"
                payload:
                  action: "unappropriateService"
              - label: "Other"
                type: "postback"
                payload:
                  action: "system.textReceived"
                  variables:
                    system.text: "Other"

Migration Rules

If the Enable Oracle Digital Assistant check box is enabled and the Application ID field is set before the 20B release for the Where Is My Technician theme on the Configuration page, then these fields are available on the Theme Configuration page after you upgrade to Update 20B:

• Application ID

• Channel URI

• Channel ID

You can set the new values of configured ODA channel in the Channel URI and Channel ID fields and delete the old Application ID value to apply the support of the Oracle Web Channel to the theme.