1. Help Desk: Questions and Answers
  2. How do I configure live chat for Help Desk?

How do I configure live chat for Help Desk?

For immediate help, employees can use the chat widget from the My Help page to request a live chat with an agent. In the chat window, agents confirm the employee's identity and can view their request history. When done chatting, the chat transcript is captured and shown on the employee interactions page. Here's how to set up live chat for Help Desk:

An employee starts the chat, by clicking the chat icon and filling in the relevant information.

For an agent to have a chat routed to them, they must set themselves as available to accept a chat. When the dialog box appears, the agent must accept the chat.
Note:

This feature includes a component that's only available through controlled availability. Please open an SR with Technical Support to enable this feature.

Access Requirements

For Employees to have ability to chat with an agent, they should have the Help Desk User role.

Chat Agents must be given the privilege Use Chat Agent Features, which is given to the duty role Chat Agent by default.

Administrators who are first configuring Chat should have the Service Request Administrator job role (at least temporarily while setting up the chat) and either the HR Service Request Administration or Internal Service Request Administration role or a similar role having the Setup Service privilege.

How to Enable Chat

Before you begin, be sure that your Chat Agents have the appropriate permissions as outlined in the Access Requirements Section below.

There are several steps to configure chat:
  1. Enable the ability to chat.
  2. Configure the queuing and routing rules.
  3. Configure chat in visual builder.
  4. Validate screen pop rules.

Enable the Ability to Chat

  1. Navigate to Setup and Maintenance.
    • Setup: Service (Not Help Desk)
  2. Click Change Feature Opt-In.
  3. Select the Communication Channels row.
  4. In the Features column, click the Edit icon.
  5. Click the check boxes to enable both Digital Engagement Channels Service and Chat.
  6. Click Done.
  7. Click Done.
  8. Now, select Help Desk from the Setup drop-down list.
  9. Click the Tasks icon.
  10. Click Search.
  11. Search for Manage Service Assignment Objects.
  12. Select the HR Help Desk Queue row with the code: ORA_HRHD_Queue_Candidate_Object
  13. In the Manage Service Assignment Objects region, click the Attributes tab.
  14. Look for Stripe Code (StripeCd). If it doesn't exist, create it.
  15. Click Save and Close. If you've created the Stripe Code, click Save and Publish.
  16. On the task Search page, enter Manage Administrator Profile Values in the search field and click Search.
  17. Click the link to open the Manage Administrator Profile Values task.
  18. Search for each profile code in the table below and set the value for each (if not already done).

    Relevant Administrator Profile Values

    Profile Code Value
    ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED Yes
    SVC_HD_SHOW_AVAILABILITY N
    SVC_ENABLE_OMNI Yes
    SVC_ENABLE_CHAT Yes
    SVC_CHAT_INLAYS_ACCESS_ENABLED Yes
    ORA_SVC_ENABLE_DEC_WITH_LIVEWINDOW No
    SVC_CHAT_ANONYMOUS_ACCESS_ENABLED No*
    Note:

    *Set Anonymous Access to No if chat is only used for Help Desk. If it's being used for other applications, such as Service Center, then use the default for whatever value is required for the other applications.

Configure the Queuing and Routing Rules

Create a new chat queue:
  1. On the navigator, go to Home > Help Desk > HR Help Desk Queues.
  2. Click Create Queue and complete the required fields.
    1. Check the box to make Activation Enabled.
    2. Click the Automatic (Push) option for Distribution.
  3. Click Save and Continue.
  4. Click the Resources tab and add the desired agents as resources on the queue.
  5. Click Save and Close.
  6. On the HR Queues page, click the row containing the queue you just created.
  7. Click the Capacities button.
  8. Set the chat capacity for each agent resource to the desired value.
  9. Click Save and Close.
Create the assignment rules:
  1. Navigate to Setup and Maintenance.
  2. Click the Tasks icon.
  3. Click Search.
  4. Search for Manage Service Assignment Rules.
  5. Select the Rule Set Category as appropriate:
    1. For HRHD: HR Help Desk Generic Queuing Rules
    2. For ISR: Internal Generic Queuing Rules
  6. Click the Add icon to create a new rule set.
  7. In the Rules section, click the Add icon to create a new rule for the rule set.
  8. Complete the Rule Name, Description, and Effective Date.
  9. Click the Add icon to add one or more conditions for the assignment. For example:
    • Object = Any
    • Attribute = Stripe Code
    • Operator = Equals
    • Value = ORA_SVC_HRHD (for HRHD) or ORA_SVC_ISR (for ISR)
  10. In the Assign Help Desk Queue region, click the Add icon.
  11. Select and add the queues to be assigned to the rule.
  12. Click Apply.
  13. Click Done.
  14. When you've completed all rule assignments, click Save and Close.
  15. Click Save and Publish.
  16. Click Done.

Configure Chat in Visual Builder Studio (VBS)

To enable Chat and make the chat icon appear in the MyHelp page:

  1. From Navigator, go to Configuration > Visual Builder.
  2. In VBS, navigate to Extensibility > App UIs > helpdesk.
  3. Click the Variables tab.
  4. Click the chatSetup variable and replace the JSON to set the enableChat variable.

    Here's an example that you can use. (Substitute TBD for the queue values in your environment):

    { "enableChat": true, "position": { "bottom": "10px", "right": "10px" }, "launchForm": [ { "name": "serviceRequestNumber", "required": false, "relaunchValue": "keep"} , { "name": "subject", "required": false, "relaunchValue": "clear" } , { "name": "stripeCode", "required": true, "relaunchValue": "default", "options": [ { "value": "ORA_SVC_HRHD", "text": "Personnel/Personal Issue (HRHD)" }, { "value": "ORA_SVC_ISR", "text": "Business Issue (ISR)"} ] }, {"name": "queueId", "required": true, "relaunchValue": "clear", "options": [ { "value": "TBD", "text": "Benefits" }, { "value": "TBD", "text": "Complaint/Grievance" }, { "value": "TBD", "text": "Payroll" } ] } ], "wcfsCdnPath": "https://ee.channels.ocs.oraclecloud.com/wcfs/23.10.0/wcfs-sdk.js"}

    When calling chat, the following is set based on which type of Help Desk is enabled:

    • ORA_HRHD - App Classification
    • Stripe code: ORA_SVC_HRHD (for HR Help Desk) or ORA_SVC_ISR (for all other Help Desks)

Set Up Screen Pop Rules

Rules must be set up so that the screen pop will act appropriately based on the application and types of data known. For example, if an HR Help Desk request number is provided, you might want to be taken directly to the request, while if you know the person but not the exact help desk request, then you'll likely want to be taken to the Employee Summary page.

  1. Navigate to Setup and Maintenance.
  2. Click the Tasks icon.
  3. Click Search.
  4. Search for Manage Screen Pop Configuration.
  5. Create a Default Rule Set (if one doesn't already exist).
    1. Application Classification = Human Resources Help Desk. (This is whether you're using Internal Help Desk or HR Help Desk.)
    2. Interface Type of Redwood.
  6. For the Rules, you'll confirm that the following tokens are mapped to the Page to Pop, by default:
    • HR Help Desk Request Number > VB Edit HR Help Desk Request
    • Internal Help Desk Request Number > VB Edit Internal Help Desk Request
    • Person Id > VB Edit Employee
    • Contact Id > VB Edit Employee