1. Implementing Service Center with the Classic User Experience
  2. Configure Chat Wrap Up

Configure Chat Wrap Up

You wrap up a chat, collecting all relevant information from an interaction, in the Chat Wrap Up window. You access past wrap up records in the Interaction History view.

If a service request, contact, or account is associated to a chat interaction, the wrap up, along with a link to the chat transcript, is written to the record. This doesn't happen unless wrap up is enabled. Chat wrap up is enabled by default.

An agent workflow for a chat interaction includes the option to display a wrap up dialog box at the close of an interaction. The workflow captures the full chat transcript between the agent and consumer and associates it with the interaction wrap-up record.

Note: The chat transcript is linked to an SR only when the contact in the chat interaction is associated with an account, and they're the primary contact on the SR. When a chat is initiated for a contact that doesn't have an account linked to it, the chat transcript is linked to the contact, but not to the SR. For more information, see Overview of Cross-Channel Interactions.

You can view details of the chat transcript at any time in the future from the Interaction History tab or within an account, contact and service request record by drilling down into the associated wrap-up record available on the chat interaction. If the chat transcript has been disabled, here's how to enable it.

  1. As an Administrator, go into Setup and Maintenance.

  2. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Communication Channels

    • Task: Configure Call Flow Parameters

  3. Click the Wrap Up drop down list and select Yes. This is the default value for this setting.

For more information on other call flow parameters, see Related Links for the Configure Call Flow Parameter topic.

After the chat exchange is finished, the agent closes the chat within Live Window and then enters the associated interaction includes wrap-up details and the transcript.

Overview of Extending the Wrap Up UI

  1. Open the Oracle Cloud Application page containing the component you want to extend.
  2. Click the Settings and Actions menu and select Edit Page in Visual Builder to open the page in the VB Studio Page Designer.
  3. Create a project or Open project with base application as: Oracle CX Service UI Extension APP.
  4. Click the Layouts sub tab, then from the Dependencies list click WrapUps.
  5. In the Dynamic Form list, select the Wrapup dynamic layout.
  6. In the Rule Set field, click the Parameters tab.
  7. The Wrapup component has the following three contexts:
    • appClassification
    • callDirection
    • channelType
  8. Mouse hover each context to highlight it, then hover of the ? symbol to view possible values for each component context:
    • appClassification: Possible Values: ORA_SALES, ORA_SERVICE, ORA_HRHD
    • callDirection: Possible Values: ORA_SVC_INBOUND, ORA_SVC_OUTBOUND
    • channelType: Possible Values: ORA_SVC_PHONE, ORA_SVC_CHAT
  9. In the Display Logic area, click the Duplicate Rule icon to clone the default rule.
  10. Enter a name for the duplicate rule then click the Duplicate button to create a copy of rule and layout.
    Note: Default layouts from dependencies are read-only, you can’t edit them.
  11. In the the newly copied layout, select Click to add condition to add conditions for when to use this rule and layout.
  12. You can add conditions based on the following:
    • Context
    • Fields
    • Responsive
    • User
  13. You can give multiple conditions, or you can add multiple rules based on your requirement.
  14. Now we’ll create rules, so go to the Layouts area, click the + Rule button. For more information on create a rule, refer to Create a Rule in a Rule Set.

Further Extending You Can Do

For further information on extending the application, refer to these topics:

Related Topics