1. How do I set up Oracle Fusion Omnichannel Chat Service?
  2. Tips and Troubleshooting

Tips and Troubleshooting

The chat icon isn't displayed in my toolbar

  1. Confirm that the Chat Agent role has been provisioned to your user via the Security Console.
  2. Confirm the ORA_SVC_ENABLE_DEC_WITH_LIVEWINDOW for your site or user (if you have a blend of service users in the classic UI and the Redwood User Experience) is set to No.

Service Center isn't enabled

Search and enable the ORA_SVC_ENABLE_MSI_WORKSPACE profile option in Setup and Maintenance. Use the Manage Global Search Profile Options tasks and enter the enter the profile option code.

Chat Smart Text messages aren't displayed

  • Make sure your smart text messages have been created within the Chat domain.
  • Make sure no value is included in the ORA_SVC_MCA_SMART_TEXT_URL profile option. In Setup and Maintenance, use the Manage Global Search Profile Options task and enter profile option code.

Chat users are timing out due to inactivity

You specify the time a chat session is terminated due to inactivity using the SVC_CHAT_IDLE_TIMEOUT profile option. In Setup and Maintenance, use the Manage Chat Profile Options task and enter the profile option code. If this value is set to 0, the setting is disabled. To enable it, add a value of 300 or more seconds. The default setting is 600 seconds.

Chat users are being marked absent.

The Absent Interval and Retry Count parameters are used together. These settings allow the chat service to wait for the polling requests from the desktop (agent) or chat widget (customer-facing) to respond after a temporary disconnect (network outage, accidentally closing a browser tab or window, navigating away from Fusion Service, and so on).

When the long polling call, getMessages operation stops for a defined amount of time (ABSENT_INTERVAL), the chat service waits to allow the agent or consumer to reconnect for X duration of time (identified by the ABSENT_INTERVAL * RETRY_COUNT). On the first timeout, the agent is put in an ABSENT state. This is a suspended state where any ongoing chat is still remain with that agent, and new chats aren't routed. This allows your agents to resume the chats once they return from HCM (for example) instead of getting logged out and rerouting the customers.

Recommendations:
  • Retry count should not be less than 2
  • You can adjust the Absent Interval values, but keep in mind the trade off between the agent’s ability to reconnect to ongoing chats versus chats getting rerouted (back of the queue) to seek another available agent. Also, agents must make themselves available for chat whenever the system marks them as offline.