Improvements to manage Agents presence in Classic and Redwood

We have made some changes to the Omnichannel Work Availability toolbar in both Classic and Redwood Service when you have some of your users set up to use Classic Service, and others set up to use Redwood. If Redwood has been enabled but some users continue to accept chats in Live Window, then those users will only be able to set their chat availability in the Classic user interface. If Redwood is enabled and Live Window is not being used, then users will be only able to set their chat availability in the Redwood Service user interface.

This change will ensure clarity on where to set chat availability when your company has blended agents, where some users are using the Classic and others are trying the Redwood Service experience.

Steps to Enable

Use the Opt In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service

Tips And Considerations

  • You will need to have Redwood User Interface for Service and Enable Redwood User Interface for Service enabled.
  • If you want your users to continue to work in the Classic Service user interface, the ORA_SVC_ENABLE_DEC_WITH_LIVEWINDOW profile option should be set to yes
    • If all of your agents will continue to work out of the Classic Service user interface, then the ORA_SVC_ENABLE_DEC_WITH_LIVEWINDOW profile option should be set to yes at the site level
    • If only some of your agents will continue to work in Classic Service, then the ORA_SVC_ENABLE_DEC_WITH_LIVEWINDOW profile option should be set to yes at the user level and the user names of the Classic Service agents added

Key Resources

See the Enable the Redwood User Interface section of the Implementing Service Center in the Redwood User Experience guide

Access Requirements

An Administrator will need the appropriate privileges to:

  • Opt-In must be enabled for the Redwood Experience
  • Update the ORA_SVC_ENABLE_DEC_WITH_LIVEWINDOW profile option