Maintain agent presence when they navigate between the Redwood and Classic user experiences

This feature is available only with the Redwood user experience and needs an opt-in to enable it.

Your administrator can configure the application so that service agents can make themselves available for phone calls, chats, and service request assignments by using the availability toolbar in the global header in the Redwood user experience.

This improves the agent's experience by ensuring that the agent’s availability for any of the real-time communication channels (phone calls and chats) as well as the ability for automatic work assignments (service requests) is maintained as the user navigates between the Redwood and Classic UI pages.

If you have enabled the global header mode for the availability toolbar, the Omnichannel Work Availability toolbar is no longer displayed on pages in the Classic user experience. Instead, the agents can set themselves available to receive the service request assignments from the global header.

Agents can make themselves available in the Redwood user experience as shown below:

Presence in the Global header in the Redwood User Experience

Presence in the Global header in the Redwood user experience

Agent’s presence is now maintained as they navigate between the Redwood and Classic user experiences as shown below:

Presence is maintained as the user navigates to a page in the Classic user experience

Presence is maintained as the user navigates to a page in the Classic user experience

Providing the ability for service agents to make themselves available for phone calls and chats from the global header ensures that the agent’s connectivity to any of the channels (phone calls, chats) as well the ability for automatic work assignments (service request assignment) are maintained as the agent navigates between the Redwood and the Classic user experiences.

Once enabled, this feature is available for Service Center, Sales, Help Desk and CX for Utilities applications.

Steps to Enable

Configure Profile Option to Enable Presence in the Global header

The profile option "ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED" determines whether you have opted in for global presence across the application. You can set this profile option either at a site level or at a user level.

Note: Enable this profile option only if you are using Service Center with the Redwood user experience

To configure the profile options for enabling presence in the global header:

  1. Navigate to the Setup and Maintenance work area and open the Tasks panel tab.
  2. Click Search from the list of displayed tasks.
  3. In the Search field, type Manage Admin.
  4. From the displayed list of tasks, click Manage Administrator Profile Values.
  5. Search for the profile option code “ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED"
  6. In the Profile Values region, specify the values in the Profile Value column for the Site Profile Level to 'Yes' if you want all users to set their presence from the global header.
  7. Alternatively, set the Site level value to 'No' and add a new row for every user who would set their presence from the global header.
  8. Click Save and Close.

Tips And Considerations

  1. For agents performing their day-to-day business tasks using Service Center in the Redwood User Experience, it is recommended that you assign them to use the “Redwood” media toolbar for phone calls and set them up to receive chats in the Redwood user interface.
  2. Similarly, for agents performing their day-to-day business tasks using Service Center in the Classic User Experience, it is recommended that you assign them to use the “Live Window” media toolbar for phone calls and set them up to receive chats in the Classic user interface.
  3. If the Redwood and Classic user interfaces are being used simultaneously, it is highly recommended that agents are setup such that the availability for all real time communications (phone calls and chat) are either in the Redwood user interface or the Classic user interface. They should not be assigned to use the “Redwood” media toolbar for phone calls and then set up to receive chats in the Classic user interface or they should not be assigned to use the “Live Window” media toolbar for phone calls and then set up to receive chats in the Redwood user interface.
  4. Since this feature is available only with the Redwood user experience, all screen pops adhere to the Redwood Screen Pop Rules.

Key Resources

See Implementing Service Center with the Redwood User Experience guide

Access Requirements

This feature is available by default to users who are enabled for Phone Calls or Chat. See the "Real-Time Channels" chapter in the Implementing Service Center with the Redwood User Experience guide for details on enabling users for Phone Calls or Chat.