Chat in Browser UI: Chat Header Includes the Queue Label & Automatic Color Coding

A set of enhancements related to the chat header are now available for Administrators to configure:

1. Chat panel includes the Queue Label

Within the Browser UI, agents can have the name of the chat queue shown in the chat header during live chat sessions
A new configuration is available for Administrators, that determines whether the name of the chat queue is shown within the chat header

2. Chat panel includes Automatic Color Coding

Within the Browser UI, if a queue color is configured for a chat queue, then that color appears within the chat header during live chat sessions

Chat Header shows the Queue Label & Queue Color Coding

Business Value:

Agents are more efficient when additional information is easily available

Chat panel includes the Queue Label

Engagement Panel v18+ is required for this feature. Please contact Jessica Bradley <jessica.bradley@oracle.com> to have your test site updated
This feature does not require a 25B CX update
This enhancement is available in the BUI MAY III release, available on non-production sites on May 15, 2025 and on production sites May 29, 2025
Administrators must configure this feature. More information can be found at cx.rightnow.com, please search for "Requirements to configure a Queue Label for the Chat Header in the Browser User Interface"

Chat panel includes Automatic Color Coding

Engagement Panel v18+ is required for this feature. Please contact Jessica Bradley <jessica.bradley@oracle.com> to have your test site updated
This feature does not require a 25B CX update
This enhancement is available in the BUI MAY III release, available on non-production sites on May 15, 2025 and on production sites May 29, 2025
Administrators must configure this feature, configuration steps are here: Answer ID 12959: Requirements to configure a Queue Color for the Chat Toast in the Browser User Interface

Please Note: These features are not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers
For the update "Chat panel includes Automatic Color Coding"
- Once the Administrator enables the Queue Color for the Chat Toast, then the Chat Panel will automatically take effect
- If the Queue Color for the Chat Toast is previously configured, then agents will automatically see the update to the Chat panel starting on May 15, 2025. This means that agents will see the Automatic Color Coding within the live chat sessions, and agents are not able to disable this new color coding within the chat header
Chat panel includes the Queue Label: More information can be found at cx.rightnow.com, please search for "Requirements to configure a Queue Label for the Chat Header in the Browser User Interface"
Chat panel includes Automatic Color Coding: Answer ID 12959: Requirements to configure a Queue Color for the Chat Toast in the Browser User Interface