Transfer from My Help Oracle Digital Assistant to a Live Chat Agent

Employees can now transfer to a live chat agent at the end of an interaction with Oracle Digital Assistant that has been initiated from the My Help Employee User Interface. This can be used if ODA is unable to satisfy the request. Because of the need for routing between ODA and a live chat agent, the employee must now confirm that they want to continue so that ODA can connect to Help Desk to satisfy the employee's request.

Transferring from ODA to a live chat agent requires

  • The Engage Routing method to be used, and
  • ODA set up as an agent to which the chat can be routed. 

This allows employees to get immediate help in real time when ODA is unable to address their question or issue. In addition, this is more efficient for agent time, since they can handle multiple chats at one time rather than being on a single phone call or working on a single submitted request. 

Steps to Enable

Pre-requisites: 

  1. Enable Presence in the global shell as outlined in Oracle Help Desk Cloud 23C What's New.
  2. Set up Live Chat as outlined at Oracle Help Desk Cloud 24B What's New and demonstrated on Live Chat with Multiple Queues (WN 24B) - Oracle Video Hub.
    (Note: If Live Chat is not previously configured, we recommend you create a single Live Chat queue at this time, as a proof of concept.)

These instructions give suggested values for names, but you may use a different name if you so desire. The instructions below assume that you are or will be using the out-of-the-box Helpdesk skill with the provided FADigitalAssistant. If you have already extended your skill or assistant, you should use your extended skill and digital assistant where the standard skill is referenced below.

There are multiple steps to change the configuration such that the Oracle Digital Assistant (ODA) is the first "agent" that the employee encounters when requesting a chat. These are:

  1. Configure the Digital Employee
  2. Create an ODA Queue and Associate your ODA Agent Resource
  3. Configure Chat Routing
  4. Record Configure Values for Engage in Identity Domain Cloud Service (IDCS)
  5. Configure IDCS-ODA Services
  6. Create ODA as an Agent in IDCS
  7. Create Authentication Service for Engage
  8. Associate your Digital Assistant to a Channel
  9. Verify ODA FADigitalAssistant version and update if necessary
  10. Extend the Digital Assistant and your Help Desk Skill
  11. Associate the Extended Help Desk Skill with the Extended Digital Assistant
  12. Update the ODA Channel to use the extended Digital Assistant
  13. Adjust Visual Builder Studio Chat Configuration

Part 1: Configure the Digital "Employee"

You will need to have a new "employee" for Oracle Digital Assistant to act as your Agent.

  1. Navigate to My Team -> Users and Roles.
  2. Click the Plus sign to add a new user.
  3. Enter the new user's information. Suggested values are shown below:
    • Last Name = Agent
    • First Name = ODA
    • Email = ODA Administrator's Email (or a d-list email address).
      NOTE: Do NOT use an email address that is already associated to an existing user in Fusion.
    • User Name (the login used) = ODA_AGENT
    • De-select Send user name and password
    • Person Type = Employee
    • Choose the Legal Employer
    • Choose the Business Unit
    • Resource Role = Service Representative
  4. Click on the Autoprovision Roles button.
  5. Click Save and Close.
  6. Now navigate to Tools -> Security Console
  7. Click on the Users Tab.
  8. Search for the User Name of your new agent (ODA_AGENT).
  9. Click on the link for the user.
  10. Click Edit.
  11. Click Add Role.
  12. Search for Chat Agent.
  13. Click on the Add Role Membership button.
  14. Click Done.
  15. Verify that the User now has the following roles, and add them if not:
    • Customer Service Representative (ORA_SVC_CUSTOMER_SERVICE_REPRESENTATIVE_JOB)
    • Employee (ORA_PER_EMPLOYEE_ABSTRACT)
    • Resource (ORA_HZ_RESOURCE_ABSTRACT)
    • Chat Agent (ORA_SVC_CHAT_AGENT_ABSTRACT)
  16. Click Save and Close.
  17. Click Done.

Part 2: Create an ODA Queue and Associate your ODA Agent Resource

In addition to your standard Service Center Queues, for ODA you will need to create a new queue that will be used to initially route to ODA. This will allow for your ODA as an agent to be assigned to the queue to assist your end users.

  1. Go to Home -> Help Desk (tab) -> HR Help Desk Queues or Internal Help Desk Queues.
    (These are generally found in the Quick Actions on the left-hand side on the Help Desk tab, although you may need to click on Show More to see the desired option.)
  2. Click the Create Queue button and fill out the required fields. Suggested values are shown below:
    1. Name = ODA Queue (or something similar).
    2. Check the box to make Activation Enabled.
    3. Click the radio button for the Distribution to be Automatic (Push).
  3. Click Save and Continue.
  4. Click on the Resources tab (left, second tab).
  5. Click on the Add Resources button.
  6. Search for and check the ODA_AGENT to add as a resource for the queue.
  7. Click Apply and then OK.
  8. Click Save and Close.
  9. Click on the Capacities... button.
  10. Under the Agents drop-down, choose Select Individuals.
  11. Search for and check the ODA_AGENT.
  12. Click Apply and then OK.
  13. Set the capacity for the ODA_AGENT resource to be zero for Help Desk Requests
  14. Set the Chat capacity to the desired value.
    (For the ODA agent, we recommend a large number such as 500, to accommodate your estimated maximum concurrent number of chats.)
  15. Click Save and Close.

Part 3: Configure Chat Routing

When a chat is first initiated, the Escalation Level is set to zero and is set to one when an agent transfer is requested. Using this attribute, the routing rules can determine whether to send it to the ODA agent or a human agent. To configure routing rules to go to ODA initially:

  1. Go to Setup and Maintenance.
  2. Click on the Tasks icon on the right-hand side.
  3. Click Search.
  4. Search for Manage Service Assignment Rules.
  5. Select the Rule Sets Category as appropriate:
    • For HRHD: HR Help Desk Generic Queuing Rules
    • For ISR: Internal Generic Queuing Rules
  6. Click the Plus sign to create a new Rule Set, supplying values such as the following:
    • Rule Set Name = Help Desk ODA Rule Set
    • Description = Rules for routing to ODA before live chat.
  7. Under the Generic Queue Rules heading, click the Plus sign to create a new Rule.
  8. Supply values such as the following:
    • Rule Name = ODA Front-end Rule
    • Description = Route to ODA first when starting chat
  9. Under Conditions, click the Plus sign to add the condition that checks the escalation level and assigns to ODA if it is not "escalated" to a live agent. 
    • Object = Any
    • Attribute = Escalation Level
    • Operator = Equals
    • Value = 0
  10. In the Action section, click the Plus sign.
  11. Search for the new ODA Queue that was created.
  12. Choose the Queue to be assigned when these condition(s) are met by clicking the Plus sign under Assign Help Desk Queue heading and selecting the queue (ODA as an Agent) to which the chat should be assigned.
  13. Click Apply.
  14. Click Done.
  15. When your assignment is complete, click Save and Close.
  16. If you have existing Chat Rules, you will need to evaluate these to be sure that they are still valid. If the chats going to these queues are supposed to be routed to ODA first, you will need to include a new condition that checks the escalation level and assigns to the live chat agent only if it is "escalated" (which will occur any time an employee requests a live agent during an ODA chat). 
    • Object = Any
    • Attribute = Escalation Level
    • Operator = Equals
    • Value = 1
  17. Click Save at the Manage Service Assignment Rules page.
  18. Click Save and Publish.

Part 4: Record Configuration Values for Engage in Identity Domain Cloud Service (IDCS)
You will need to record the values for Engage within IDCS to use later in the configuration process.

  1. Login to IDCS as an Administrator.
  2. Click on Oracle Cloud Services.
  3. Click on the Engage Cloud Service Application. (Service starts with ENGAGE and is searchable.)
  4. Scroll down to the Configure application APIs that need to be OAuth protected section.
  5. Copy the value in the Primary audience field. (Save the Primary Audience, as it will be used later.)
  6. Scroll further down to the General Information.
  7. Copy the Client ID field, starting with ENGAGE. (Save the Client ID, as it will be used later.)
  8. Click the Show secret link and copy the secret value. (Save the Client Secret, as it will be used later.)

Part 5: Configure IDCS-ODA Services

  1. While logged in to IDCS as an Administrator, navigate to Oracle Cloud Services.
  2. Search for IDCS-ODA.
  3. Click on the IDCS-ODA Service Application.
  4. Click on the Application roles link under Resources on the left-hand side.
  5. Under the Application Roles section, expand the ServiceAdministrator role.
  6. Click the Manage link for Assigned applications under the ServiceAdministrator role.
  7. If the Fusion Applications Cloud Service is not already assigned to the IDCS-ODA application.
    1. Click on Show available applications.
    2. Check the box on the line Fusion Applications Cloud Service.
    3. Click Assign.
  8. Click Close.

Part 6: Create ODA as an Agent in IDCS

  1. While logged in to IDCS as an Administrator, click on the Users link.
  2. Search for your ODA as an Agent username (ODA_AGENT).
  3. Click the Edit user button.
  4. Update the Email and Recovery email to be your email address, if it is not already.
  5. Change the Federated value to be Off.
  6. Click Save Changes.
  7. Now return to Users and search for ODA_AGENT.
  8. Click on the three dots menu, and select Reset Password.
  9. Click the Reset password button to receive an email verification and password reset instructions.
  10. After receiving the email, Sign out of IDCS.
  11. Click on the email to reset the password. (Note the IDCS ODA_AGENT password, as it will be used later.)

Part 7: Create Authentication Service for Engage 

  1. As an ODA Administrator, navigate to Settings -> Authentication Services.
  2. Click the Add Service button, and fill in the values as below:
    1. Grant Type = Authorization Code
    2. Identify Provider = Oracle Identity Cloud Service
    3. Name = IDCS_OAuthForEngage
    4. Token Endpoint URL = Domain URL from IDCS + "/oauth2/v1/token"
    5. Authorization Endpoint URL = Domain URL from IDCS + "/oauth2/v1/authorize"
    6. Revoke Token Endpoint URL  = Domain URL from IDCS + "/oauth2/v1/revoke"
    7. Client ID = Client ID from IDCS
    8. Client Secret = Client Secret from IDCS
    9. Scopes = Primary Audience from IDCS + "/agent"
    10. Subject Claim = sub
    11. Refresh Token Retention Period (Days) = 7
  3. Click Create.

Part 8: Associate your Digital Assistant to a Channel

  1. As an ODA Administrator, navigate to Development -> Channels. 
  2. Click on the DA As Agent tab.
  3. Click on the Add Agent Channel button, and provide appropriate values such as:
    • Name = ODAasAgent
    • Description = ODA front end to allow escalation to Live Chat.
    • Service = Fusion Service
    • Authentication Service = Authentication Service name (IDCS_OAuthForEngage)
      (Authentication Service field will display the name of the IDCS confidential client (also referred to as the OAuth client) preconfigured for your paired instance.
    • Host = Fusion Cloud Application URL (e.g., sitename.exampledomain.com; do not include the https://)
    • User Name = ODA_AGENT
      NOTE: Don't use the same user name for more than one channel. If multiple channels have the same user name, unexpected behavior can occur.
    • Password = New password that was reset via IDCS
  4. Click Create.
  5. Under Route To, select the digital assistant to route message to as your Fusion Digital Assistant (FADigitalAssistant).
  6. Set the Interaction Enabled to On to log in your DA as an Agent to the chat service.
  7. Wait two to three minutes for the channel connection and sign-on to complete.
    NOTE: Don't re-toggle the switch until at least three minutes has passed to avoid a broken connection and then need to delete and re-create the channel.
  8. Click the Verify Settings button
  9. Once settings are verified, the channel is ready for use. If a failure occurs, refer to the Tips 

Part 9: Verify ODA FADigitalAssistant version and update if necessary

  1. Log into ODA as an Administrator.
  2. Navigate to Development -> Assistants.
  3. Click on the Assistant and then click on the Helpdesk skill.
  4. Check the Version. It should be 25.04.01 or greater.
  5. If it is, continue to the instructions to Create Authentication Service for Engage. 
  6. If it is a 25.04.00 or lower version, you will need to update by continuing with the instructions here.

You will want to update the FADigitalAssistant to be the latest available, if it is not on version 25.04.01 or greater.

  1. Log into ODA as an ODA Administrator.
  2. Hamburger Menu -> Development ->Store
  3. Search for FADigitalAssistant
  4. If a new version is shown, click the three dots on the card.
  5. Select Pull from the menu.
  6. On the dialogue box, click Pull again.
  7. Let this continue in the background.

Part 10: Extend the Digital Assistant and your Help Desk Skill

  1. Navigate to Development -> Assistants.
  2. Find your Fusion Digital Assistant (FADigitalAssistant).
  3. Click on the kebab menu on its card, and select Extend.
  4. Enter appropriate values for the extended digital assistant, as shown in the example below:
    • Display Name = FADigitalAssistantWithLiveChat
    • Description = Handles Fusion chats in Oracle Digital assistant with the ability to escalate to a live chat agent.
    • Check Open extended digital assistant
  5. Click Extend.
  6. When the extended assistant opens, click on your current Help Desk skill (Helpdesk).
  7. Click on the Go to Skill button.
  8. From the drop-down at the top, choose More -> Extend.
  9. Provide the Display Name and Name with something like HelpdeskSkillwithLiveChat.
  10. Click Extend.
  11. On the extended Skill, click on Live Agent Transfer and set Enable Intent toggle to On.
  12. You can do the same with Search Knowledge Article, if it is not already enabled and is desired.
  13. Click the Train icon on the top right to begin training the new skill.
  14. Select Trainer Ht.
  15. Click Submit.
  16. When this has completed, select Trainer Tm.
  17. Click Submit.
  18. When this has completed, the extended Helpdesk skill is ready to be used.

Part 11: Associate the Extended Help Desk Skill with the Extended Digital Assistant

  1. Navigate to Development -> Assistants.
  2. Refresh the page (if needed) to find your newly extended Assistant.
  3. Click on the new extended assistant (FADigitalAssistantwithLiveChat or whatever name you have chosen in step 4 above).
  4. Click on the Helpdesk skill.
  5. Click the Update Skill button.
  6. From the New Skill Version drop-down, choose the newly extended Help Desk skill (HelpdeskSkillwithLiveChat or whatever name you have chosen in step 9 above).
  7. Toggle the Overwrite Interaction Model to On.
  8. Click the Update Skill button.
  9. Click the Train icon on the top right to begin training the new assistant.
  10. Select Trainer Ht.
  11. Click Submit.
  12. When this has completed, select Trainer Tm.
  13. Click Submit.

Part 12: Update the ODA Channel to use the extended Digital Assistant 

  1. Now, navigate to Development -> Channels.
  2. Click on the DA as Agent tab.
  3. From the Route To drop-down, choose your new extended assistant (FADigitalAssistantwithLiveChat or whatever name you have chosen in step 4 in the section above).
  4. Click the Verify Settings button to be sure that the ODA Agent is set up properly.
    If you get an error, check to make certain it has the appropriate agent credentials, and that Federated is disabled in IDCS.

Part 13: Adjust Visual Builder Studio Chat Configuration

  1. Log into Fusion as an administrator.
  2. From the Navigator, go to Configuration -> Visual Builder.
  3. Within Visual Builder Studio, navigate to App UIs -> Customer Experience (CX) -> Help Desk -> helpdesk in the left-hand panel.
  4. Click on the Variables tab.
  5. Click on the chatSetup constant. If you have set up chat previously, copy the Value of chatSetup and save it for later use. 
  6. Copy the below example into the Value for chatSetup, or create your own launch page.
    [[ { "enableChat": true, "position": { "bottom": "10px", "right": "10px" }, "launchForm": [ { "name": "subject", "required": false, "relaunchValue": "keep" }, { "name": "stripeCode", "required": true, "relaunchValue": "default", "options": [ { "value": "ORA_SVC_HRHD", "text": "Personnel/Personal Issue (HRHD)" }, { "value": "ORA_SVC_ISR", "text": "Business Issue (ISR)" } ] } ], "wcfsCdnPath": "https://ee.channels.ocs.oraclecloud.com/wcfs/23.10.0/wcfs-sdk.js", "i18n": { "en": { "chatTitle": "Digital Assistant Chat" } } } ]]
  7. Click outside of the Default Value box to allow validation of the script.
  8. Click on the Preview Icon.
  9. Test that starting a chat will direct the employee to the Oracle Digital Assistant first, and that the employee can request a live chat agent.
  10. Deploy any Visual Builder Studio changes, if necessary. 

Tips And Considerations

The ODA skill being used must be on 25.04.01 or greater.

At this time, ODA transfer to Live Chat is only available on the My Help Employee UI page. It is not available from ODA from other pages.

Troubleshooting the ODA Connection

While validating the ODA channel, if you get validation errors, check the following:

  • Fusion: Is the email being used for the ODA_Agent already in use by another Fusion party? Email IDs should be unique.
  • IDCS: Check to be sure that the ODA_AGENT has Federated value Off.
  • ODA: Is the same digital assistant agent is signed in to more than one DA-as-Agent channel?
  • Error Reports: If there is a CONFLICT error or an ACCESS_DENIED error reported, you may be able to resolve this problem by switching Interaction Enabled to Off and then changing it to On. 

Key Resources

A video showing how to configure your environment and a demonstration of the functionality is found on Oracle Video Hub: Fusion Help Desk at ODA Transfer to Help Desk Live Chat. 

Overview of Configuring Digital Assistant

DA as an Agent 

Create and Extend an ODA Skills

Oracle Digital Assistant Design Camp: Cheat Sheet for Building Great Digital Assistants - Oracle Video Hub

Access Requirements

To configure the Digital Assistant, you will need an account with administrator privileges for Oracle Digital Assistant.

You will also need an IDCS account with a ServiceAdministrator and ServiceDeveloper roles for setting up ODA to act as an agent.