8Other Communication Channels

This chapter contains the following:

Configure Chat

Chat profile options enable you to configure assignment and routing options for chat requests. You must configure the following chat profile options to enable various chat features.

Profile Option Description

SVC_CHAT_OFFER_NOTIFICATION_TIMEOUT_VALUE

Specifies the number of seconds that lapse before the chat notification is automatically closed.

SVC_ENABLE_CHAT

Enables chat interactions.

SVC_CHAT_TRANSFER_TO QUEUE_ENABLED

Enables transfer of a chat to a queue by an agent.

SVC_MCA_ENABLE_ENGAGEMENT_SYNC

Enables synchronization of all engagements between Engagement Cloud and Live Window, regardless of channel.

SVC_CHAT_COBROWSE_ENABLED

Enables agents to request for a cobrowse session with a customer from the Live Window chat panel.

SVC_CHAT_CKEDITOR_ENABLED

Enables style formatting options in the Live Window chat panel.

Note: Ensure that the following privileges are included for the agents planning to use cobrowse:
  • Access Co-browse Feature: Permits launching and using the cobrowse functionality.

  • Manage Co-browse Access: Enables the availability setting for new cobrowse work.

To configure the chat profile options:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Communication Channels

    • Task: Manage Chat Profile Options

  2. From the profile options listed on the Manage Chat Profile Options page, click a profile option.

  3. In the Profile Values region, in the Profile Level drop-down list, ensure that Site is selected.

  4. Select Yes from the Profile Value drop-down list.

    Note: For the SVC_CHAT_OFFER_NOTIFICATION_TIMEOUT_VALUE profile option, specify a value in seconds in the Profile Value field.
  5. Click Save.

  6. Repeat the previous four steps for all the listed profile options.

How You Enable Chat

To enable the service representatives to use the chat function and to receive chat notifications, you must enable Omnichannel and desktop notifications. For more information about enabling Omnichannel and desktop notifications, see "Enable Omnichannel".

The chat function enables a customer to connect with a service representative. The customer initiates the chat from the Digital Customer Service, and a notification is sent to the available representatives in Engagement Cloud.

Note: If you're using the Digital Customer Service application as your consumer application, ensure that a user exists with the role ORA_SVC_CUSTOMER_SELF_SERVICE_USER_ABSTRACT and the privilege SVC_REQUEST_FOR_CHAT. For more information about the security roles, see "Digital Customer Service Roles".

You wrap up a chat, collecting all relevant information from an interaction, in the Chat Wrap Up window. You access past wrap up records in the Interaction History view. If a Service request is associated to a chat interaction, the wrap up, along with a link to the chat transcript is written to the SR message. This doesn't happen unless wrap up is enabled, though.

An agent workflow for a chat interaction includes the option to display a wrap up dialog box at the close of an interaction. The workflow captures the full chat transcript between the agent and consumer and associates it with the interaction wrap-up record.

You can view details of the chat transcript at any time in the future from the Interaction History tab or within an account, contact and service request record by drilling down into the associated wrap-up record available on the chat interaction. To enable the transcript, enable wrap-up functionality do the following:

  1. As an Administrator, go into Setup and Maintenance.

  2. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Communication Channels

    • Task: Configure Call Flow Parameters

  3. Click the Wrap Up drop down list and select Yes.

For more information on other call flow parameters, see Related Links for the Configuring Call Flow Parameter topic.

After the chat exchange is finished, the agent closes the chat within Live Window and then enters the associated interaction includes wrap-up details and the transcript.

Populate Wrap Up Parameters Automatically

You can now receive wrap up data including standard attributes as well as user-defined attributes from the toolbar. You must expose these in the Create Wrap Up page to pre-populate these fields for the agent.

This topic describes how to configure a wrap up screen pop pages Configuring a wrap up screen pop page includes the following steps

  1. Creating a token

  2. Mapping a page

  3. Defining rules

To configure a wrap up screen pop page:

  1. Sign in to Oracle Cloud applications as a Service Administrator.

  2. Navigate to Setup and Maintenance.

  3. Click the Setup drop-down list and select Service.

  4. Select the Communication Channels functional area, and then select Manage Screen Pop Configuration task.

The Screen Pop Configuration page is displayed.

Create a Wrap Up Token

To create a wrap up token:

  1. Click the Tokens tab.

    Tokens tab lists standard and user-defined tokens. The standard or the predefined tokens cannot be modified or deleted.

  2. Click the User-Defined Tokens tab.

  3. To add a token, click the add icon.

    A token consists of the following details:

    • Name: Any alphanumeric value that represents the token

    • Token Code: Unique code that's used to represent a token

    • Description: String to provide extra information about the token

    • Object Name: Business object to which the token is associated. Select Wrap Up from the drop-down list.

    • Object Attribute: Attribute of the wrap up business object that's associated with the token. Object Attribute is an optional value.

  4. Specify the values for the token and click Save.

Configure the Create Wrap Up Page using Application Composer

You can configure the Create Page Layout page to automatically populate the fields that are of interest to the agent. The following procedure describes how to configure the Create Wrap Up page using Application Composer.

  1. Click Navigator > Configuration > Sandboxes. You can either create a new sandbox, or use an existing one and set it to active.

  2. After you activate the sandbox, from the Navigation panel, go to Application Composer.

  3. In the Application Composer, select Service from the Applications drop-down list.

  4. In the Standard Objects list, select and expand Wrap Up > Pages.

  5. The Wrap Up: Pages page contains sections for configuring the different layouts. The Create Page Layout section enables users to create a new SR in the Create Service Request page. The fields that you define in this layout determine the information that the users are asked to enter when creating the SR. Click the Edit icon to add, remove, and reorder the fields and the buttons available on this form.

  6. After you make the required updates, save the layout.

  7. To use this layout to view the SRs, select Active to make the layout active for users.

Test the Wrap Up Attribute Tokens and Values

You can use any testing tool of your choice to test the wrap up tokens and values that will be automatically populated for the agent as part of the screen pop process. To do this, create a new call, and pass the tokens and values for the wrap up attributes you want to automatically populate for the agent. You can use the Interaction API methods to do this:

  • newCommEvent()

  • startCommEvent()

  • closeCommEvent()

For more information about Interaction API methods, see Interaction API: Explained.

Configure the Create Wrap Up Page using Application Composer

You can configure the Create Page Layout page to automatically populate the fields that are of interest to the agent. The following procedure describes how to configure the Create Wrap Up page using Application Composer.

  1. Click Navigator > Configuration > Sandboxes. You can either create a new sandbox, or use an existing one and set it to active.

  2. After you activate the sandbox, from the Navigation panel, go to Application Composer.

  3. In the Application Composer, select Service from the Applications drop-down list.

  4. In the Standard Objects list, select and expand Wrap Up > Pages.

  5. The Wrap Up: Pages page contains sections for configuring the different layouts. The Create Page Layout section enables users to create a new SR in the Create Service Request page. The fields that you define in this layout determine the information that the users are asked to enter when creating the SR. Click the Edit icon to add, remove, and reorder the fields and the buttons available on this form.

  6. After you make the required updates, save the layout.

  7. To use this layout to view the SRs, select Active to make the layout active for users.

Test the Wrap Up Attribute Tokens and Values

You can use any testing tool of your choice to test the wrap up tokens and values that will be automatically populated for the agent as part of the screen pop process. To do this, create a new call, and pass the tokens and values for the wrap up attributes you want to automatically populate for the agent. You can use the Interaction API methods to do this:

  • newCommEvent()

  • startCommEvent()

  • closeCommEvent()

For more information about Interaction API methods, see Interaction API: Explained.

Configure Cross-Channel Interactions

Cross-channel interactions enable the administrators to track and manage inbound and outbound interactions that cross from one channel to another. For example, when a customer begins an inbound-chat communication with an agent, and then the agent promotes that communication to a phone call, the communication throughout its life cycle and across both channels can be tracked and managed.

The administrator can also identify and associate the business objects that have been edited or created during this communication, and configure the business objects that are available for association with the interaction model. The administrator can also turn on cross channel interaction tracking for service requests.

This topic describes how to set up and configure cross-channel interactions.

The Manage Setup and Configuration for Cross-Channel Interactions page provides the administrator with a single page to associate business objects, setup all the associated profile options pertaining to cross-channel interactions, and set the date and time periods that qualify objects for automatic association to an interaction.

To set up and configure for cross-channel interactions, do the following:

  1. In the Setup and Maintenance work area, select the Tasks icon.

  2. Search for the following string:

    Manage Setup and Configuration for Cross-Channel Interactions

  3. Click the Manage Setup and Configuration for Cross-Channel Interactions link.

  4. The Enable Automatic Association of Objects with Interactions field is selected as Yes by default. This enables automatic association of the objects with interactions. When you select No, business objects aren't associated with interactions automatically.

  5. Select the period, in minutes, to go back from the current time while finding a potential interaction based on the creation date in the Search Retrieval Range Prior to the Creation Time field. The default time is set to 5 minutes. You can set the time between 1 minute and 120 minutes.

    Note: If the Enable automatic association option is set to No, setting the time here's irrelevant.
  6. Select the period, in minutes, to go back from the current time while finding a potential interaction based on last updated date in the Search Retrieval Range Prior to the Last Update Time field. The default time is set to 5 minutes. You can set the time between 1 minute and 120 minutes.

    Note: If the Enable automatic association option is set to No, setting the time here's irrelevant.
    Note: When you set both the periods Search Retrieval Range Prior to the Creation Time and Search Retrieval Range Prior to the Last Update Time, then a query is run and an association is made for one or both the periods based on the match.
  7. In the Automatically Associated Objects section, you can configure whether to automatically associate service requests with interactions. These are set to Yes by default.

  8. Click Save or Save and Close.

The following table describes the types of cross-channel options that you can configure.

Cross-channel Option Description

SVC_INTERACTION_AUTO_ASSOCIATION_ENABLE

Enables automatic association of objects to an interaction. It is set to Off by default.

Note: During bulk importing of data, enabling this option to Yes may result in associating multiple objects to the open interactions. This results in a large number of imported CRM objects getting associated with a single interaction, and leads to distorted data. To avoid this situation, the option may be set to N.

SVC_INTERACTION_CREATION_DATE_INTERVAL_FOR_AUTO_ASSOCIATION

Sets the period, in minutes, to go back from the current time while finding a potential interaction based on creation date

SVC_INTERACTION_LAST_UPD_DATE_INTERVAL_FOR_AUTO_ASSOCIATION

Sets the period, in minutes, to go back from the current time while finding a potential interaction based on last updated date.

SVC_INTERACTION_ENABLED_OBJECTS - (for service request)

For service requests, set this to the value SVC_SERVICE_REQUEST.

Translate the Communication Channel Display Names

Translate Display Name of Communication Channels into Installed Languages

Let's say you want to display the names of communication channels in the language of your installation. By default, the display name for each channel is the same in the base language and in all the installed languages. But it's translatable. So you can provide language-specific display names in all the installed languages in the application.

To translate the display name of a communication channel into all the installed languages:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Communication Channels

    • Task: Manage Communication Channels

  2. On the Service Channels page, in the Account Name column, click the link to the channel whose display name you want to translate.

    The Edit Channel window is displayed.

  3. Click the Translation Editor.

    The Edit Translations window is displayed, showing different rows for the channel display name in the base language and the installed languages.

  4. Click the row for the first installed language.

  5. In the Display Name field, specify the selected channel display name in the corresponding installed language.

  6. Click OK.

  7. Starting from step 2, repeat all the steps for each channel.