This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 19 APR 2023 | Created initial document. |
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Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
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A reputation for excellent customer service can differentiate the brand and drive revenue. Oracle Digital Customer Service helps organizations earn that reputation by transforming online web service into a highly interactive customer experience.
Web Chat for B2C Service Support for 23.02 Client
What's New
- User Is Typing Indicator & Sneak Preview for B2C Service - The first release only supported the agent is typing indicator, now we fully support that the user and the agent get visual confirmation that both parties are engaged in the conversation.
- Dynamically Update the connectionData Setting - An added action allows you now to update the connection data after having initiated the widget.
- Support Persistence - When navigating away and back or reloading the page, the connection with Chat is not lost anymore but re-established.
What's Improved
- The setting userInfo is now called connectionData - The name of the setting now is more representative of what information it contains.
- The setting botNames is depreciated - This setting is not needed anymore to distinguish bots from agents.
Business Enablement:
- Connection data can be dynamically updated to accommodate for variable changes on the underlying page.
- Improved end-user and agent experience during chat interactions with persistence and typing indicator.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The Web Chat for Service 23.02 client and new features are available via the Engagement Engine Editor.
Key Resources
- Once Engagement Engine has been enabled, see the Oracle Engagement Engine Cloud Service Documentation for complete steps for configuring, testing, deploying, and best practices for Engagement Engine.
- See Chapter: Integrating Engagement Engine with Web Chat for Service.
Access Requirements
If Engagement Engine has not been enabled on your site, please submit a Service Request.