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 |
|---|---|---|---|
| 24 JAN 2024 | Created initial document. |
HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our cloud services even better then go ahead and tell us. There are several ways to submit your ideas, for example, through the Ideas Lab on Oracle Customer Connect. Wherever you see this icon after the feature name it means we delivered one of your ideas.
GIVE US FEEDBACK
We welcome your comments and suggestions to improve the content. Please send us your feedback at oracle_fusion_applications_help_ww_grp@oracle.com.
DISCLAIMER
The information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.
This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.
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. |
|||||
|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
||
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 23.12 Client
Engagement Engine now supports the Web Chat for Service 23.12 client version.
What's new?
- Post conversation message - When ending a conversation it is now possible to print it.
What's improved?
- Connectivity - A message is now shown when the agent is experiencing network issues or a power outage on his pc to avoid the end-user getting stuck.
- System Messages - Some system messages are now part of the conversation so that they don't disappear on reload and are part of the transcript.
- Persistence timeout - A new parameter persistenceTimeout that gives better control to the persistence feature and sets a timeout in seconds after which Web Chat will not try to restore the session when navigating back.
- Client greetings - It is now possible to not display the greeting message if you are for example using the digital assistant skill to push the first message.
- File sharing - It is now possible to send files to Chat when connected to a bot.
- Engagement Engine Administration - We have created a new component UI for Web Chat for easier navigation and configuration of the attributes. You will also get embedded error notifications when you are using incorrect JSON code when configuring the Web Chat component or Rules.
-
Engagement Engine will conform to the third-party cookie policy from Google Chrome.
Business Enablement:
- Adapt the behavior of Web Chat to your desired customer experience
- Easier administration via the point and click Engagement Interface
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The Web Chat for Service 23.12 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).
- If you are licensed for Oracle Digital Assistant and you want to learn how to set up Digital Assistant as an Agent to use a chatbot in your B2C Service implementation, please refer to the Using Oracle Digital Assistant Documentation (Chapter Service Integration - DA as an Agent).
Access Requirements
If Engagement Engine has not been enabled on your site, please submit a Service Request.