This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 31 JUL 2020 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in Oracle B2C Service Agent Browser UI and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable to begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.
For a listing of hardware and software requirements for Oracle products, log in to our support site and access Answer ID 31.
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Column Definitions:
Features Delivered Enabled
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. |
Action is Needed 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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We have improved the Chat Engagement Panel in the Agent Browser UI. The new features include a modern, updated style, a streamlined chat header, and a new service level warning so that agents can easily see when service levels are met and exceeded.
Here are the changes we made to help your agents.
- Streamlined Chat Header: We removed many redundant details so that agents can see more of the transcript.
- Modern Styling: New buttons and icons, and the addition of the Bubble format, makes the information within the transcript easier to read.
- Service Level Warning: As configured service levels are met and exceeded, agents now see colorful bars within the header.
Steps to Enable
- Streamlined Chat Header: This update is automatically available for all agents using chat within the Browser User Interface
- Modern Styling: This update is automatically available for all agents using chat within the Browser User Interface
- Service Level Warning: To uptake the new Service Level Warning feature, configure service level thresholds within the chat implementation. See Service Level Requirements for Chat.
Key Resources
Role Information
- Chat Agents
- Chat Supervisors
Multi-Select Attachments for Deletion
Agent Browser UI users can select all files or a subset of files on the attachment control and delete.
Delete All Attachments or a Subset of Attachments
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
Users can select attachments on the attachments control using the control or shift keys and can de-select attachments using the control key. The delete action will now be available when multiple attachments are selected.
The Bookmark feature in Analytics supports copying the URL to the report definition and to the specific filter values that the user has specified in their current view.
Report Bookmark Options
Dashboard Bookmark Options
Once the type of Bookmark is specified, the bookmark URL directly to the clipboard with no other actions needed from the user.
Copy Success Message
This feature helps users share a link that allows the user to see the data set that the user sharing the URL was using. This change is incorporating additional options for the type of Bookmark the user wants to share with the automatic saving of the URL to the customers clipboard
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
- Saved Bookmarks with the current filter values are retained up to 3 months from the last uses.
- If the filters on the report definition, the report or dashboard will be run with the default filters from the definition.
- If the service that stores the URL with the user's current filter values, the default definition will be returned to the user.
Role Information
- Analytics User
Inline Edit from Reports Within Workspaces
B2C Service has added a new feature to Agent Browser UI. Users can inline edit records from within Workspaces. This saves users from having to open records individually to update the details.
Enabling agents to update records in real time from reports within the workspace allows users to save time and steps to update records.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
Inline editing must be enable on the report that is used in the workspace.
Role Information
- Users