Cloud Readiness / Oracle B2C Service Agent Browser UI
What's New
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  1. May 2020 Update
  1. Revision History
  2. Overview
  3. Feature Summary
    1. Workspaces
        1. Flip Tiles for Agent Browser UI Workspaces
        2. Splitter Panel for Agent Browser UI Workspaces
        3. Draft Mode in Thread Editor No Longer Shows Mirrored Thread Entries for Agent Browser UI
    2. Analytics
        1. Service Usage Metrics
        2. Save Display and Data Settings
        3. Report Queuing and View Definition in Agent Browser
    3. Channels
        1. Chat in Browser UI: Engagement Panel Refresh

May 2020 Update

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Date Feature Notes
29 MAY 2020   Created initial document.

Overview

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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We welcome your comments and suggestions to improve the content. Please send us your feedback.

Feature Summary

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
(Features Delivered Enabled)

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
(Features Delivered Disabled)

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
Process-Based:
Small Scale

UI or
Process-Based:
Larger Scale*

Workspaces

Flip Tiles for Agent Browser UI Workspaces

Splitter Panel for Agent Browser UI Workspaces

Draft Mode in Thread Editor No Longer Shows Mirrored Thread Entries for Agent Browser UI

Analytics

Service Usage Metrics

Save Display and Data Settings

Report Queuing and View Definition in Agent Browser

Channels

Chat in Browser UI: Engagement Panel Refresh

Workspaces

Flip Tiles for Agent Browser UI Workspaces

A Flip Tile can be added to workspace layouts allowing users to manipulate their view of a workspace by dynamically flipping pre-defined panels from front to back.

The Flip Tile control is available to administrators in the .NET workspace designer and acts as a container with two parts ('front of tile' and 'back of tile'). Fields, controls, and workspace extensions can be placed in the front and back of the Flip Tile.

Flip Tile Workspace Control

Flip Tile Workspace Control

Flip Tile in Agent Browser UI Workspace (Click to Flip)

Steps to Enable

  1. Open the workspace designer in .NET
  2. Select the 'Flip Tile' control and drag it onto the workspace
  3. Drag and drop fields and controls onto the front and back of the Flip Tile as desired.
  4. Save and preview the workspace in Browser UI.

Tips And Considerations

  • The size of both sides of the the Flip Tile when rendered in Browser UI is determined by the size of the content contained in the 'front of tile'.
  • We recommend using static-sized fields and controls within Flip Tiles, especially on the front of the tile. Examples of static content are database fields, images, buttons, and title bars. Using dynamically-sized content like controls such as reports and answer display may have unsatisfactory results.
  • Flip Tiles are only supported in Browser UI.

Splitter Panel for Agent Browser UI Workspaces

A Splitter Panel can be added to workspace layouts allowing users to manipulate their view of a workspace by dragging the splitter horizontally or vertically.

The Splitter Panel control is available to administrators in the .NET workspace designer and acts as a container with two parts. Fields, controls, and workspace extensions can be placed within the Splitter Panel.

Splitter Panel Control

Splitter Panel options include:

  • Orientation: Horizontal or Vertical
  • Anchor: Top/Bottom or Left/Right
  • Position: Distance (in pixels) of the splitter's default position from the anchor

Splitter Panel Options

Splitter Panels in a 3-Column Layout

Steps to Enable

  1. Open the workspace designer in .NET
  2. Select the 'Splitter Panel' control and drag it onto the workspace
  3. Use the designer options for Splitter Panel to define the orientation, anchor, and position.
  4. Drag and drop fields and controls onto each side of the Splitter Panel as desired.
  5. Save and preview the workspace in Browser UI.

Tips And Considerations

  • Splitter panels may be nested within one another to accomplish a 3-column layout for example.
  • Splitter positions will persist for users across sessions and records using the same workspace.
  • Splitter panels are only supported in Browser UI.

Draft Mode in Thread Editor No Longer Shows Mirrored Thread Entries for Agent Browser UI

Draft Mode in Thread Editor no longer shows mirrored entries for Agent Browser UI. This enhancement allows more space for users to view existing thread entries and does not impact existing functionality.

Old Functionality (with Mirrored Draft Mode)

New Functionality (without Mirrored Draft Mode)

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • It is still possible to enter multiple thread entries and save as drafts.
  • When a draft thread entry is selected, the formatting toolbar appears on the selected thread.

Analytics

Service Usage Metrics

B2C Service users need a reliable way to see the details of their site usage. Now there's an an accurate, reliable, and secure way to obtain these usage details using the Agent Browser UI.

To use this feature, add the Service Usage Metrics component to the navigation sets of the appropriate profiles.

Service Usage Metrics Navigation Set Access

Service Usage Metrics will allow access to see the monthly and daily breakdown of Tier 1, 2, and 3 Sessions or daily peak Seat data for Connected, Named, Chat or Non-Contact Center seats.

Service Usage Metrics Work Area

Selecting the type of Session to review provides a monthly view of the data and either the graph or the table can be used to drill into the daily data for the site.

There is a three year limit on historical Session data. For additional data, you may submit a Service Request to the Technical Support team.

Service Usage Metrics Session View

Default view for Seats provides a daily peak usage for Connected, Named, Chat or Non-Contact Center seats. Unwanted seat metrics can be filtered out using filters.

The daily peak seat data will begin to be stored daily following an upgrade to 20B and the data will be collected going forward. There is not access to historical data for Seat usage within the system.

Service Usage Metrics Seat View

Users can drill into the Action column to see supporting details for the supporting Accounts. The Accounts listed will be the accounts that are currently configured in the system. Currently, there is not a daily snapshot of users that comprise the daily peak. To help understand recent Account object changes, there are reports to help see Account Transactions and Deletions within the User Details report.

 

Service Usage Metrics Account Modification Details

Service Usage Metric supports exporting the data using the standard export functionality of Reports.

Steps to Enable

Administrators have the ability to configure who has access to the Service Usage Metrics data. They can enable profiles by adding the Service Usage Metrics component to Navigation Sets.

Steps to Enable are as follows:

  1. Open the Agent Console to edit Navigation Set
  2. Open or Create the applicable Navigation Set
  3. Select Navigation Folder to add Service Usage Metrics component.
  4. Find the Service Usage Metrics component either in the Common folder or by using the Find in list capability.
  5. Select the Service Usage Metric component.
  6. Click Add to accociate the Service Usage Metrics component to the Navigation Set item.
  7. Save and Close

The Service Usage Metrics functionality is available using the Agent Browser Interface. It is not available in the Agent Console.

Navigation Set Enablement

Using Service Usage Metrics is not available in the Agent Console. Users will see the message below if they attempt to access.

Agent Desktop Access Message

Tips And Considerations

For the Concurrent User Detail, the Account Session History (account_session_history) table is used for reporting the login activity. The default retention period for the Account Session History table is 180 days. If you want to report on the connected user detail for longer than 180 day, you will want to increase the purge timing configuration for Session History Purge Days.

SESSION_HISTORY_PURGE_DAYS

Defines the number of days after which an entity's session history records are removed from the session_history table (relative to the end time). It is recommended that this value be carefully reviewed. Verify that your organization will have no future need to report on the date range exceeding the intended threshold. Default is 180.

Role Information

  • Administrator

Save Display and Data Settings

When you change display and data settings or column formatting to modify a report’s appearance, those changes are lost when you close the report. However, you can save your preferences for these settings as your default so they're used automatically when you next open the report. If you save default settings for a report and the report’s default settings are later changed, your saved settings are removed. Saved settings are user specific, so you must log in as the same staff account to have your saved settings applied to the report. See Change Your Personal Settings.

Steps to save personal display and data settings:

  1. Open a report.
  2. Set your personialized display and data settings.
  3. Click the vertical ellipsis 
  4. Click Default Settings
    1. Click Save as Default.

You may also restore to the default settings in the report definition.

Steps to remove personal display and data settings:

  1. Open a report.
  2. Set your personialized display and data settings.
  3. Click the vertical ellipsis 
  4. Click Default Settings
    1. Click Restore.

Warning Message to Clear Personalized Settings

There is a 10 report limit for the number of reports that can be stored. You can see which of your reports have saved personal settings in the Reports explorer in the Default Settings column.

Steps to Enable

This feature uses cloud storage and will be enabled after your next site upgrade.

Tips And Considerations

  • Reports are supported. Dashboards are not yet supported.
  • There is a 10 report limit on the number of reports.

Role Information

  • Report Users

Report Queuing and View Definition in Agent Browser

Agent Browser now supports queueing reports directly in the Navigation Set and from the Reports Explorer.

Users can also view the report definitions in Agent Browser from the Navigation Set and Reports Explorer.

Navigation Set View

Reports Explorer View

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • Queued reports need to have filter values added, if required by the reports.
  • View definition of dashboards are not supported.

Role Information

  • Agent Browser users with report permissions.

Channels

Chat in Browser UI: Engagement Panel Refresh

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

In order to have these features enabled, please:

  • log a service request with Technical Support, or
  • reach out to Product Management.

Ask to have version 9 of the Engagement Panel enabled.

To uptake the new feature, configure service level thresholds within the chat implementation. See Service Level Requirements for Chat.

Key Resources

Role Information

  • Chat Agents
  • Chat Supervisors