| Date | Feature | Notes |
|---|---|---|
| 31 MAY 2019 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in Oracle Service Cloud Agent Browser UI May 2019 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:
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.
Customer Action Required = You MUST take action 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 |
Customer Action Required |
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Agent Browser UI users can change the background color of the application by selecting one of the themes available in the 'preferences' menu. Each theme will colorize the background color of the application while side panels for items like chat, standard text, knowledge and workspace tabs will have a lighter tint of the selected theme color.
Vanilla (Default)
Dark Blue
Dark Grey
Light Blue
Steps to Enable
- After logging into the Agent Browser UI, select the 'settings and actions' menu from the user icon in the upper right-hand corner of the application.
- Select the desired theme: vanilla, dark blue, dark grey, or light blue
- Select 'Save', or 'Save & Close'.
Tips And Considerations
- The default theme is 'vanilla'
- A selected theme will persist across future sessions and updates
Role Information
- Users of Service Cloud Agent Browser UI
New functionality has been added to the Agent's Chat experience within the Browser User Interface, where the compose control within the Engagement Panel now expands to show more content. As Agents enter a large amount of content into the compose control, they can easily see the entry as the field automatically expands.
Chat Compose Control Expands in Browser User Interface
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
This update is automatically available for Agents handling Chat sessions within the Browser User Interface.
Role Information
Roles that will utilize this feature:
- Chat Agent
- Supervisor Agent
Chat Transfer Enhancement: Average Wait Time
New functionality has been added to the Agent's Chat experience within the Browser User Interface, where transferring chats to queues and agents has become easier to navigate. Agents can now see the Average Wait Time displayed within the Transfer to Queue menu, so they can set proper expectations with their online chat customers. Additionally, those Agents & Queues that are unavailable to receive a chat transfer are removed from the list, so agents save time within the transfer process. Finally, the existing Tooltips have been updated to display the Average Wait Time & the Available Session Count for each available Queue, so agents are more informed when making transfer-related decisions. These updates should lead to less scrolling for Agents and a better overall experience for the Customer when in a chat session.
New Average Wait Time Functionality in the Browser UI
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
This update is automatically available for Agents handling Chat sessions within the Browser User Interface.
Role Information
Roles that will utilize this feature:
- Chat Agent
- Supervisor Agent
New functionality has been added to the Agent's Chat experience within the Browser User Interface, where chats that have been terminated by the end-user contain a Chat Concluded Indicator. Agents can now see the Chat Concluded indicator within the chat session, so they can easily see which chat sessions are no longer active. These updates should lead to less scrolling for Agents, making them more efficient.
Chat Concluded Indicator in Browser User Interface
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
This update is automatically available for Agents handling Chat sessions within the Browser User Interface.
Role Information
Roles that will utilize this feature:
- Chat Agent
- Supervisor Agent