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 |
|---|---|---|
| 24 OCT 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 October 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.
GIVE US FEEDBACK
We welcome your comments and suggestions to improve the content. Please send us your feedback.
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. |
|||||
|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
Customer Action Required |
||
Agents can quickly discover the presence of attachments because a paperclip icon will appear on the workspace attachments tab to indicate when file attachments are present. A number on the tab will indicate the number of attachments. This matches the behavior in the .NET console.
A paperclip icon and file attachment count displays on the attachments tab.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The attachment control in Agent Browser UI will behave according to the options selected in the workspace designer. "Show image" and "Show Row Count" must be selected in the workspace designer for the paperclip and attachment count to display on the attachments tab in Agent Browser UI.
Maximize Agent Browser UI Controls
Agent Browser UI users can maximize the display size of workspace items such as threads, workspace reports, file attachment controls, time billed controls, and audit log controls to make these elements easier to interact with. The expanded control can be reduced back to its original size by clicking the maximize control again.
Clicking on the diagonal arrows will maximize the control in focus.
Steps to Enable
You don't need to do anything to enable this feature.