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 |
|---|---|---|
| 25 MAY 2018 | 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 2018 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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The Supervisor Monitoring feature allows a Supervisor Agent the ability to monitor a live chat session within the Browser User Interface. Also included:
- The ability for the Supervisor Agent to Join and Leave the session
- The ability for the Supervisor Agent to Private Message with the lead agent while monitoring
Below is a list of Chat reports that support the monitoring actions on the Agent Browser User Interface.
Agent Browser User Interface Reports That Support Monitoring
The user interface that is used by the supervisor to monitor chats is shown in the figure below.
Chat Supervisor User Interfaces
Steps to Enable
No steps are required to enable this feature.
Chat Knowledge Foundation Integration
The Knowledge Foundation Integration for Chat in the Browser user Interface is a feature that:
- Allows agents to send Knowledgebase Answers into chat session from within the Agent Browser User Interface
- Text, Website Links and URLs are supported
- Agent can Preview and Print answers
Steps to Enable
No steps are required to enable this feature.
The OE_SVC_SENDMAIL_SINGLE_ADDRESS configuration option is used to specify whether a response is sent to all email addresses that have been captured for a particular contact, or allows the agent to choose a single email address for the list on email addresses that have been captured. If the OE_SVC_SENDMAIL_SINGLE_ADDRESS configuration option is set to No, then the response is sent to all email addresses for the primary contact. If OE_SVC_SENDMAIL_SINGLE_ADDRESS configuration option is set to Yes, then the response editor User Interface is changed to allow the agent to select from the available email addresses. Please see the figure below for the user interface that is rendered in the case that the configuration option is set to true.
Steps to Enable
- Open the Configuration Options Editor
- Search for the OE_SVC_SENDMAIL_SINGLE_ADDRESS configuration option
- Change the value to Yes
Workspace Field Label Font Properties
The service console workspace designer provide the ability to configure the following font properties for field labels:
- Font Family
- Font Size
- Bold
- Underline
- Italicize
- Strikethru
Previous to this release, the Agent Browser User Interface ignored these font attributes and would render the label with the default font properties. Below is a image of a contact workspace loaded into the Service Console workspace designer with the First Name field label configured with alternate values for each of these configuration options.
Configure Label Font Attributes in Workspace Designer
The figure below shows the workspace at runtime in the Agent Browser User Interface.
The workspace designer does not provide the means of configuring the font color for the label.
Steps to Enable
No steps are required to enable this feature.
HTML Format Type Support for Workspace Answer Control
Previous to this release, if an Answer Control was placed on a workspace and configured to render an answer that has been created as one of type HTML, then the Agent Browser User Interface would render a link that the agent would then click to bring up a separate browser window to view the loaded answer. With this release, that has been rectified so that the HTML answer is now rendered in the Agent Browser User Interface itself, not requiring the additional click by the agent or the additional browser window to view the contents of the Answer.
Answer of Type HTML Rendered in Agent BUI
Steps to Enable
No steps are required to enable this feature.
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