Update 22C

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	Module	Feature	Notes
28 OCT 2022	Agent Console	New Chat Sounds for Incoming Chats and Incoming Messages	Updated document. Added steps to enable.
19 AUG 2022			Created initial document.

Overview

This guide outlines the information you need to know about new or improved functionality in Oracle B2C Service Center 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.

Security & New Features

We would like to remind you if your system has modified security structures you may need to advise your security administrator of new features.

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Feature Summary

B2C Service Center

Agent Console

New Chat Sounds for Incoming Chats and Incoming Messages

Chat agents can now select different sounds from incoming chats and messages.

In the Preference page, chat agents will have two new options to change sounds.

• A dropdown to change the sound of incoming chats.
• A dropdown to change the sound of incoming messages. 

The agent can select from 10 seeded sounds. There is a play and pause button to listen to each sound. 

Chat Sounds for Incoming Chat and Income Message

Sounds are a way of alerting the agent that a new chat has arrived at the desktop.  This feature will allow the agent to choose the sound that best grabs their attention in order to quicken their response.

Steps to Enable

This is supported on Engagement Panel version 13 and greater. 

Chat must be enabled on the site to access the Chat Preferences on the Preference page. 

Custom Config for Wrap Up Timer in Chat

The wrap up timer allows the chat agent time at the end of the session with the customer to complete any post-chat tasks on the incident; such as creating an incident, adding the chat to an existing incident, or creating an opportunity from the chat. You can edit this incident in the same manner as any other incident, including changing the incident subject.

By default, the wrap up timer is set to 45 seconds. The amount of time in seconds on the wrap-up timer can be configured for each Interaction Workspace.

Please see Steps to Enable for set up.

Wrap-up Timer on Engagement Panel

Increases efficiency by allocating accurate time needed to wrap-up a chat. 

Steps to Enable

• In the .NET Agent Desktop, open the Configuration Settings from the Navigation Set. 

• From the Ribbon, select New > Text.

• For Key add: CUSTOM_CFG_CHAT_WRAPUP_TIMER

• Max Length should be long enough to add all Interaction WS ids and the number of seconds. 

• Value is the Interaction WS ID followed by a colon ":" and then the number of seconds for the wrap-up timer
  • Example: 102172:15

• The Value field can include multiple entries that are comma-delimited. 
  • Example: 102172:15, 102163:30, 10073:20

Configuration Settings in Agent Desktop

Wrap-up Timer Custom Config Set Up

Option to Disable Sync Contact and Chat Information in Agent Browser UI

A new custom config is now supported to disable data sync of contact and chat fields in Agent Browser UI. 

By default data syncing of the contact and chat first name, last name, and email is already enabled. To disable, please see "Steps to Enable" 

If data sync is disabled the end user's first and last name will display in the tab of the Interaction WS header

Data synchronization prevents data conflicts and is essential for security, compliance, and a wide variety of operational functions.

Steps to Enable

In the .NET Agent Desktop console, create a new custom config

• Name: CUSTOM_CFG_CHAT_DATA_SYNC_DISABLE
• Type: Text
• Add a comma delimited list of interaction workspace ids that data sync is turned off 

Encrypted Custom Attributes

In order to support PCI 4.0 requirements, a new encrypted Custom Attribute available now. Customers can use Object Designer and add such an attribute to, Incident, Contact and Custom Objects, and use them like any other customer attribute in workspaces, reports etc. The system will automatically encrypt the data in such an attribute on write and agents with applicable permissions can decrypt this information on read.

Helps customers comply with PCI 4.0 compliance needs for their deployment.

Steps to Enable

This feature is available out of the box. You just need to create new custom attributes with this attribute type to use it.

Enhanced Business Rules: Enhancements

The agents will be able to utilize the below enhancements in Enhanced Business Rules.

• Saving page context during save and refresh
  • The user will return to the same page context after a rule is refreshed or saved.

• Viewing more rules in Usage Statistics page
  • Ability to view more than 10 rules by setting the limit parameter.

• Viewing more rules under a State
  • Ability to view more rules with infinite scroll.

• Copying a CASE statement
  • Ability to copy CASE actions with and without values of the source case.

• Notification for session timeout
  • A BUI notification for deployment of rules even when session timeout happens.

The business benefits are:

• Effectiveness: Improved User Experience and Usability of EBR and increase the understanding of Usage Statistics.
• Communication: Increased communication with the Admins via the BUI notification even during session timeouts and user logouts.

Steps to Enable

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

Key Resources

• Business Rules on the Agent Browser UI

Reporting

Print Report and Dashboard

Report and dashboard print capabilities are now available.  The Print action is now accessible via the report or dashboard actions bar.

Location of Print Action on Report Toolbar

Location of Print Action on Dashboard Toolbar

The print function is also available for a single report on a dashboard via each report’s actions menu.

Location of Print Action for Individual Report on a Dashboard

Clicking on a print action will launch a new browser window that will include a printable version of the report or dashboard complete with the header and footer areas.

This will allow the user to print the report or dashboard directly from the application user interface.

Steps to Enable

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

Administration

Element Manager - Custom Object Migration Improvements

The Custom Object Migration improvements provide:

1. Provide accurate warning messages related to the number of fields and classes of the custom object being packaged. A warning message will be displayed when the total number of fields and/or classes of the custom objects in the package exceeds 200 and 25 respectively.

2. Provide accurate error messages related to the number of fields and classes of the custom object being imported. An error message will be displayed and the import will fail when the total number of fields and/or classes of the custom objects in the package imported exceeds 200 and 25 respectively.

3. Option to skip deployment of custom objects when all custom objects in the package already are present in the target site.

Custom Object Migration Improvements enhances:

1. Effectiveness: Improved warning and error messages leads to effective use of Element Manager and better UX.
2. Better Performance: Avoids redundant deployment of Custom Objects and decreases the total time taken for imports.

Steps to Enable

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

Tips And Considerations

Element Manager works only in the Agent Browser UI. If you try to access it from the Service Console, a message tells you that it is only available in the Agent Browser UI.

Key Resources

• Element Manager
• Export a Package
• Import a Package

Role And Privileges

• System Administrator

Integration

Oracle B2C Service Zoom Integration

Zoom meetings can now be scheduled, started, and reviewed from Oracle B2C Service Agent Browser.

Please see 'Steps to Enable'

Schedule a meeting

Schedule Meetings

Schedule Meeting Zoom Components

The components with an asterisk will only be supported if they are supported on the Zoom licensing. Each component will be enabled but will not work if the account does not support them. 

Supported Zoom Component
Set Meeting Topic
Search and Add Attendees	Company contacts, company accounts, Zoom accounts, and direct email address can be added to this text box
Select Date and Time
Enter Duration in Hours and Minutes
Password	Default password will generate Password can be updated Password can be deleted
Host Video On*
Allow attendees to join before host*
Mute all attendees*
Send email notification to attendees*	Whether to send registrants email notifications about their registration approval, cancellation, or rejection
Send confirmation email to attendees*	Whether to send registrants an email confirmation Email confirmation option will only be effective if email notification option is turned on
Invite contact from record	If an SR or Contact record is open, the contact will be sent an invitation

My Meetings

List of My Meetings

My Meetings Zoom Components

Supported Zoom Component
Scheduled Meetings	Start the meeting Edit the meeting Cancel the meeting
Context Meetings	If an SR or Contact record is open, any meetings associated with the record will display in this list.
Archived Meetings	Open to copy to clipboard to add meeting details to thread or notes including recording.

Adding a recording to a record

Cloud recordings will need to be enabled in Zoom for recording.

After the meeting complete, the agent can find the recording information in the list of archived meetings. Navigate to the My Meetings tab and click on the sub tab Archive icon at the far right of the panel.  Past meetings and the details will be listed here. Click on the copy to clipboard icon to the right to copy the meeting details and paste to an SR thread or note.

Directory

Similar as inviting attendees when scheduling a Zoom meeting three types of contacts can be searched company contacts, company accounts, and Zoom accounts. A click on the schedule icon will automatically bring the agent to the Schedule meeting's panel with the contacts already added to the attendee list. 

Instant Meeting

To start a meeting instantly, click on the video icon.

Start a Zoom Meeting Instantly

Saves time by minimizing employee effort to switch between systems.

Enhances employee communication. Agents can quickly resolve service requests & business needs by using the Zoom integration.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

The B2C Service Zoom integration is currently in controlled availability. This means that in order to configure the feature must be enabled by Oracle for your B2C Service site. Please submit a service request to have your site enabled for Zoom Integration.

Agent will need to have a Zoom account.

Once the site has been provisioned for Zoom, a Zoom icon will display on the right side panel.

When clicked the user will be asked to log in using their Zoom account credentials.