Update 23A

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
17 FEB 2023	Automation	Enhanced Business Rules: Sorting of Tables in Usage Statistics Page	Updated document. Delivered new feature in 23A.
17 FEB 2023	Channels	Chat in Browser UI: Customer Typing Indicator	Updated document. Delivered new feature in 23A.
17 FEB 2023	Channels	Chat in Browser UI: Focus on the First New Message	Updated document. Delivered new feature in 23A.
17 FEB 2023	Channels	Chat in Browser UI: Font Selector	Updated document. Delivered new feature in 23A.
17 FEB 2023	Channels	Chat in Browser UI: Sneak Preview	Updated document. Delivered new feature in 23A.
17 FEB 2023	Channels	Chat in Browser UI: Timestamp Option	Updated document. Delivered new feature in 23A.
17 FEB 2023	Channels	Chat in Browser UI: Visual Separator	Updated document. Delivered new feature in 23A.
17 FEB 2023	Platform	Staff/Account Groups Public APIs	Updated document. Delivered new feature in 23A.
17 FEB 2023	Service Center	Email Notification Settings	Updated document. Delivered new feature in 23A.
13 JAN 2023			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.   

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Feature Summary

B2C Service Center

Platform

Staff/Account Groups Public APIs

A new Managed API Object is exposed to Create, Update, and Destroy a Staff Group. The Public APIs provides the CRUD functionality on Staff Group. The functionality provided by the Public APIs is at par with the Agent Desktop M&C pages to create and edit a Staff Group.

Business Benefit:

Ability to Create, Update, and Destroy a Staff Group via the Public APIs.

Steps to Enable

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

Tips And Considerations

The Public APIs are enabled by default for all sites.

Key Resources

• Please refer to REST APIs for B2C Service for details regarding the API.

Element Manager - Integration of Element Manager with Version Control to Fetch CPMs and Add-Ins

Integration of Element Manager with common Version Control systems provides:

• The ability to import CPMs and Desktop Add-Ins from Version Control using Import APIs.
• The ability to by-pass signing of certificates for elements imported from the Version Control system.
• The import from Version Control is singleton only.

Business Benefits:

• Efficiency: Reduces development cycle time by eliminating the need to manually deploy config elements to a test instance.
• Ease of use: By-pass signing of certificates since the import is from Version Control.

Steps to Enable

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

Tips And Considerations

The swagger for Element Manager REST APIs can be access via https://{interface vhostname}/AgentWeb/elementManager/swaggerUI

The POST method in Import APIs can be used to directly pull the elements from version control to a test site.

The developers should pass on the Import Type as "Custom Import" and Item Type as "DesktopAddIn"/"ObjectEventHandler". The Swagger document below shows those parameters.

Element Manager Swagger

Key Resources

• Element Manager
• Export a Package
• Import a Package
• Element Manager REST API Guide

Service Center

Territory Field Support in the Opportunity Workspace

The Territory Field is now supported in the Opportunity Workspace.

Territory Field in Opportunity Workspace

Business Benefit:

Provides better customer service by aligning solutions by better understanding the customer geography.

Steps to Enable

1. Go to the Customizable Menus in the .NET Agent Desktop 
2. Select Opportunity Workspace > Territory Fields
3. Add/Edit the Territories to display in the Territory Menu field in the Opportunity Workspace

Edit SLAs in the Organization Workspace

An agent with permissions can now add, edit, or remove the SLA in the Organization Workspace. 

SLA Control on Organization Workspaces

After clicking Add or Edit the already supported SLA Viewer will open where any changes or additions can be made. 

SLA Viewer

To remove an SLA, the agent can delete the value in the field and save the organization workspace.

Business Benefit:

Provides agent efficiency by being able to edit the SLA in the organization workspace and without having to open a separate workspace to complete the task. 

Steps to Enable

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

New Custom Config to Solve Incident on Chat Accept

A new custom config is now supported to set the incident to Solved when a chat is accepted.

The custom config value includes the value of the Interaction Workspace ID. The Incident that renders with the Interaction Workspace, in the same workgroup, will be set to Solved. 

Incident in Chat Workgroup Set to Solve

Business Benefit:

Eliminates unwanted unresolved incidents when created with 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_SET_INCIDENTS_SOLVE_IF_AUTO_CREATED

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

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

Custom Config to Set Incident to Solve

Variables and Merged Fields in Workspace Rules in Add Action for Extensions and Message Dialog Are Supported

When a Workspace Rule is defined, in the Then Actions both the Display message box and Add add-in will now support dynamic variables which includes variables and merged fields. 

Defining Workspace Rule Action with Variables and Merged Fields

Variables and Merged Fields Displaying in Dialog

Business Benefit:

Allows for more informative actions when a rule is triggered. 

Steps to Enable

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

Email Notification Settings

The Email Notification settings are now support in the notifications menu in the Global Header.

Select the bell icon in the upper right hand corner. In the Notification dialog, select the gear icon for Settings. 

The Notification Settings dialog will open and the agent can select their settings for Email Notifications. 

There are four menu options; No notifications, Short notification once, Detailed notification once, and Detailed notifications always. 

• No notifications: No notifications will display.
• Short notification once: Agent will receive one email notification that has only high level information.
• Detailed notification once: Agent will receive a detailed email notification only once that has detailed information.
• Detailed notifications always: Agent will always receive detailed email notifications. 

Email Notification Options

Business Benefit:

Notifications increase response time when the agent is aware of the incoming message. 

Steps to Enable

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

Chat in Browser UI: Sneak Preview

Sneak Preview for Chat in 23A

Sneak Preview content is now available for active chats in the browser user interface. Sneak Preview gives agents the ability to see what a customer is typing, prior to the message being posted into the transcript.

Business Benefit:

Employee Optimization: Enhance usability efficiency and personalization for agents handling chats in the browser user interface

Steps to Enable

Engagement Panel version 14+ must be deployed for the site

• If Engagement Panel version 14 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
  • There is no downtime associated with this update
  • First, we will enable Engagement Panel version 14 on your test site, then on your production site at a day/time of your choosing

Tips And Considerations

• Requires Engagement Panel version 14+
• Sneak Preview must be enabled
• URLs are shown to the agent as plain text & not clickable until the message is posted into the chat
• Images are shown to the agent within the sneak preview feature, however it may be cut off if the size of the image exceeds the width of the chat panel
• For long messages, the last 250 characters of the End User's message are visible within Sneak Preview

Role And Privileges

• Chat Agent
• Chat Administrator

Chat in Browser UI: Customer Typing Indicator

Agents handling chats in the browser user interface can now see the typing indicator when historical transcripts are available for the known contact within the active conversation.

Typing Indicator for Chat in 23A

Business Benefit:

Employee Optimization: Enhance usability efficiency and personalization for agents handling chats in the browser user interface

Steps to Enable

Engagement Panel version 14+ must be deployed for the site

• If Engagement Panel version 14 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
  • There is no downtime associated with this update
  • First, we will enable Engagement Panel version 15 on your test site, then on your production site at a day/time of your choosing

Tips And Considerations

• Engagement Panel version 14+ is required
• If Sneak Preview is not enabled, then agents will see the “customer is typing” indicator
• If the customer’s name is known, then that is present in the message displayed to the agent
• If the customer’s name is not known, then the message simply says “Customer”

Role And Privileges

• Chat Agent

Chat in Browser UI: Visual Separator

Agents handling chats in the browser user interface can now see a line separating chat conversations when there are multiple chats from the same contact, on the same day.

Business Benefit:

Employee Optimization: Enhance usability efficiency and personalization for agents handling chats in the browser user interface

Steps to Enable

Engagement Panel version 14+ must be deployed for the site

• If Engagement Panel version 14 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
  • There is no downtime associated with this update
  • First, we will enable Engagement Panel version 14 on your test site, then on your production site at a day/time of your choosing

Tips And Considerations

• Requires Engagement Panel version 14+
• This feature is automatically enabled
• This feature applies to all sessions (active & historical chats)
• Currently, there is no way for Administrators to disable this feature

Role And Privileges

• Chat Agent

Chat in Browser UI: Font Selector

Agents handling chats in the browser user interface can choose the font style & size for outbound chat messages. This helps agents deliver a unified look & feel to customers.

Font Selector in Chat for 23A

Business Benefit:

Employee Optimization: Enhance usability efficiency and personalization for agents handling chats in the browser user interface

Steps to Enable

Engagement Panel version 14+ must be deployed

• If Engagement Panel version 14 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
  • There is no downtime associated with this update
  • First, we will enable Engagement Panel version 14 on your test site, then on your production site at a day/time of your choosing

Tips And Considerations

• Engagement Panel version 14+ is required

• After an agent makes a change to the font style or size, that selection does not carry over into all subsequent chats. The ability to carry the selection over into all chats is an additional enhancement we’re working on for a future release

• If the agent copies & pastes text into the compose control, then the agent can apply a uniform font size & style using this new feature

• Agents can also use the new feature to apply a different font size & style to standard text and answers

Role And Privileges

• Chat Agent

Chat in Browser UI: Timestamp Option

Agents handling chats in the browser user interface have the ability to view the timestamp associated with message posts, in a 12-hour or a 24-hour format. Agents can also choose to utilize the site-specific configuration, if that is set by the B2C Administrator. Agents can make the timestamp selection within their Personal Preferences menu.

Timestamp Option in Chat for 23A

Business Benefit:

Employee Optimization: Enhance usability efficiency and personalization for agents handling chats in the browser user interface

Steps to Enable

Engagement Panel version 14+ must be deployed for the site

• If Engagement Panel version 14 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
  • There is no downtime associated with this update
  • First, we will enable Engagement Panel version 14 on your test site, then on your production site at a day/time of your choosing

Tips And Considerations

• Requires Engagement Panel version 14+
• Agents have a new selector within their Preferences menu for the Chat Timestamp
• When the timestamp preference is selected, then that setting is reflected in the active chat session & carried over into all new chat sessions

Role And Privileges

• Chat Agent
• B2C Admin

Chat in Browser UI: Focus on the First New Message

For agents handling chats in the browser user interface, an update has been made to the focus of the transcript when agents toggle between multiple sessions. When the agent focuses on a chat session, then they see the first new message posted by the end-user at the top of the transcript. If the end-user has posted many new messages, then the focus will be on the first new message that the end-user has posted since the agent last viewed the active chat. 

Focus Is Consistent in Chat for 23A

Business Benefit:

Employee Optimization: Enhance usability efficiency and personalization for agents handling chats in the browser user interface

Steps to Enable

Engagement Panel version 14+ must be deployed for the site

• If Engagement Panel version 14 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
  • There is no downtime associated with this update
  • First, we will enable Engagement Panel version 14 on your test site, then on your production site at a day/time of your choosing

Tips And Considerations

This update applies to the following scenarios

• When the agent is switching between two active chat sessions or between active and chats that are in wrap-up mode

• When the end-user has posted one message or several messages

• Whether the auto-scroll button is enabled or disabled, when the agent focuses on a chat, then they see the first posted message at the top of the transcript window, regardless of the number of messages the end-user has posted since the agent's last view

Role And Privileges

• Chat Agent

Reporting

Analytics: Sort Report Slice Tree Based on Group Count

Historically there has only been a single option for sorting the items rendered in the Slice Tree and that is alphabetical.  This story will include an option to sort the items rendered in the Slice Tree by group count as well.  This will not remove the ability to sort alphabetically and will continue to use that as the default.  The sort by group count option will also adhere to the Ascending/Descending choice, however, if there are multiple items that have the same group count then those items are sorted amongst themselves, not based on the selection.

Business Benefit:

Effectiveness: Agents can sort the slice groups based on the counts of records, and hence focus on critical slice groups with high records helping the decision making

Steps to Enable

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

Automation

Enhanced Business Rules: Sorting of Tables in Usage Statistics Page

1. Admins can now sort the below tables and the columns in the tables in the Usage Statistics page on each Object.
   • Most Executed Rules: Rule, Execution Count, Last Updated, and Updated By
   • Least Executed Rules: Rule, Execution Count, Last Updated, and Updated By
   • Not Executed Rules:  Rule, Last Updated, and Updated By

2. The table entries will be sorted on Last Executed column by default in descending order for Most Executed Rules and Least Executed Rules table and on Last Updated column for Not Executed Rules.

3. Upon mouse clicks on the column the row entries will be sorted ascending and descending.

Below is a screen shot of the table with sorting capabilities.

Sorting Capability on Execution Tables in Usage Statistics

Business Benefit:

The admins can now quickly know the rules that has highest execution count, and the rules that were updated latest.

Steps to Enable

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

Tips And Considerations

How to access the Usage Statistics page and sort the entries.

1. In the Agent Browser UI, click the Navigation Menu icon, then select Configuration

    > 

   Site Configuration

    > 

   Rules.

   The Rules landing page displays tiles for the object types for which business rules can be created.

2. Click the tile for the rule type you want to view.
3. Click Usage Statistics tab from the Object chosen.
4. Expand the Most Executed Rules, Least Executed Rules, and Not Executed rules table.
5. Click on the columns to sort the rows in asc or desc order.