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Browser UI Interaction Chat Workspace
Identificação da resposta 8550   |   Revisado 06/03/2023

What interaction chat workspace elements are supported by the Browser User Interface?

Browser UI Service and Dynamic Agent Desktop
A link is provided for each section where additional information is available.


NOTE:  The Agent Browser User Interface is only supported for the last five (5) Oracle B2C Service releases for all customers.


* Items in the tables below showing asterisk (*) indicates that detail is not yet supported.


Interaction Fields

 Name  Browser UI Support   Notes
 Contact  Supported  Relationship Field

 


Chat Relationship Fields Supported on Interaction WS

 Name  Browser UI Support 
 Chat (ChatID)  Supported
 Date First Engaged  Supported
 Date Requested  Supported
 End User Browser  Supported
 End User IP Address  Supported
 End User Operating System  Supported
 End User Agent  Supported
 Interface/Interface ID  Supported
 Question  Supported
 Queue/Queue ID  Supported
 Session ID  Supported
 Source  Supported

 

Contact Relationship Fields Supported in Interaction WS

 Action  Browser UI Support   Notes
 Acquired  Supported  
 Address  Supported  
 Age  Supported  
 Alternate Email 1 Invalid  Supported  
 Alternate Email 2 Invalid  Supported  
 Area 1  Supported  
 Area 2  Supported  
 Contact ID  Supported  Only interaction fields
 Contact Type  Supported  
 Date Created  Supported  
 Date Last Updated  Supported  
 Disabled Flag  Supported  
 Email Address  Supported  
 Email Format  Supported  
 First Name  Supported  
 Global Opt-in  Supported  
 Phone Numbers  Supported  
 Primary Email  Supported  
 Rule  Supported  
 State Salesperson  Supported  
 Search Text  Supported  
 Search Type  Supported  
 Source  Supported  
 State  Supported  
 Survey Opt-in  Supported  
 Text URL  Supported  
 Title  Supported  
 Yes/No  Supported  
 Custom Fields  Supported  Custom Fields for Contacts and Incidents are supported
 Custom Attributes  Supported  Custom Attributes that are created when contact has a relationship with another record


 

Workspace Controls

 Name  Browser UI Support   Notes
 Browser  Supported  
 Button  Supported  
 Hyperlink  Supported  
 Image  Supported  
 List Box  Supported  
 Panel  Supported  
 Radio Button  Supported  
 Report  Supported  
 Spacer  Supported  
 Tab Set  Supported  
 Table  Supported  
 Text  Supported  
 Text Box  Supported  
 Title Bar  Supported  

 


Chat Controls

 Name  Browser UI Support  Notes
 Co-browse  Supported  One click Co-browse is supported.
 Guided Assistance  Supported  
 Incident View Control  Supported  This replaces the Incident relationship field
 Page Peek  Supported  
 Smart Assistant  *  
 Visitor Browser History  Supported  

 


Chat Options

 Name  Browser UI Support  Notes
 Automatically close editor after chat is terminated  *  
 Automatically release chat after wrap-up  *  
 Create/associate related incident at the beginning of a chat  Supported in 20B+  Default is yes. If set to No, no incident will be created automatically.
 Create/associate related incident at the end of a chat  *  
 Discard previous related incident if it is uncommitted when another incident is associated to chat  *  
 Focus the incident when a chat is accepted  Supported in 20B+  New in Browser UI
 Open related incident for editing at the beginning of a chat  *  
 Open related incident for editing at the end of a chat   *  
 Prompt the agent to enter wrap-up mode  *  
 Set status to solved for incidents created automatically  Supported Incidents can be automatically set to solve by creating a custom config
 Synchronize common fields across related records automatically  Supported  
 Wrap-up time   Supported Wrap up time is now configurable using a custom config

 

 

    Return to full feature listing                  Return to top                 Go next to Opportunity Workspace

 

 

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