Comments

  • 1-15 of 15
  • Rosemary O'Connor

    Hi Jessica

    Thankyou for your response. Staff supervisors require real time statistics relating to:

    • Chat queues
    • Chat agents

    Including data such as No. of available sessions, No. of Active chats, Average handle times, Max wait times etc...

    This information is currently available in the Chat Agent Home - Real Time reports for example. We have a number of reports that have been customised specifically for particular business areas. I have provided a screenshot of one of these reports as an example. 

    Please let me know if you would like any further information.

    thanks

    Rose

  • Rosemary O'Connor

    That's great news. We also use Opportunities extensively in our Integration customisations. and our student administration teams definitely want to be able to use the Browser UI 

    thanks

    Rose

  • Rosemary O'Connor

    Hi All

    Thanks for posting Aahiri. We recently upgraded from 17D to 18C, we can't manage quarterly upgrades as the overhead for testing is just too high for the business teams, and so are doing 6 mthly upgrades.  We have had a LOT of issues. Based on your information I'm guessing most may have been from the 18B functionality. We continue to have issues which Oracle indicates are 'defects'. Technically we should only have to test Agent Console functionality, but we are finding we have to test absolutely everything including integrations associated with CP files. The impact on the business areas of upgrades is a big problem and the ongoing issues following are creating a major overhead.  

    My questions are:

    1. Why is out of-the-box functionality broken after upgrades?
    2. Why are there undocumented updates changes to say Connect PHP API as part of the Agent Console upgrade? 
    3. Why are changes to APIs not documented? These have caused us major headaches.
    4. Why does Oracle support assume that upgrade defect fixes can wait until a future upgrade?

    thanks

    Rose

     

  • Rosemary O'Connor

    Hi

    Is there a setting to prevent transfer to a queue where there are no agents available?

    thanks

    Rose

  • Rosemary O'Connor

    HI all just a quick question... we are migrating from CP3.2 to 3.3. 

    Do the changes to files in themes/standard/WidgetCSS also have to be applied to themes/mobile/WidgetCSS. 

    We are having some issues with display in mobile for the KeywordText and ProductCategorySearchFilter widgets.

    any help is appreciated

    thanks

    Rose

  • Rosemary O'Connor

    Hi all

    Thanks for the help.. we found the globalContext under the Ribbon Class, so have solved our problem.

     

    bye for now

    Rose

  • Rosemary O'Connor
    Hi Barrilito
    Thanks for the help... yes we did realise that the information is part of
    globalContext.
    
    The code you have provided would work if we wanted the Interface name for
    the interface connected to by the SOAP webservice.
    We want the interface from which the add-in was triggered which can be
    different.
    
    We'll have to keep thinkin.
    regards
    Rose
    
  • Rosemary O'Connor

    That looks great... thanks for the info....

  • Rosemary O'Connor

    HI Mark

    Ha... I'm bracing myself alright! Just got through the Nov 2013 upgrade :-) Now CP2-CP3 migration. The fun just never ends :-)

     

    thanks for all the help and humour.

    bye for now

    Rose

  • Rosemary O'Connor

    HI Mark

    Thanks... I'm fine for the reports.  It's the text in tabs and workspace zooming as a whole which is being requested - pity we can provide it. Changing screen resolution is not having the desired affect either.

    Oh well, yet another thing that will go on hold indefinitely - bit like multi-select dropdowns and a contact merge interface :-)

     

    thanks for the suggestion

    bye for now

    Rose

  • Rosemary O'Connor

    HI John

    Thanks. I did find that setting only the Analytics permission for customise reports is fine - no need to provide create or edit permissions. However this functionality is still only available in report displays. It doesn't work for workspaces which is a total pain and doesn't help users with vision problems. 

     

    thanks for the help

    Rose

  • Rosemary O'Connor

    Hi Mark and Chris

    I have a question regarding this also. Is there a particular profile permission required for the zoom slider control to be activated? We have a number of users with profiles where the report zoom capability is disabled. The same reports viewed by other users, have it enabled.

    Bit of an odd one!

    thanks

    Rose

     

     

  • Rosemary O'Connor

    Hi... sorry not to have a solution, but this is exactly what I require as well. I'm quite astounded that RightNow does not support such a basic data type out of the box.

     

    thanks

    Rose

  • Rosemary O'Connor

    Thanks so much, I'll give that a shot. Being new to RightNow I'm still finding my way around.

  • Rosemary O'Connor

    Hi all,

    Thanks for the responses. This is quite and issue from a version control and testing perspective. Not a problem with file selection moving from development to staging - I fully understand that and it is as it should be. However, there should be that same option when promoting from staging to production. Why? Take this hypothetical example:

    There are 2 developers. Dev1 is creating a new widget for a custom page. Dev 2 is modifying template files for a different set of pages. These changes are for the same interface but different functional areas.

    Both Dev 1 and Dev 2 promote their changes to staging and notifiy both clients that testing should be done in staging.

    Dev 1 changes are tested and a request is made too move to production as soon as possible as the widgit functionality required now. Dev 1 cannot promote the changes as Dev 2 changes have not yet been tested - the client is unavailable for a few days. The only solution would be to remove all Dev 2 files from staging and the do the Dev 1 promotion.

    This type of situation only gets worse in a large organisation where there could be many developers working on changes at the same time. If I was Dev 1 and simply moved all other changes out of staging to push mine through to production - there would be some major issues!  Given that staging and production code is not identical to development due to optimisation etc... all changes must be tested thoroughly before moving to production (we all know that!). So how to overcome the issue? Surely this situation has arisen in other implementations.

     

    thanks

    Rose