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    Pavol Procka
    How to fire "Copy Contact" for chats where no...Answered
    Topic posted July 14, 2017 by Pavol ProckaSilver Crown: 22,500+ Points 
    67 Views, 1 Comment
    Title:
    How to fire "Copy Contact" for chats where no incident is created?
    Content:

    We have established that for yet an unknown reason (investigating with Oracle Support), about 10% of all our chats do not get an incident reference # created. And about 10% of those 10% are chats that should have been saved (were not abandoned before they had any interaction).

    Because of this, they are not getting saved in our backoffice, cause the copy contact only fires on the Incidents.

    I was wondering whether:

    a) Anyone came across the same/similar issue

    b) Is there a way to write a rule that would copy the transcript when the chat is saved, irreleveant whether an Incident Reference# exists or not? Basically to fire the copy contact on something else than the Incident Saving, but still after the chat was finished.

     

    Version:
    Service Cloud

    Best Comment

    Pavol Procka

    Looks like our issue was caused by the "Chat Options" on the workspace

    Our previous setup was:


    - Create inc. at the beginning of the chat (if none exists): YES
    - Open related inc. for editing at the beginning of the chat (if one exists): NO
    - Create rel. inc. at the end of the chat (if none exists): NO
    - Open rel. inc. for editing at the end of the chat (if one exists): PROMPT AGENT
    - Discard prev. rel. inc. if it is uncommitted when another inc. is associated to chat?: YES

    After getting the suggestion from the helpdesk guys at Oracle to review those settings, we have changed it to the following and the issue seems to be resolved (there is still about 2% of chats with no incident ref. but those are all with 0 messages, cancelled before engaged or manually declined by the agents so these do not concern us.

    - Create inc. at the beginning of the chat (if none exists): YES
    - Open related inc. for editing at the beginning of the chat (if one exists): NO
    - Create rel. inc. at the end of the chat (if none exists): YES
    - Open rel. inc. for editing at the end of the chat (if one exists): NO
    - Discard prev. rel. inc. if it is uncommitted when another inc. is associated to chat?: NO

    Comment

     

    • Pavol Procka

      Looks like our issue was caused by the "Chat Options" on the workspace

      Our previous setup was:


      - Create inc. at the beginning of the chat (if none exists): YES
      - Open related inc. for editing at the beginning of the chat (if one exists): NO
      - Create rel. inc. at the end of the chat (if none exists): NO
      - Open rel. inc. for editing at the end of the chat (if one exists): PROMPT AGENT
      - Discard prev. rel. inc. if it is uncommitted when another inc. is associated to chat?: YES

      After getting the suggestion from the helpdesk guys at Oracle to review those settings, we have changed it to the following and the issue seems to be resolved (there is still about 2% of chats with no incident ref. but those are all with 0 messages, cancelled before engaged or manually declined by the agents so these do not concern us.

      - Create inc. at the beginning of the chat (if none exists): YES
      - Open related inc. for editing at the beginning of the chat (if one exists): NO
      - Create rel. inc. at the end of the chat (if none exists): YES
      - Open rel. inc. for editing at the end of the chat (if one exists): NO
      - Discard prev. rel. inc. if it is uncommitted when another inc. is associated to chat?: NO