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  • Sebastiaan Draaisma

    If only a notification is required then it is posible this can be done.
    The way to go would be to create a page that looks through API how many agents are currently signed in (session history) and show a message. The page would have to be loaded in the BRAND_CONTENT_URL which would then show on the login window when starting the agent desktop. Of course this may not work with SSO as they could bypass this window through an external identity provider but for manual logins this could be made possible.

    While it may be possible to show a notification, the agent would still be able to ignore your message (unintentionally due to routine behavior) and throw another user, currently using the same credentials out of the system, potentially causing the other person to lose an incident thread he/she was working on which could be very frustrating.

    It's also from a security point of view that you would want every user to have it's own credentials as this would allow you to see in logs who changed/accessed what.

    So my advice is to steer away from this aproach and increase your licenses or create accounts that are disabled from assignement.

  • Sebastiaan Draaisma

    I assume you only have 5 licenses?
    If you share accounts/licenses (as in only 5 licenses), using the same credentials would sign out the other user. There is no such functionality. The only 2 alternatives are:

    1. Increase licenses
    2. Create an account with assignment disabled.
  • Mirela Iepure

    The purpose of 1) is for the 6th Agent to be notified that he/she cannot login because of only 5 logged in Agents limitation. Is that possible? Thank you.

    I will look into the Report for 2)

    Thank you.

  • Thiyagarajan Sundaram

    1) Can you explain the purpose of it?

    2) Standard reports are there as per your requirement so that you can know the log in & out agent details.

  • Ajay Yadav

    1- i am not very sure but i don't think so if we have any standard way to do that.

    2- you will find Agent Login report in this location which can help you - \Public Reports\Service\Agent Reports\Agent Login

  • Sebastiaan Draaisma

    Glad I could help Maria.
    Have a great weekend! :-)

  • Maria Neves

    Hi Sebastiaan,

    Thanks for your help, I made this change and now the automatic email is working.

     

    Thank you all.

  • Ajay Yadav

    Check if your site is enable to send response from OSvC.

  • Mary Gilbert

    There are some helpful instructions for this here: https://cx.rightnow.com/app/answers/detail/a_id/1001

    Best regards,

    Mary

  • Sebastiaan Draaisma

    Hi Maria.

    Do you have a standard text specified for rules?

  • Rasheed Ahamed

    No. You cannot copy an existing SLA. It is also not recommended. Best Practice is to create a new SLA with proper Response Requirements settings.

    Thanks,
    Rasheed.

  • Sebastiaan Draaisma

    I agree with Tushar.
    An alternative (if having little experience with CPM) could be to use the javascript API in a browser component that will do it's work on the background. This would require knowledge in js instead of PHP.

  • Tushar Gupta

    Hi Kenton,

    You can make a rule to populate the CC and BCC field when an incident is created by fetching all the details from the mail headers.

    In the business rule check for the Incident Source. If Source matches then execute CPM(Object Event Handler) in which you can fetch all the details and set the value of CC.

    Thanks

  • Erica (Leep) Anderson

    Hi there,

    Just thought I'd update this thread and add this document that outlines how to configure Oracle Service Cloud to be ITIL/ITSM certified in case anyone is interested in pursuing this.

    Best,
    Erica, Oracle CX Advocacy

  • Mary Gilbert

    Here's some additional info that may be helpful:

    https://cx.rightnow.com/app/answers/detail/a_id/7110

     

    Chat Audit Report  (ID 3047)

    Path:  \Public Reports\Service\Chat Reports\Audit Reports

    The report provides details about the chats that were requested during the selected time period. The report has multiple links to additional reports to provide further details on agent and queue data to provide a 360 degree view of chat data to assist managers in making business decisions. 

    Chat Chain of Custody Report  (ID 3059)

    Path:  \Public Reports\Service\Chat Reports

    This report provides information regarding the agent involvement in all sessions and sub-sessions of a chat for the time period specified by the user. Information available includes the start time,end time and agent handled time of each agent's sub-session, the initial and transfer to queue wait times and the queue from which the chat sub-session was received.          

    Agent Chat Involvement Report  (ID 3060)

    Path:  \Public Reports\Service\Chat Reports

    This report provides information regarding the agent's involvement in all sessions and sub-sessions of chats for the time period specified by the user. Information available includes the start time,end time and agent handled time of each agent's sub-session as well as the queue from which the chat sub-session was received.          

    Agent Session Performance Report  (ID 3061)

    Path:  \Public Reports\Service\Chat Reports

    This report displays summarized agent interval data per agent session.     

    All Chats  (ID 3017)

    Path:  \Public Reports\Service\Chat Reports

    Provides a list of all chats which occurred during the selected date range. This gives chat details and links to chat events.

    Agent Utilization Report  (ID 3062)

    Path:  \Public Reports\Service\Chat Reports

    This report shows agent utilization information including the amount of time the agent was logged in, the total time the agent was active and the percentage of time the agent was active while logged in.